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Improving Public Services through Total Quality ManagementJICA-BPATC Project on

Proceedings ofInter-Ministerial Conference on

Improving Public ServicesThrough Total Quality Management

Jointly Organized by:Bangladesh Public Administration Training Centre (BPATC) &

Japan International Cooperation Agency (JICA)

Bangladesh Public Administration Training CentreSavar, Dhaka, Bangladesh

www.bpatc.org.bd

Venue: Hotel Ruposhi Bangla, Dhaka01 October, 2012

CONFERENCE ADVISOR : A.Z.M Shafiqul Alam Rector (Secretary), BPATC, Savar, Dhaka

CONFERENCE DIRECTOR : Ferdous Akhter MDS (Joint Secretary), BPATC, Savar, Dhaka

CONFERENCE COORDINATORS : AKM Enamul Haque Director, BPATC, Savar, Dhaka

Mohammad Ziaul Islam Asst. Systems Analyst, BPATC, Savar, Dhaka

AKM Aynul Haque Deputy Director, BPATC, Savar, Dhaka

Proceedings ofInter-Ministerial Conference on

Improving Public Services through Total Quality ManagementRuposhi Bangla Hotel, Dhaka

01 October, 2012

Conference Management

COMPILED BY : Mohammad Ziaul Islam, Asst. Systems Analyst, BPATC, Savar, Dhaka & Md. Bellal Hosen, MIS Officer, IPS-TQM Project, BPATC, Savar, Dhaka

RAPPORTEURS : A.F.M Amir Hossain, Deputy Director, BPATC, Savar, Dhaka & Md. Abdul Mannan, Deputy Director, BPATC, Savar, Dhaka

EDITED BY : AKM Enamul Haque, Director, BPATC, Savar, Dhaka

PEER REVIEW BY : A.Z.M Shafiqul Alam, Ferdous Akhter, Sayed Masud Hasan, Yojiro Fujiwara, AKM Aynul Haque, Sharmin Jahan

TIME OF PUBLICATION : December 2012

PUBLISHED BY : Bangladesh Public Administration Training Centre (BPATC) & Japan International Cooperation Agency (JICA)

PRINTED BY : PrinTech 20, Babupura, Nilkhet, Katabon, Dhaka-1205, Phone : 9668537 Mobile : 01711612935, E-mail : [email protected]

Proceedings Preparation and Printing

Proceedings ofInter-Ministerial Conference on Improving Public Services through Total Quality Management

TABLE OF CONTENTS

6.0 Mr. Yojiro Fujiwara, Team Leader, JICA Expert Team, IPS-TQM Project, BPATC ...................................... 10

7.0 Open discussion........................................................................................................................................ 12

7.1 Mr. Ranajit Kumar Biswas, Secretary, Ministry of Social Welfare ...................................................... 12

7.3 Mr. Abdul Awal Hawlader, Addl. Secretary, Ministry of Food ............................................................ 13

7.4 Mr. Humayan Kabir, Senior Secretary, Ministry of Health and Family Welfare ................................. 13

7.5 Mr. Monzur Hossain, Secretary, Ministry of Agriculture .................................................................... 13

7.6 Mr. Md. Atahar Ali, Secretary, BADC .................................................................................................. 14

7.8 Mr. Abu Alam Md. Shahid Khan, Secretary, Local Government Division.......................................... 14

7.11 Mr. Ahmed Hossain Khan, Director General, Directorate of Food ................................................... 15

8.0 Speech by the Project Director ................................................................................................................. 16

9.0 Speech by the Special Guest..................................................................................................................... 16

10.0 Speech by the Special Guest..................................................................................................................... 16

11.0 Speech by the Chief Guest........................................................................................................................ 17

12.0 Concluding remarks by the Rector ........................................................................................................... 18

Annexes

Annex-01: Program of the Conference ............................................................................................................. 23

Annex-03:

Annex-04: . 38

Annex-05: (Mr. Bishwajit Kumar Paul, Asst. Commissioner

Annex-06:

An inter-ministerial conference on Improving Public Services through

Total Quality Management jointly organised by BPATC and JICA was held

at the Marble Hall of Ruposhi Bangla Hotel on 01 October 2012. The

Muhammad Musharraf Hussain Bhuiyan, Cabinet Secretary, Cabinet

Division graced the programme as the Chief Guest while Mr. Abdus

the Special Guests.

Muhammad Ashrafuzzaman, Pesh Imam of BPATC Jame’ Mosque recited

The keynote paper on IPS-TQM Framework was presented by Mr. AKM

Enamul Haque, Director, BPATC and Deputy Project Director, IPS-TQM

Project. The key note presenter informed that IPS-TQM Phase-I Project

improvement” and it was calculated that annually 12000± improvements

Quality Management (TQM)?” The presenter explained that a working

system is an aggregate of

interrelated components that work together towards a common goal.

For example, the Solar System.

but a belief that high quality is the product of improvements achieved

Morgan and Murgatroyd he urged that it requires commitment to a

constant string of small improvements.

Mr. AKM Enamul HaqueDirector, BPATC

5


Kaizen concerns like are really crucial for the

and it

.

2012, why not we people where we have high public demand for improvement of our services. The presenter

The key note paper then highlighted the summary of achievements of IPS-TQM Phase-I Project. The Upazila

(Kaizen) were implemented. Learning from upazila pilot courses include: 1) it is possible for the Upazila-level

improvements taking place in the country every year; and 3) a departmental requirement of carrying out at

this project directorate focal points have already been nominated. Tangail sadar upazila course was held in

presence of focal points from Directorate of Youth Development and Bangladesh Rural Development Board

There will be training course on mentoring improvement projects for directorate focal points.

6


programme as a joint movement by BPATC – PIs – NBDs. He reiterated

urged all to consider TQM programmes as supplementary to normal

start with a small one and gradually to bigger improvements. He

school.

problems to deal with. The problems were shortage of teachers, shortage

of class rooms, desks and benches, lack of proper use of

children come without taking food, local people are not adequately

be established; proper teaching-learning methods may be used; and

monitoring systems may be further developed.

7

Mr. Muhammad Ali

Moulovibazar Sadar Upazila


that there were remarkable improvements. Earlier latrines were not

clean; there was lack of cleaning materials; there existed poor sense of

cleanliness among the latrine users; shortage of latrines was another

implemented, achievements include 1) latrines are reasonably clean, 2)

cleanliness is developed among the latrine users.

such as forming a team to monitor the cleanliness, preparing a check list

of a monitoring group and a student brigade, and monitoring of full work.

procurement of materials like jug, mug, harpic, toilet brush etc for 12

primary schools of Moulovibazar Pourasava area. The 12 primary schools

were Gobindosree Govt. primary school, Ali Amzad govt primary school,

Borkapon Govt. primary school, Tilabari Govt. primary school, Bazar

model Govt. primary school, Soiarpur Govt. primary school, Nowagoan

primary school, Srinath Govt. primary school, Hazi nasib ullah Govt.

Moulovibazar Pourashava area was duly addressed and the quality of

Bishwajit Kumar Paul, Assistant Commissioner, Sunamganj District

8

Mr. Bishwajit Kumar PaulAssistant Commissioner


ICT equipment and training, and disorganized records.

implement the project by WIT are as follows:

concerned others.

Guideline:

of records.

with the help of Assistant Programmer.

9


Training:

record room and front desk to make them aware of guidelines on how to

and modern delivery system of duplicate copy of records.

Very high speed broadband internet was connected

with all the LAN system and the Wi-Fi system was also available in the

Collectorate area.

days. But at present the record room is fully online; the number of

average supply of records is 120-150 per day and now the record delivery

improvement in record room management has been achieved. The WIT

6.0 Mr. Yojiro Fujiwara, Team Leader, JICA Expert Team, IPS-TQM Project, BPATC

Development. He starts with background of IPS-TQM Project with JICA

proved to be very successful. Currently, TQM project is planning to cover all 64 districts under IPS-TQM project during 2012-2017 with strong

capacity. All the curricula of three core courses of BPATC namely Senior

courses and upazila courses that topics include TQM training modules.

10

Mr. Yojiro FujiwaraTeam Leader, JICA Expert TeamIPS-TQM Project, BPATC


Finally, arsenic screened tube-wells rate developed from 22% to 30%.

Òwb‡R‡`i D‡`¨v‡M BwZevPK cwieZ©b mviv

c„w_ex‡Z Qwo‡q hvKÓ

11


7.0 Open discussion

BPATC moderated the discussion session. This part of the programme

7.1 Mr. Ranajit Kumar Biswas, Secretary, Ministry of Social WelfareMr. Ranjit Kumar Biswas expressed his thankfulness to BPATC and its

that we all should work for it. Mr. A.K.M. Enamul Haque, Director, BPATC,

the keynote paper presenter has given us the clarion call that the

ministries should respond to the call of that and he said that BPATC needs

he once again expressed his thankfulness to BPATC and said that he was

honoured to be there and he was on the opinion that BPATC will take the

7.2 Mr. Md. Asharf Hossain, Director General, Department of

Mr.

12

Mr. Ranajit Kumar BiswasSecretaryMinistry of Social Welfare

Mr. Md. Asharf HossainDirector General


7.3 Mr. Abdul Awal Hawlader, Addl. Secretary, Ministry of Food: Mr. Abdul Awal Hawlader, Addl. Secretary of Ministry of Food expressed

JICA. The improvement in primary school presented by Mr. Muhammad

7.4 Mr. Humayan Kabir, Senior Secretary, Ministry of Health and Family WelfareMr. Humayan Kabir said that Kaizen and TQM concept is appreciable. He

Moulovibazar. He said that with all these experiences we can create the

projects so that the Ministries can steer some projects what are needed.

7.5 Mr. Monzur Hossain, Secretary, Ministry of AgricultureMr. Monzur Hossain thanked the presenters and appreciated the

seems to be very few. If a common guideline could be given so that many

of the upazilas come under this project. If we really want to expedite the

process forward, we need to go for more coverage.

13

Mr. Humayan KabirSenior SecretaryMinistry of Health and Family Welfare

Mr. Abdul Awal Hawlader

Ministry of Food

Mr. Monzur HossainSecretaryMinistry of Agriculture


7.6 Mr. Md. Atahar Ali, Secretary, BADC: Mr. Md. Atahar Ali, Secretary of Bangladesh Agricultural Development

Ali requested to chief guest, Honorable Cabinet Secretary to visit the

improvement of record room of Sunamganj district that was presented

by Mr. Bishwajit Kumar Paul. This type of improvement can be

implemented to all other districts of Bangladesh.

7.7

Moulvibazar. Other primary schools can start this learning. Tangail

very much and hoped that all ministry and department will help to

7.8 Mr. Abu Alam Md. Shahid Khan, Secretary, Local Government DivisionMr.

other primary schools can be replicated. However, he expressed his

concern about the sustainability of the project.

the two cases presented from two districts were really encouraging. She

be spread all over Bangladesh. Ms. Ibrahim expected that all

14

SecretaryMinistry of Fisheries and Livestock

Mr. Md. Atahar AliSecretaryBADC

Mr. Abu Alam Md. Shahid KhanSecretaryLocal Government Division

Secretary


7.10 MMd. Ruhul Amin congratulated both the presenters especially the

7.11 Mr. Ahmed Hossain Khan, Director General, Directorate of Food:Mr. Ahmed Hossain Khan, Director General of Directorate of Food put his

departments, it will really improve public services and working

environment.

Mr. thanked BPATC and

JICA for undertaking such a conference. To express his feelings, he said

and Moulivibazar were convincing and the rate of improvement made in

appreciated the project undertaken in two districts.

15

Mr. Ahmed Hossain KhanDirector GeneralDirectorate of Food

Mr. Md. Nurullah

LGED

Md. Ruhul AminDirector


8.0 Speech by the Project DirectorMs. Ferdous Akter, MDS, BPATC and Project Director in her speech

one project in all the upazilas, this is the target of the project. TQM cells

need to be formed in every directorate to ensure the TQM project. Our

for training so that they can expedite the process further.

least she asked for support from all the corners of all the government

kind presence in the conference.

9.0 Speech by the Special Guest

disseminate TQM to the whole country. Referring what the Secretary,

Cabinet Division, Mr. Muhammad Musharraf Hussain Bhuiyan had said to

Dr. Toda three and half years ago, “the funding from Japan has never

not externally imposed by anybody, but internally brought up from the

numerous small success stories all over this country. He concluded that

we witnessed the momentum of the society change.

16

Ms. Ferdous AkterMDS, BPATCProject Director

Mr. Takao Tada

JICA Bangladesh


10.0 Speech by the Special Guest

Sobhan Sikder, said that this is a great occasion for all of the presence

especially for TQM project. This is the second phase of the project.

improvement. Bubble of water creates great waves.

will bring changes in the society. The small projects implemented in one

therefore, put priority where we have acute problems.

keep themselves aware of the purpose of the TQM so that they can pass

message to their subordinates. Another is to link the goal of this project to

example, we have the similar programme i.e. Civil Service Change

a linkage. He made one request to the Director Generals of the

Directorates that they have a huge number of workforce. They can

mobilize their workforce to work for improvement. Lastly, he expressed his

desire to visit one of the TQM projects at upazila level.

17

Mr. Abdus Sobhan SikderSenior Secretary


11.0 Speech by the Chief GuestMr. Muhammad Musharraf Hussain Bhuiyan, Cabinet Secretary, Cabinet

Division and the Chief Guest of the conference said, ‘I sincerely believe

that Japan is not only the single largest bilateral partner but also the

compassionate partner of Bangladesh and we have been able to

thanked Mr. A.K.M. Enamul Haque, Director, BPATC for his keynote

see that some development partners look at the issues from our context.

about developments. According to him, some of the development

partners think we have not been able to bring reforms over the years. He

humbly disagrees with such ideas of the development partners. He said

the reform in the macro level. He then assures the project authority of

LGD about the overlapping of various projects, he said these are not

overlapping but these are supplementary to each other. Finally, he

18

Mr. M Musharraf Hussain BhuiyanCabinet Secretary


12.0 Concluding remarks by the Rector

Guest (Cabinet Secretary), Special Guest (Senior Secretary, Ministry of

enunciated the meaning of the word, Kaizen. ‘Kai’ means to change and

private sector, it is now equally important both for public and private

sectors. And through introducing the concept, we have been able to

sustainability of the project itself and secondly the sustainability of the

Project will end in 2017. About the sustainability of the outcome of the

said, ‘we have mainstreamed the ideas in all the training courses of

learning by doing. We are having some changes in the process of

13.0 Vot

Deputy Project Director of IPS-TQM Project, BPATC in his thanks-giving

The conference ended with a dinner in the hotel.

19

Rector, BPATC

Mr. Mohammad Ziaul IslamAsst. Systems Analyst &

IPS-TQM Project, BPATC



23

ANNEX-01Program of the Conference

Bangladesh Public Administration Training CentreSavar, Dhaka-1343

Improving Public Services through Total Quality Management(IPS-TQM) Project

Inter-Ministerial Conferenceon

Improving Public Services through Total Quality ManagementVenue: Ruposhi Bangla Hotel, Dhaka

Date: 01 October, 2012

Programme

18:15: Registration and Evening Tea

18:40: Guests take their Seats

18:45: Recitation from the Holy Qur’an

18:50: Welcome address and Presentation on IPS TQM Framework by

Mr. AKM Enamul Haque, Director, BPATC

19:15: Presentation by TQM Course Participants

19:20: Remarks on Framework Development by Mr. Yojiro Fujiwara,

Team Leader, JICA Expert Team

19:30: Open Discussion

20:00: Speech by Project Director Ms. Ferdous Akhter, IPS TQM Project, BPATC

20:05: Speech by Special Guest Dr. Takao Toda, Chief Representative, JICA

20:15: Speech by Special Guest Mr. Abdus Sobhan Sikder, Senior Secretary

Ministry of Public Administration

20:25: Speech by Chief Guest Mr. Muhammad Musharraf Hossain Bhuiyan

Cabinet Secretary, Cabinet Division

20:35: Speech by Chairperson Mr. A.Z.M. Shafiqul Alam, Rector, BPATC

20:45: Vote of Thanks by Conference Coordinator Mr. Mohammad Ziaul Islam

Assistant Systems Analyst, BPATC

20:50: Dinner


24

ANNEX-02(Not according to seniority)

1. Mr. Muhammad Musharraf Hossain bhuiyan Cabinet Secretary Bangladesh Secretariat, Dhaka

5. Mr. Md. Humayun Kabir Senior Secretary Ministry of Family Welfare

6. Mr. Ranjit Kumar Biswas, Ph.D Secretary Ministry of Social Welfare

8. Mr. Abu Alam Md. Shahid Khan Secretary Local Government Division, MoLGRD&C

9. Mr. Monzur Hossain Secretary Ministry of Agriculture

11. Mr. Md. Atahar Ali Secretary

12. Major General Md. Zahidur Rahman Director General Bangladesh Ansar & VDP

14. Ms. Hosne Ara Begum MDS (P&S) (Addl. Secretary) BPATC, Savar, Dhaka

15. Ms. Shahin Ahmed Choudhury MDS (Addl. Secretary) BPATC, Savar, Dhaka

17. Mr. Ahmed Hossain Khan Addl. Secretary & DG Directorate of Food

19. Mr. Abdul Awal Howlader Addl. Secretary Ministry of Food

20. Mr. Md. Mashiur Rahman Director General Bangladesh Academy for Rural Development (BARD), Comilla

21. Mr. Gazi Mizanur Rahman Joint Secretary Ministry of Youth and Sports

22. Mr. A.H.M. Abdullah Joint Secretary Rural Dev. & Coop. Division, MoLGRD&C

23. Mr. Md. Mesbahul Islam ADG (Joint Secretary)

24. Mr. Abu Ahmed Jamadar Joint Secretary

25. Mr. Md. Ruhul Amin Joint Secretary (Director, Training)

26. Mr. Sk. Mizanur Rahman Joint Secretary Ministry of Disaster Management & Relief

27. Ms. Ferdous Akhter MDS (M&PA) BPATC, Savar, Dhaka

28. Mr. Md. Nuruddin Ahmed MDS (R&C) BPATC, Savar, Dhaka

29. Mr. Md. Akram Hussain MDS (Project) BPATC, Savar, Dhaka

30. Prof. AKM Saiful Islam Addl. Director General Director General of Health Service, Dhaka

31. Prof. Md. Ataur Rahman Director (Admin.)

32. Mr. Mohammed Mir Kashem Addl. Director General Bangladesh Academy for Rural Development (BARD), Comilla

25


33. Mr. Md. Nurullah Local Government Engineering Department (LGED)

35. Mr. Md. Mosaddeque Ali Deputy Secretary (Dev.) Rural Dev. & Coop. Division, MoLGRD&C

38. Mr. Md. Hussain Ali Choudhury Director (Training) Bangladesh Rural Development Board (BRDB), Dhaka

40. Mr. Md.Mosharraf Hossain Director Directorate General of Food, Dhaka

41. Mr. Shahidul Alam Director (Training) Bangladesh Ansar & VDP, Dhaka

43. Mr. Md. Moyazzem Hossain Director (Programme) (DS) Department of Social Services, Dhaka

44. Mr. Md. J.M. Monzurul Islam Director Department of Agricultural Extension (DAE), Dhaka

45. Mr. Sk. Fazlul Bari Director (Training) Rural Development Academy (RDA), Bogra

46. Mr. Md. Anisur Rahman Addl. CGA Controller General of Accounts, Dhaka

47. Mr. Sayeedul Huq Director (Admin.& Coord.)

48. Mr. Md. Nuruzzaman Chief Engineer Department of Public Health Engineering, Dhaka

9. Mr. Tushar Mohon Shadhu Khan ExEn (Training Division) Department of Public Health Engineering, Dhaka

50. Mr. Ganesh Chandra Sarker Director (IEM) KLD (IEC) Directorate General of Family Planning (DGFP), Dhaka

53. Mr. AKM Enamul Haque Director BPATC, Savar, Dhaka

54. Mr. Banik Gour Sundar Director (Eva.) BPATC, Savar, Dhaka

55. Mr. Syed Mizanur Rahman Director (Admin.) BPATC, Savar, Dhaka

56. Mr. Quazi A.K.M. Mohiul Islam Director (PPR) BPATC, Savar, Dhaka

57. Mr. A F M Hayatullah Director (LTA) BPATC, Savar, Dhaka

Department of land Records & Surveys, Dhaka

60. Mr. Md. Fazlul Hoque

61. Dr. Bimal Chandra Dey Deputy Director Department of Agricultural Extension (DAE), Dhaka

62. Syed Quamrul Anwar Deputy Director Department of Disaster Management, Dhaka

63. Mr. Mohammd Munsur Rahman Deputy Director Rural Development Academy (RDA), Bogra

64. Ms. Masuda Akhand Deputy Director (Training) Department of Youth Development, Dhaka



26

66. Dr. Morsheda Khanum Deputy Program Manager (HRM) Directorate General of Family Planning (DGFP), Dhaka

67. Mr. Mohammad Aslam Sikder Deputy Director (Coord.) Bangladesh Ansar & VDP, Dhaka

68. Ms. Munira Sultana Deputy Director BPATC, Savar, Dhaka

69. Mr. Md. Abdul Mannan Deputy Director BPATC, Savar, Dhaka

70. Mr. A.F.M. Amir Hussain Deputy Director BPATC, Savar, Dhaka

71. Mr. Md. Golam Mahede Librarian BPATC, Savar, Dhaka

73. Mr. AKM Aynul Haque Deputy Director BPATC, Savar, Dhaka

74. Mr. Abdul Motaleb Project Managerial CSCMP-UNDP, BIAM,Dhaka

75. Mr. Md. Hasan Tarik Chief Instructor

76. Mr. Mamun al Hoque Training Specialist

77. Mr. Belal Uddin Addl. Superintendent of Police Bangladesh Police Headquarters, Dhaka

78. Dr. Samar Kumar Ghosh Asst. Director (Training) Department of Livestock Services (DLS), Dhaka

79. Mr. Md. Abdul Quddus Sikder Asst. Director (Training)

82. Mr. Mohammad Mamunor Rashid

83. Mr. Mohammad Ali Moulvibazar Sadar, Moulvibazar

84. Mr. Md. Ashrafuzzaman Imam BPATC, Savar, Dhaka

87. Mr. Norio Kuniyasu JICA Advisor Local Government Engineering Department (LGED)

91. Mr. Yojiro Fujiwara Team Leader (JICA Expert Team) IPS-TQM Project, BPATC, Savar, Dhaka

92. Mr. Masamitsu Kurata TQM Expert IPS-TQM Project, BPATC, Savar, Dhaka

93. Syed Masud Hasan Local TQM Expert IPS-TQM Project, BPATC, Savar, Dhaka

94. Dr. Mokshedul Hamid TQM Coordinator IPS-TQM Project, BPATC, Savar, Dhaka

97. Ms. Sharmin Jahan Local Project Coordinator IPS-TQM Project, BPATC, Savar, Dhak



27

Annex-03:

10/1/2012 1

AKM Enamul HaqueDirector, BPATC

One Office, One Improvement

Improving Public Servicesthrough

Total Quality Management (TQM)

10/1/2012 2

Structure of this Presentation A working Definition of TQM Major Concepts in TQM Kaizen: The Key Concept of IPS-TQM Project Some Kaizen Practices Abroad Kaizen Prospects in Bangladesh IPS-TQM Phase-I (2007 – 2011) IPS-TQM Phase-II (2012 – 2017) Our Appeal to You Conclusion

10/1/2012 3

What is Total Quality Management (TQM)?

10/1/2012 4

A Working Definition of TQM

Total Quality Management (TQM) is anapplication of the Systems Approach inQuality Management and involves acomprehensive intervention for continuousimprovement of quality over time.

10/1/2012 5

A Definition of System

A system is an aggregate ofinterrelated components that worktogether towards a common goal.

10/1/2012 6

The Solar System

28

Annex-03:

11/1/2012 710/1/2012 7

A Government Office as a System

Activity 3

Activity 4 Activity 5 Service

C

L

I

E

N

T

S

RequestActivity 1Activity 2

AC (Land) Office (A System) Environment

Other Offices

10/1/2012 8

Major Concepts in TQM

11/1/2012 910/1/2012 9

Major Concepts in TQM

Total Manpower – All officials forming a team

Total Process – Consideration of all system components

Total Quality – Quality in all dimensions

Total Problems – Acting on both big and small problems

Total Prospects – Utilizing opportunities for further improvements

Total Stakeholders – Not ignoring any of them

S

Y

S

T

E

M Total Time – Past, Present, Future, and Kaizen

10/1/2012 10

Kaizen or Continuous Improvement:

The Key Concept of this Project

10/1/2012 11

A Recommended Strategy for TQM Implementation in Public Sector

In the TQM approach, there are no quick fixes but abelief that high quality is the product ofimprovements achieved over a wide range ofprocesses on a continuing basis.

Requires commitment to a constant string of smallimprovements.

(C. Morgan and S. Murgatroyd, Total QualityManagement in the Public Sector)

10/1/2012 12

Commitment to a constant string of small

improvements.

The Kaizen Concept


Annex-03:

29

11/1/2012 1311/1/2012 1310/1/2012 13

Possible Quality Trends

Time

Performance Average Loan Recovery Rate: 60%

Performance Improvement

A Traditional

Mindset

11/1/2012 1411/1/2012 1410/1/2012 14

Something-Must-Improve-Somewhere-Each-Year-in-my-office

Time

A KaizenMindset

10/1/2012 15

Guiding Principles

“Constant string of small improvements”

Start small with what you canContinue doooooing to improve

10/1/2012 16

Some Kaizen Practices Abroad

10/1/2012 17

Cafeteria of JICA Tokyo International Center (TIC), Japan

11/1/2012 18

TIC’s Effort to Continuously Improve their Services


Annex-03:

30

Saitama City Government Officials Selecting Top Three Out of 380 Improvement Proposals 2012

10/1/2012 20

Phenomenal Increase in Kaizen Initiatives in Municipal Offices in Japan

3981338

5002

7649

01000

2000300040005000

6000700080009000

2008 2009 2010 2011

10/1/2012 21

Staff Suggestion Scheme (SSS)

in Singapore

10/1/2012 22

Kaizen or Continuous Improvement Prospects in

Bangladesh

10/1/2012 23

Where to start?

Let’s begin with a Routine Thing

10/1/2012 24


Annex-03:

31

10/1/2012 25 10/1/2012 26

10/1/2012 27

Importance of Cleanliness

Sound Mind in a Sound Body

Sound Work in a Sound Work Environment

10/1/2012 28

A Routine Pouroshava Work

10/1/2012 29

A Routine Hospital Function

10/1/2012 30

A Routine Record Room Function

A Bird’s Nest


Annex-03:

32

10/1/2012 31


10/1/2012 32


10/1/2012 33

A Routine School Function

10/1/2012 34

A Routine School Function

10/1/2012 35

Attendance at 9 in a Public Office

10/1/2012 36

IPS-TQM Phase-I

An Off-Campus initiative of BPATC and Partner Institutes to ensure

Training for Results

TQM Short Course in BPATC

Individual Action Plan


Annex-03:

33

Kaizen Prospects in Big Offices

Work Improvement

Initiatives

CEO Approval

Officers in Big Offices

Financial Approval

Administrative Approval

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Upazila Officers

Kaizen Prospects in Upazila Offices

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Work Improvement

Initiatives

Improved Services to Citizens

Upazila-level EO/CEO Limited

Financial Capacity

Limited Administrative

Authority3 in 1

10/1/2012 39

TQM Upazila Pilot Courses

Began with Inter-Ministerial Conference in 2009

Upazila Pilot Course Structure

1. District Seminar on TQM

3. Implementation of WIP by UpazilaOfficers in 12 Weeks

4. Refresher Course in Upazila

2. TQM Main Course in Upazila/WIT/WIP

10/1/2012 41

Pilot Course Kaizen Projects

140 Small Projects Implemented

Examples …

10/1/2012 42

Learnings from Upazila Pilot Courses It is possible for the Upazila-level NBD officers to undertake and

implement small improvement initiatives with local resources without harming their normal activities.

A cooperative venture of BPATC, Project Partner Institutes, and Nation Building Departments designed under this project can lead to 12,000 ? (493X25) small improvements taking place in the country

every year.

A Departmental requirement of carrying out at least One Improvement in every office Every Year at the Upazila-level

through One Year One Project (OYOP), backed by an effective BPATC-PIs-NBDs Joint Web-Based Monitoring Mechanism can

ensure a built-in sustainability or continuity of such small improvements in performance and service quality


Annex-03:

34

10/1/2012 43

IPS-TQM Phase II (2012 – 2017)

Framework Developmentfor

One Office, One Improvement

One Year, One Project (OYOP)

12,000? (493X25) Improvements Every Year

Supplementary to Normal Dept Works

11/1/2012 4411/1/2012 44

Nation-wide TQM Application FrameworkAll District

Officers

SadarUpazila &

PourshovaOfficers

WIT & OYOP

Sadar UpazilaMain & Ref.

Courses1+12 Weeks

DistrictSeminars

Disseminators DisseminatorsDissemination

Mentoring/ Follow-up byProject, Dept.

TQM Cells,DCM, and

UCM9 Months Web-Based OYOP Monitoring System

X 64All District

Officers

WIT & OYOPUpazila

Dept. Offices

WIT & OYOPUpazila

Dept. Offices

SadarUpazila &

PourshovaOfficers

WIT & OYOP

X 64 UPZs

X 25 NBDs

493 X 25=

12,000 ?Impvmtsper Year

Disseminators

WIT & OYOPUpazila

Dept. Offices

All DistrictOfficers

SadarUpazila &

PourshovaOfficers

WIT & OYOP

Bangladesh Public Administration Training CentreImproving Public Services through Total Quality ManagementBasic Info. KAIZEN Database Studies & Reports TQM Network Link & ContactHome News

Good Practice

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxKAIZEN Database Search Our Database of

Select…

DepartmentSelect…

DivisionSelect…

DistrictSelect…

ThemeSelectStatus

LGED DPHE Health Soc Serv

BRDB Fam Plan Coop Women

Dis Mgmt Agri. Ext. Fisheries Livestock

Forests Jute Food Land

Ansar VDP Police Statistics Elec Com


KAIZEN Database >> Search Results

Tangail Sadar Agri. Ext. Increasing of Lands under HYV Mustard Variety from 30% to 45%

Tangail Sadar Livestock Enhancement of Anthrax Vaccination Coverage from 40% to 100%

Tangail Sadar LGED Enhancement of Timely Scheme Submission Rate from 70% to 90% in the LGED

Tangail Sadar BRDB Improving Savings Collection of EBEK Project in Tangail Sadar from 60% to 80%.

Tangail Sadar … …

<< 1 2 3 4 5 >> NEXT

Search AgainSearch Again


KAIZEN Database >> Search Results >> WIP Details

Basic Informa onWIP Code XYZ100001Department Agriculture ExtensionDistrict TangailUpazila Tangail SadarDura on 09/01/2013-11/30/2013Contact 017XXXXXXXX

WIP Theme Increasing Lands under HYV Mustard Variety from 30% to 45%

Ac on PlanService Area Agricultural Produc onCurrent KPI 30 % (1400 / 4700 Hectare)Desired KPI 45 % (2100 / 4700 Hectare)….. ……

Nation-wide TQM Application Model Summary

1. District Seminar on TQM

3. Implementation of WIP by Sadar Upazila WITs

4. Refresher Course in Sadar Upazila (WIP Presentation)

2. TQM Main Course in Sadar Upazila

5. Dissemination of OYOP to other Upazilas of the District

6. Continuation of Small Small One Year One Projects with Local Resources


Annex-03:

35

10/1/2012 49

National SeminarTop Mgmt

Appraisal &Replication

Success Stories

UpazilaKaizen

Framework

Continuation of Kaizen Framework After Project

BPATC

Faculty and Focal Points

PIs NBDs

District SeminarUpazila TQM CourseWork Imp Team (WIT)One Year One Project

(OYOP)Dissemination

One Year One Improvement




Departmental OYOP Cells Monitor OYOPs

Nation Building Departments

District Offices Facilitate

Upazila Offices & Pourshova

WITs Continue OYOPs

BPATC OYOP

Cell

OYOP Web

Database





10/1/2012 51

A Collaborative Venture in Progress

Directorate Focal Points nominated Tangail course held with presence of

Directorate Focal Points Directorate Focal Points as Mentors Mentoring Course for Directorate Focal

Points DGs/Chairpersons as Reviewers

11/1/2012 52

Conceptual Linkage

Citizen’s Charter & TQM / KAIZEN

KAIZEN supports

implementation & monitoring

Citizen’s Charter defines

standards

* Citizen’s Charter

KAIZEN themes selection

based on CC

TQM-CCI on-demand training to establish this link

10/1/2012 53

Our Appeal to You

10/1/2012 54

Our Request to the Ministries

We need your cooperation


Annex-03:

36

10/1/2012 55

Our Request to the Directorates A letter from the Head Office of each Directorate

to the District Officers –

To cooperate with BPATC and its Partner Institutes to organize the Upazila and PourshovaCourses; and

To instruct their Upazila Offices to undertake and implement at least One Improvement Every Year utilizing local resources.

10/1/2012 56

Conclusion

Let’s Begin -

The BPATC – PIs – NBDs Joint Movement One Office, One Improvement

One Year, One Project (OYOP) in every office Resulting into 12,000? Improvements Per Year

Supplementary to Normal Dept Works

10/1/2012 57

Conclusion

If Japan – after so much of development achieved – can still have 7649 small improvements per year in its Municipal offices

– why can’t we?

10/1/2012 58

Bit-by-Bit Continuous Improvement

“Quality is never an accident, it is always a result of efforts”. John Ruskin

10/1/2012 59


“Great change is made through small steps”.

10/1/2012 60


“Small steps circumvent the brain’s built-in resistance to new behaviour”.


Annex-03:

37

10/1/2012 61


“Big things come in small packages” – Old Western Wisdom.

10/1/2012 62



38

Annex-04:

1

NBD: Directorate of Primary EducationDistrict: MoulvibazarUpazilla: Moulvibazar SadarPresented by : Mr. Muhammad Ali, AUEO

IMPROVING SANITATION IN PRIMARY SCHOOLS OF

MOULVIBAZAR POURASABA.

Work Improvement Project

2

Work Improvement Team Members

S/N NAME DESIGNATION MOBILE

01 Mr. Fazlul Haq DPEO 01915563356

02 Mr. Bayazid Khan ADPEO 01923668786

03 Mr. Parimal Chandra Sinha UEO 01714000977

04 Mr. Shaiful Islam Talukder AUEO 01711967231

05 Mr. Muhammad Ali AUEO 01720493143

06 Mr. Anup Kumar Deb Roy HT 01712102395

3

Achievement

Latrines are reasonably cleanEssential cleaning materials availableStronger sense of cleanliness

IMPROVING SANITATION IN PRIMARY SCHOOLS OF MOULVIBAZAR

POURASABA

Previous condition

Latrines not cleanLack of Cleaning materialsPoor sense of cleanliness

Work Improvement Project Description Before the Project

11/1/2012 4

Before the Project

11/1/2012 5

Identification of CausesManagement Physical Facilities

EfficiencyAttitude

Non cooperative attitude Negative

attitude of stakeholders

Negative AttitudeTo keep cleaning

Conditions not analyzed

Lack of coordinationLack of uniform.

in plan

Teacher and student are not motivated

Lack of toilet

Lack of Planning Cleaning materials insufficient

Lack of Tube wells

Inefficient Monitoring

School premises not secure

Inefficiency of head teacher

School needs are not identified

Lack of training and awareness of Stakeholders

Annex-04:

39

7

Root Causes and Actions TakenRoot Cause-1:Teacher and student are not motivated.

Root Cause-2:Lack of planning .

Actions Taken:• Motivational meeting with

SMC.• Motivational session with

student .• Prepare some instruction.• Wall painting.

Actions Taken:* Need based survey * Formation of a student

brigade headed by teacher to clean toilet.

* Preparing Cleaning Schedule

Root Cause-3:Inefficient monitoring

Actions Taken:* Formation of a group team

for monitoring.* Formatting a cheek list for

monitoring .* Feedback regularly.

Root Causes and Actions Taken

9

WeekActions

1 2 3 4 5 6 7 8 9 10 11 12

Baseline survey

Meeting with stakeholders.

Coordination with other department.

Procurements of materials .

Motivational session with student.

Arrange work shop for Achievements know .Formation of monitoring group and student brigade .

Monitoring of full work .

Implementation Schedule(GANTT Chart) Baseline surveySL.N

o School nameNoumber of students

Total Teacher

No. of latreen Tubewell Classroo

mProblem about

sanitationBoys Girls Total Activ

eDeactiv

eActiv

eDeact

ive

1 Gobindosree Govt. primary school 184 186 370 6 1 1 2 0 6

2 Ali Amzad govt primary school 167 544 711 13 3 0 1 0 11

3 Borkapon Govt. primary school 151 140 291 4 4 0 0 0 5 no water supply

4 Tilabari Govt. primary school 168 175 343 6 5 0 1 0 6

5 Bazar model Govt. primary school 312 294 606 11 4 1 1 1 11

6 Soiarpur Govt. primary school 229 217 446 7 1 1 0 0 5 no water supply

7 Nowagoan Govt. primary school 149 180 329 6 1 2 0 1 4 no water supply

8 Hafiza khatun Govt primary school 100 111 211 4 3 0 1 0 4

9 Shahid zia Govt. primary school 208 219 427 8 6 1 1 1 10

10 Srinath Govt. primary school 163 135 298 7 2 0 2 0 5

11 Hazi nasib ullah Govt. primary school 154 144 298 4 5 0 1 0 4

12 Sisu Govt primary school 316 311 627 8 4 0 1 0 11

Total 2301 2656 4957 84 39 6 11 3 82

Motivational session with student

S/N Name of school Motivation Meeting with student

1 Gobindosree Govt. primary school 32 Ali Amzad govt primary school 3

3 Borkapon Govt. primary school 3

4 Tilabari Govt. primary school 35 Bazar model Govt. primary school 26 Soiarpur Govt. primary school 27 Nowagoan Govt. primary school 28 Hafiza khatun Govt primary school 39 Shahid zia Govt. primary school 3

10 Srinath Govt. primary school 211 Hazi nasib ullah Govt. primary school 212 Sisu Govt primary school 3

Total 31

Formation of monitoring group and student brigade

S/N Name of school StudentBrigade

MonitoringGroup

1 Gobindosree Govt. primary school 5 52 Ali Amzad govt primary school 5 103 Borkapon Govt. primary school 4 44 Tilabari Govt. primary school 4 45 Bazar model Govt. primary school 5 46 Soiarpur Govt. primary school 5 27 Nowagoan Govt. primary school 6 58 Hafiza khatun Govt primary school 5 59 Shahid zia Govt. primary school 5 5

10 Srinath Govt. primary school 4 411 Hazi nasib ullah Govt. primary school 4 412 Sisu Govt primary school 5 6

Total 57 58


Annex-04:

40

Monitoring of full work by six mentor group

Group Name and Designation Inspection School name

Group -1 Mr. Fazlul Haq ;DPEO 1.Gobindosree Govt. primary school2.Sisu Govt primary school

Group -2 Mr. Bayazid Khan ; ADPEO1.Ali Amzad govt primary school2.Hazi nasib ullah Govt. primary school

Group -3 Mr. Parimal Chandra Sinha ;UEO(In charge)

1.Borkapon Govt. primary school2.Srinath Govt. primary school

Group -4 Mr. Shaiful Islam Talukder ;AUEO 1.Shahid zia Govt. primary school2.Tilabari Govt. primary school

Group -5 Mr. MuhammadAli ;AUEO 1.Bazar model Govt. primary school2.Hafiza khatun Govt primary school

Group -6 Mr. Anup Kumar Deb Roy ;HT 1.Soiarpur Govt. primary school2.Nowagoan Govt. primary school

After the Project

11/1/2012 14

After the Project

11/1/2012 15

After the Project

11/1/2012 16

Latrine Cleanliness improvement in all the schools in the Moulvibazar Sadar.Cluster-wise Schools Survey conducted. Condition of Latrine.Condition of Tube-wells.Activities of Cub Scouts.Teachers data.

New WIP Action Plan under preparation.

Way Forward


41

Annex-05:

Work Improvement Project

Improving Online Records Delivery System of Record Room at DC O ce Sunamganj

District Administra on, Sunamganj1

1st October 2012

Collec ve Iden ca on of Problems and Opportuni es

Sl

NoProblems Opportunities

01 Shortage of efficient Manpower Deploying efficient manpower

02 Shortage of proper Equipments Updating Computer Lab

03 Shortage of Logistics Support Introducing High Speed LAN Connection

04Lack of Transparency &

Accountability Computer Training

05 Lack of Proper Training Introducing Motivational Activities

06 Lack of IT Knowledge Awareness Program

07 Default in Supplied System Software One Stop Service of Delivery of Records

08 Lack of Proper Monitoring

09 Poor Records Condition

Iden ca on of Causes/Root Causes of a Situa on

Record Management Environment

Logis csManpower

Absent of Incen ve Package

Lack of E cient Manpower

Lack of IT Knowledge

Lack of Training

Lack of Coordina on

Lack of Mo va on

Improper & Nega ve A tude

Insu cient ICT Equipments &

Training

Insu cient Furniture

Interrup on of Electricity

Lack of Internet Facili es

Disorganized Records

Missing of Records

Reluctance of the Stu

Poor Record Condi on

Weak Monitoring System

Manual Arrangement of Record

No Op on for Emergency supply

Record are not Organized Properly

Lack of Work friendly Environment

Closed & Air ght Room

Record Room Away From Main Building

Floors are not Neat & Clean

Inadequate Sanc on of post

Iden ca on of Required Ac ons

Root Cause 1

• Disorganized Records

Root Cause 2

• Lack of ICT Equipments & Training

Root Cause 3

• Lack of E cient

Manpower

Required Ac on (s)

• Records Have to be Organized According to

• ---Alphabe cally• ---Mouja

• ---Year

• Record Should be Kept right place a er work

Required Action (s)

• -- Supply Su cient Computer Accessories

• -- Providing Proper Computer Training

• -- To Improve LAN System & Internet Speed

Required Action (s)

• Providing ….

• --Training• -- Mo va on

• -- Incen ve

WeekActions

1 2 3 4 5 6 7 8 9 10

11

12

Meeting With the Team Member & Concern staffOrganizing records & the Record RoomDevelopment of System SoftwareProviding Training to the Concern StaffAwareness & Publicity among the Stack Holder

Monitoring

Implementa on Schedule (GANTT Chart)

December 15, 2011 to February 15, 2012


42

Annex-05:

Mee ng: For base line survey to asses the present cer fycopy delivery status of record room a plenty of mee ngconducted with the record room sta s and local Stake holders likeADC(R), RDC, AC (record room), sta s of record room, Members oflawyers Associa on, Members of lawyers Assistant Associa onand related others.Guideline: A opera onal guideline have build with the help

of stake holders like ADC(R), RDC, sta s of record room, Membersof lawyers Associa on, Members of lawyers Assistant Associa onand related others to accelerate the delivery system of duplicatecopy of record. Click here

Ac ons taken E cient Manpower: Nine (09) o ce sta s who are expert incomputer opera on and well known about record (porcha)employed in record room and other more four (04) expert o cesta s employed in front desk sec on to accelerate receiving anddelivery of duplicate copy of record.

Training Module: A training module has developed for recordroom and front desk sta s on use of LAN with the help of AssistantProgrammer (Aps). Click Here

E cient Manpower: Nine (09) o ce sta s who are expert incomputer opera on and well known about record (porcha)employed in record room and other more four (04) expert o cesta s employed in front desk sec on to accelerate receiving anddelivery of duplicate copy of record.

Training Module: A training module has developed for recordroom and front desk sta s on use of LAN with the help of AssistantProgrammer (Aps). Click Here

Training: A five day long training program has arrangedfor staffs of record room and front desk staffs to make themaware of guidelines on use of LAN and make them moreefficient about the computer operation and modern deliverysystem of duplicate copy of record.

LAN connectivity: Very high speed broadbandinternet connection (1MBPS) connected all the LAN systemand the Wifi system also available in Collectorate area.

Training: A five day long training program has arrangedfor staffs of record room and front desk staffs to make themaware of guidelines on use of LAN and make them moreefficient about the computer operation and modern deliverysystem of duplicate copy of record.

LAN connectivity: Very high speed broadbandinternet connection (1MBPS) connected all the LAN systemand the Wifi system also available in Collectorate area.

ICT Equipments & Computer Supply: Very highconfigured three (03) PC installed in front desk with modern LANconnection for receiving application with POS printer foracknowledgement letter printing and 7 (seven) PC in record room toget desired result.

Reduce Personal Contact: The record room area hasdeclared “The Restricted Area” to reduce the personal contact withthe record room staffs and copy receiver.

One Stop Service: All the ready duplicate copy of recordnow delivering through front desk.

Organized Records: All the records are organizedproperly in the record store room according to Mouja, JL number,Khotian no, Dhag no to find out the desire record book quickly.


43

Annex-05:

















Monitoring System: Dash Board of LAN (E-Service) system also help to monitor the applicant no andthe delivery no.

Received Copy: An acknowledgement letter with afixed delivery date have supplied to the copy receiver toensure in time delivery of duplicate copy.

Survey: We have done abase line survey to identify thecondition of record delivery system. Click here





44

Annex-05:




RECORD STORE HOUSE

RECORDS ARE ARRANGED ON SHELF

Previous Situa on & Current Situa on

Previous Situa on Par ally online Average Supply 80-100/Day Delivery Time 10-12 Days

Current SituationFully OnlineAverage Supply 120-150/DayDelivery Time 2-4 Days

KPI120-150 record CurrentTime 2 - 4 Days

KPI80-100 record (Current)Time 10-12 Days


45

Annex-05:

Our Future Plan

• CC Camera in record room• Gate in front of Record Room• Upgrade the System So ware• Upgrade the Monitoring System

QUESTIONS ?


46

Annex-06:

BangladeshProject for Improving Public Services through TQM

Framework Development

Yojiro FujiwaraOctober, 2012

1 2

64Districts

6Upazilas

BPATC2010 - 2011

2012 - 2016

2007 - 2010

Training capacity development

Field application piloting

Nationw ide framework developmentBackground

Bangladesh initiative with

JICA cooperation

Training capacity

3

Advanced Course of Administration and Development

Senior Staff Course

Upazila TQM Course135 WIPs in 6 pilot upazila23 WIPs in Tangail Sadar

Short Course143 WIPs

On-demand Course for

Citizen’s Charter80 WIPs

Foundation Training Course686 WIPs (47th→49th )

4

21

19

16

13

11

10

9

8

7

7

3

2

9

0 5 10 15 20 25

Info. collection/ managementLoan disbursement/ recovery

File management/ 5SAgricultural management

School managementSanitation/ health service

Punctuality/ time reductionOther program management

Family planning serviceAllowance disbursement

Education/ trainingSaving collection

Others

Num. of Plans (Total: 135)

Note: Compila on by IPS-TQM Project Team.

KAIZEN Action Plans in 6 Upazilas (2010-11)

5

Less cost & time, More quality services

Land mutation time from 3 months to 25 days Time

Primary school attendance rate from 70% to 82% Access

Hygienic latrine usage rate from 30% to 50% Coverage

Cattle and poultry disease information collection rate from 40% to 70% Data

Fishery Act compliance rate from 70% to 95% Order

Arsenic screened tube-wells rate from 22% to 34% Safety

6

Bottlenecks and feature of actions

Some bottlenecks:Public relations with client-citizensAwareness/consciousness/initiative/motivation of the workWork monitoringInformation managementStandardized procedure

Some feature of actions:Communication with Union ParishadTeam meeting/town meetingEnhancement of monitoring Regular meeting/Display boardStandardized procedure


Annex-06:

47

District seminar

7

Appreciated by District Officers

Involvement of District Officers

Encouraging work environment

Active participation with sincere mentoring

8

Awarding Upazila Officers

9

Course Certificate

National Kaizen Award

10

Coordination Meeting

District Coordination Meeting

Upazila Coordination Meeting

Union Development Coordination Committee Meeting

NBDs District Offices

Client Citizens

NBDs HQs

Work Improvement Team

Circular

District Officers

TQM Focal Points

NBDs Upazila Offices

Continual Improvement at

64 Upazila

Total Quality NetworNational Award SystemKaizen ConventionNational Quality DayBooks, News letters, etc.

BPATC & PIsCore coursesShort courseOn-demand courses

Mentoring systemCertification system

Kaizen Framework

Upazila Officers

Union Parishad

Upazila Parishad

Citizen’s Charter

DistrictTQM Seminar

WIP implementation

Dissemination to other Upazilas

Refresher Course

UpazilaTQM Course

12

One Year One Project

Upazila TQM Course cycle (58 times/5years)


Annex-06:

48

Kaizen: Continuous improvement

Thank you very much!

14


Documents

Proceedings of Inter-Ministerial Conference on Improving ...ipstqm.net/wp-content/uploads/2017/01/Proceedings... · Asst. Systems Analyst, BPATC, Savar, Dhaka AKM Aynul Haque Deputy