Importance of Total Quality Management in Success of Emergency Services

Agility and accuracy are the key components of any emergency service. The quality of emergency services includes wide variety of quality aspects, of which all are important. The lack of detailed information about any of these aspects means that we have not been able to figure out need of quality control area of vital interest to the people in India. In India awareness towards emergency services is not much in comparison to our western counter parts. But it’s our moral duty to educate them about their right of safety. There is a need of public private partnership (PPP) in this area. The 108 Emergency services of Emergency Management and Research Institute is a good step in this direction.

The traditional perspectives of quality and the familiar view of customer satisfaction are inadequate to manage the complex relationship between the emergency service firm and the victims of emergency. According to one study by Lengrick Hall (1995) victims play four roles in emergency care system –that of supplier, product, participant and recipient. Plek (1995) describes quality management as a cooperative form of doing business, which relies on talent and capabilities of both labor and management to improve quality and productivity continually, using teams.

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