This document discusses key aspects of implementing a Total Quality Management (TQM) approach for water supply systems. It emphasizes that TQM requires a holistic view that considers engineering, environmental, chemical, biological, and public relations factors. The document provides examples of areas for improvement like source, pumping, treatment, storage, and distribution. It also outlines roles for bosses, leaders and champions in TQM and highlights the importance of the team working together towards common goals.

1. Scientist,
M.P. Pollution Control Board

2. Word “Quality” has different connotations
• Depending on the reference to context
• Depending on the people to whom asked
• Depending on the past experience
• Depending on the expectations

3. • Improve quality
• Job satisfaction
• Self development
• Cost savings
• Competitiveness

4. Total Quality Management
•Po lic y
•Pe o ple
•S trate g y
First step to Total Quality Management?
De fine Quality Po lic y

5. Bosses, Leaders, Champions
BOSSES: WORK TO BOOK
FEED INFORMATION
GIVE ORDERS
INSIST ON PROPER AND FREQUENT INFORMATIONS
LEADERS: AGREE – TO WHAT IS EXPECTED
ALLOW – PEOPLE TO DO THEIR JOB
APRISE – PEOPLE HOW THEY ARE DOING
ASSIST – GUIDE, GIVES
TRAINING WHENEVER NEEDED
CHAMPIONS: INSTILL PASSION TO ACHIEVE
PARTICIPATE ACTIVELY
RESPECTED BY THE TEAM MATES
CLEAR VISION & EXPLANATION
CONFIDENT IN PRESENTATION
LISTEN & RESPOND CALMLY TO CONTRARY VIEWS
MAKE THINGS HAPPEN

6. Makes a TEAM
T: together
E: everyone
A: achieve
M: more
> eam is a group of people with a com on goal<
T m
1. Sense of purpose
2. Sense of belonging,
3. Empowered to act within a specific area,
4. Meet regularly,
5. It rewards everyone,
6. It has a natural leader

7. • Customer driven
• Delighting customer
• War on Waste
• Rigorous Planning
• Measure to improve
• Keep it simple
• Bench marking
• Irreversible corrective action
• Improved technology for strategic gains only

8. Total Quality Management in water
supplies is the ultimate objective
of the Water Supply Manager
• Essential ingredients
• Holistic approach is required including the
understanding of Engineering,
Environmental, Chemical & Biological
aspects of watersupply
• Have faith in your Team mates, Discuss the
problems and work out solutions.
• Aim and strive to develop work culture

9. Improvements?
• Source
• Pumping
• Treatment
• Conveyance
• Storage
• Distribution net work

10. Engineering Aspects
• Site selection [Silting, Seasonal variation, Safety
during rains & floods, Pollution.
• Selection of Plant & Equipment
[Type and Number of units required]
• Periodical inspection [Service Reservoir, Water -
Works , Distribution network, Pollution]
• Design and Lay out of Distribution network
[should be planned to last for considerable period/
Long time & short time Population projections.]
• Maintenance schedule [Stitch in time saves nine]

11. Executive aspects
• Work-out manuals [Water supply & Treatment (Ministry of
Urban Dev.) Laboratory instruments, Safety in water works
(Chlorine), Laboratory Analytical procedures.
• Building & Infra-structure [Proper lay-out & space for
storage of raw materials and Chemicals, Electrical fixtures,
Ventilation, Specific requirements, Emergency Exits ,etc.,]
• Communication facilities [Memo-pads, Intercoms, Fax
Telephones, and alarms,]
• First Aid , Waste management & Fire Safety
[First- aid kit, Fire extinguisher, Self breathing Apparatus,]
• Periodic Checks & Training [Analytical Quality Control
and Regular training of staff to update the knowledge &
the skills for Proper Water Quality Management ]

12. Laboratory Aspects
• Quality of Materials [Water Treatment Chemicals,
Instruments and Spares]
• Basic Facilities [Distil water, Chemicals, Glass-
wares, Instruments, Consumables ]
• Instrument Calibration [Periodical checks and
Document verification]
• Fire and Laboratory Hazard Safety
[Life saving skills, Safety Training & Mock drills]
• Accuracy & Reproducibility [ Analytical Quality
Control, Intra & Inter laboratory comparison and
skill development ]
• Reports & Documentation [Chain of custody and
documentation and Reporting procedures]

13. Public Relation Aspects
• Encourage Public awareness [Arrange
Visit to Water Works, Exhibition, Publication
of Leaflet / Posters, do’s & don’t, Sanitation,
Personal Hygiene, and Water conservation]
• Quick response to Complaints [Improved
Public image, Reduced Water wastages ]
• Keep in touch with user groups [Periodical
water quality survey at Consumer Tap]
• Quick response to Public Interest Litigation

14. Extra Vigilance Requirements
• Fairs & Religious congregations
• Bus stand and Railway station
• Law & Order situations
• Public gatherings
• Unusual rise in Chlorine demand
• Unusual depletion of Residual Chlorine
• Natural Calamities (Floods & Earthquakes)
• Epidemics
• Scarcity areas