Recommended Quality of management Model for BCC

A quality management model for BCC should be formulated. The model should make sure that it incorporates all the factors that the study has identified as a starting point. The use of existing models or strategies could be done. It is unfortunate that the Central Government does not have clear policies on quality management of the country because it could have been easier and better if the proposed model could use a framework for the Central Government Quality Management policies when being formulated.

It is proposed that EFQM model be adopted for BCC because it will address all the issues dealing with the key elements of service quality that BCC has to work on to improve its quality of service delivery plus the factors uncovered by the SDA. If BCC adopts this model, it will definitely improve the way it provides services to the public since EFQM deals with both the organisation (enablers) and the customers (results) this has been discussed in section 2.3.2 of this report.

It is also advisable that BCC should make sure that it incorporates a system on how it could sustain its finances because quality comes with cost and the only main and stable financial muscle that BCC has are the city rates that it collects from the public after every six months. It needs to come up with a plan on how it will recover the cost that will be invested in the quality management of the city just like how the other countries do ( refer to section 2.7 of this report).

TQM philosophies should also be included in the model (refer to table 2 and section 2.3.1 of this report) as it will assist in the identification of problems from the roots making it easy to eliminate on top of the philosophies that it offers.

For the other municipalities of Malawi, the same model could be used but taking into account the main issues that affect the quality of service delivery and how they could sustain the finances to maintain their quality management system. The same model could be used for the other municipalities in Africa except that they should consider their cultural values and economy of that particular country.

5.6 Conclusion

It is important to have a quality management system in any organisation whether it is a public or a private institution, whether it is small or big. Because the more organised an organisation is on quality the more money it makes, the more time and money it saves, the more customer it makes and the more trust it gets from them. In public service industry, especially in municipalities, the more organised you are in quality management, the more trust and satisfaction you give to the customers. A satisfied community contributes a lot to the economy of its city and country.

The study has shown that they are the small issues that could improve or destroy the quality of services delivery in municipalities. These are issues like understanding (empathy), responsiveness, tangibles, reliability and assurance to the customers will contribute a lot to the quality of that particular service. If these issues are addressed properly, then service providers will be able to give their customers the expected or exceed the expected services that the look forward to get from them.

To be able to deliver the expected quality of services to the customer using the above mentioned features, municipalities need to have a very good infrastructure, financial, customer relation and involvement background. A good quality management strategy (model) will help in the maintenance and improvement of quality of service delivery. Quality management starts in boardrooms, it is advisable that top management should get involved in any

quality management system.

And lastly, it is high time the government of Malawi comes up with the National quality management policy of the country to be adopted and help in the formulation of strategies in different sectors of this country. Remember, a satisfied community contributes a lot to the economy of its city and country.

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Appendices