Life Matters | Oct 23,2021
Jan 3 , 2021
By Halima Abate (MD)
Many government institutions do not function the way they should in the delivery of goods and services. The assumption for long has been that government is a slow and lumbering institution with an objective and foundation different from that of the private sector, which is expected to function like a well-oiled machine.
The concept of quality of services delivery is a broader scope, and difficulty is often experienced when attempting to articulate the role, aim, characteristic and measurement that should be present when fulfilling public service delivery. The responsiveness of service providers to citizens’ concerns can answer this challenge to a certain degree. When citizens voice their concerns to politicians or policymakers, various reform activities can be adjusted and then implemented by service providers.
This could be done by outlining the relevant legal and regulatory framework and practices needed to support and enhance the quality, safety and environmental soundness of goods, services and processes. It also includes having a well-thought-out allocation of functions, stronger incentives and training for service providers and rapidly addressing coordination problems.
Laying the groundwork for quality improvement is not an easy task, but there is no shortage of suggestions. For instance, W. Edwards Deming used the Pareto Principle to help quality managers on the few vital issues that affected quality. The Principle introduced the 80/20 rule and was applied to help managers focus on a few vital issues that significantly affected quality (the 20pc) instead of the “useful many” (the 80pc). These are one of many that helped to revolutionise the field of quality improvement. His ideas were famously portrayed on an NBC show called "If Japan Can ... Why Can't We?" in reference to Japan's effective development of its manufacturing base in the latter half of the 20th century.
But implementing such operations' management (which maximise the production of goods and services) and quality management (which assures the satisfaction of beneficiaries) needs to be supported by a national quality policy and strategy. It should answer questions such as how institutions can improve productivity and reduce cost production and response times to meet customers’ expectations. This would come through a collaborative effort of citizens, service providers and policymakers.
Considering Ethiopia’s effort on the path to economic development, the current administration’s pledge to realise “quality” economic growth is appreciable. Hence, pronouncing a "quality policy" within the public sector - which runs the gamut from health and law enforcement to infrastructure development - to identify and define roles and responsibilities is essential to synchronising efforts.
To do this, we need to assess social capital. Standardisation may be useful in some contexts, but responsive services tailored to different users' needs require flexible solutions with user involvement and empowered staff. This is why any national quality strategy should be coordinated with agencies from different sectors included in the development process.
Forums on the development of such a programme can serve as effective platforms for the discussion of policies, programmes, services and research. Strategies and policies here should then be aligned with sectoral plans to ensure the centrality of quality delivery in every avenue of government planning. This creates ownership of the process by the public and implementing bodies. Creating a path forward for the strengthening of national policy development alongside strategy implementation is crucial.
A national "quality policy" requires national political will, decentralisation and community participation. A parallel process that eventually voids this should be avoided. Critical ingredients here are sustainability, knowledge sharing, transparency and accountability, where institutions are empowered to lead and guide country-led national policy development and implementation. Learning from what has not worked well should also be included, both on advocacy for quality prioritisation at the national level and national quality strategy implementation.
PUBLISHED ON
Jan 03,2021 [ VOL
21 , NO
1079]
Life Matters | Oct 23,2021
Radar | Jul 18,2020
Radar | Jun 11,2022
Viewpoints | May 08,2021
Radar | Feb 27,2021
Radar | Jul 29,2023
Sunday with Eden | Oct 16,2020
Fortune News | May 02,2020
Radar | Jul 08,2023
Advertorials | Aug 10,2023
Photo Gallery | 96134 Views | May 06,2019
Photo Gallery | 88396 Views | Apr 26,2019
My Opinion | 66994 Views | Aug 14,2021
Commentaries | 65716 Views | Oct 02,2021
My Opinion | Apr 13,2024
Feb 24 , 2024 . By MUNIR SHEMSU
Abel Yeshitila, a real estate developer with a 12-year track record, finds himself unable to sell homes in his latest venture. Despite slash...
Feb 10 , 2024 . By MUNIR SHEMSU
In his last week's address to Parliament, Prime Minister Abiy Ahmed (PhD) painted a picture of an economy...
Jan 7 , 2024
In the realm of international finance and diplomacy, few cities hold the distinction that Addis Abeba doe...
Sep 30 , 2023 . By AKSAH ITALO
On a chilly morning outside Ke'Geberew Market, Yeshi Chane, a 35-year-old mother cradling her seven-month-old baby, stands amidst the throng...
Apr 13 , 2024
In the hushed corridors of the legislative house on Lorenzo Te'azaz Road (Arat Kilo)...
Apr 6 , 2024
In a rather unsettling turn of events, the state-owned Commercial Bank of Ethiopia (C...
Mar 30 , 2024
Ethiopian authorities find themselves at a crossroads in the shadow of a global econo...
Mar 23 , 2024
Addis Abeba has been experiencing rapid expansion over the past two decades. While se...
Apr 13 , 2024
A severe financial stranglehold has been imposed on the banking industry, underminin...
Apr 13 , 2024 . By MUNIR SHEMSU
In an unprecedented move, the central bank has published its inaugural stress test report, uncovering potential fault lines within the finan...
Apr 13 , 2024 . By MUNIR SHEMSU
In a bold departure from its historical position on foreign investment, the federal government has opened...
Apr 13 , 2024 . By AKSAH ITALO
A proposed excise tax stamp system draws controversy amongst industry leaders in the alcohol, tobacco, be...