Punjab Police

Punjab police Final Project

Total Quality Management Punjab PoliceFinal project

Amna Iftikhar 09108035Mohd.Haris 09108022Adeel Ahmed 09108021 Ahmed Mir 09108109 Tallal Sharif 09108073

Table Of ContentsContentsAcknowledgement.1Executive summary..2Introduction3TQM in Police Department:5Hierarchy of organization9Upper level Ranks:9Lower level Ranks:9process flow.10Lean Management..11Causes to implement kaizen:13Need of improvement in these areas:14Package of reforms for improvement:14Mandatory registration of cases:14Improvement in quality of SHOs:14Raising level of supervision in urban police stations:14Accountability:15Introduction of shift system in five major cities:15Construction and repair of police stations buildings:15Financial relief package for constabulary:15Standardized16Sort:16Strengthen:17Sweep:17Self-discipline:17FMEA:20Design FMEA:20Process FMEA:21ISO 9001 Standard - Some Facts22ISO as a vehicle for reform22Objectives of ISO 9001:2000 Police Stations22Implementation Stages23Corrective measures23Impact of ISO 9000:200124Transparent Functioning24Increased Employee Satisfaction24Areas of concern24Improvements with the application of ISO:24Challenges24

AcknowledgementWe are sincerely thankful to all those people who have been given me any kind of assistance in the making of this project report. I express my gratitude to MR. Umer Mukhtar whose teachings gave us conceptual understanding and clarity of comprehension which ultimately made our job easy and whose vast experience and knowledge have been able to guide us both ably and successfully towards the completion of the project.Last of all but not least we would like to acknowledge our gratitude to the respondents without whom this project would have been incomplete.

Executive summary We are students of BBA and doing Total Quality Managements project on police station. Total Quality Management is a structured system for meeting and exceeding customer needs and expectations by creating organization wide participating in the planning and implementation of breakthrough and continuous improvement processes.TQM is unique because it can implement on each and every thing from our routine daily life to the world wide businesses. In this our project we have cover some areas and all these areas are interlinked with each other , if any of these areas are missing so it is impossible to follow TQM. Here we have develop process mapping of police station, how a report is registered and how the actions takes place after registering a complain. Then we have tried to implement kaizen as a tool for improvement and for reducing wastages. After that we have implemented 5S (Standardization, Sort, Straight, Sweep and Self-discipline).here we doesnt make QDF for police station because there is no any comparison of police with any other entity, because it is single defense unit for society which is delivering services. Then we have implemented FMEA (Failure Modes Effects Analysis) for making analysis over the failures modes of several cases and then their effects. At the last we have implemented Six sigma, firstly by calculating sigma level where as it is operating under 3.3 sigma level and then we tried to implement ISO 9001-2008 for Quality Management System and its aims are to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.

IntroductionPolicing does not "produce" a product, and its "services" are fundamentally subject to conflict and dispute. Policing is an exercise in symbolic demarking of what is immoral, wrong, and outside the boundaries of acceptable conduct. It represents the state, morality and standards of civility and decency by which we judge ourselves. That society gets (roughly speaking) the police they deserve is an old, but nevertheless true. More importantly, the contribution of the police to civil society cannot be measured, demarcated narrowly, nor reduced to a monetary metric.Police work is unexpected work, uneven, unpredictable, and diverse, dispersed over time and space, and thus it is essentially inefficient. Policing is inefficient because it was so designed. Police functions were public functions precisely because they could not be privatized and made profitable without threatening the civil fabric. Police cope with the untoward at length and in an inefficient manner because their technology" is language and speech- persuasion, guile, lies, and family, threats and applied force, just as their primary work is "people work." Their fundamental resource is public trust, and their obligation is to sustain it. Without it, they must resort to force or unmitigated fraud. TQM in Police Department: TQM is used to design empower the worker, where as there is discrimination among upper and lower level officers. The value of lower level officers is not so repudiated just due to the system which they have established. Their satisfaction level at the work place is low so for to fulfill it they sometimes tried involving in unethical and illegal deeds like robbery, bribery etc. so there is no equal distribution of empowerment due to which their motivational and satisfaction level is low. TQM wishes to increase responsiveness to the "customer." But police is not popular in responsiveness; the police keep a jail, arrest people, apply violence, and write tickets. To surveillance, control, and manage citizens conduct. But due to inequalities in the lower, middle and upper classes there is difference among the responsiveness to all of them. Upper classes always take advantage of their status and money and police is always ready for them to take any action instead of helping lower class who is unable to register their cases. TQM seeks to increase managerial flexibility. Where as they always uses top-bottom approach, no involvement of middle and lower ranked officers in any decision making. They just have to follow commands and orders of top level officers. They dont even clear about their goals which are also a demotivational characteristic for them to create responsiveness. The idea that workers can be converted to value symbolic rewards over monetary rewards assumes that they will take to heart the governance of the organization. There is no evidence that a large number of police chiefs are willing to do this or have done it. All of them do not need of just value symbolic rewards because they have need of monetary reward. It seems from their harsh behavior towards the public and as the take bribery even for doing legal work. TQM holds out reduced operating costs as a consequence, but it is unclear how to reduce the cost. Whereas the police budget is always fixed there is no any increase in it so their profit margins are also low. Sometimes for raising their profits they use illegal ways to fulfill them according to their desires, like robbery and bribery.

HistoryAs we discuss about the history of police there were many of the eras like Mughal era, sikh era, British era then the era of police after separation of Pakistan and India. The Punjab Police played a significant part in handling the refugee crisis of 1947-48. It continued as a separate organization till 1955 when it was merged with the police of other provinces to create the West Pakistan Police. There were several attempts to review and reform police organization and performance during the 1950s and 60s which however could not be implemented.The legal framework of the police underwent a major change as a consequence of Devolution of Power Plan. The devolution of power plan called for the devolution of the authority of the Provincial Government to the Districts and the introduction of Public accountability of the police.In line with the devolution of Power Plan the office of the District Magistrate was abolished in 2001 and a system of Public Safety Commissions was introduced. These changes were incorporated into a new Police Law which was promulgated in 2002. Apart from Public Safety Commissions, the Police Order 2002 also provided for a professional Police Complaints Authority, increased powers for the Inspector General of Police and separation of the watch & ward and the Investigation functions of the Police.Punjab Police has had an extremely proud history and the legend of the keeping duty before itself. Even before independence Punjab Police had name in the country for effective policing and this has been continuously improving through the personal examples of its leadership supported by great traditional discipline and highly professional attitude.A safe and secure environment is essential not only for economic prosperity but also for social cohesion and political development. Police, as the primary law enforcement agency in the Punjab, bears the responsibility for providing safety and security through control of crime and maintenance of public order. In view of this responsibility, the Punjab Police have adopted a policing strategy that lays emphasis on community participation and problem solving. This strategy also incorporates the reforms that have been initiated by the Federal and the Provincial Government.

Organizational SetupThe Punjab Police operates under the Police Order 2002 and the Police Rules of 1934. There is a Central Police Office at Lahore which has a number of functional units like Finance & Welfare, Establishment, Headquarters, Operations, Training, Punjab Constabulary, etc. Some of these units report to the Inspector General of Police directly while others report to him through the Additional Inspector General of Police Punjab. The Regional Police Officers/Range Deputy InspectorsGeneral of Policereport to the Inspector General of Police directly and they do not form a part of the Central Police Office. The Punjab Police is an attached department of the Home Department,Government of Punjab however the Inspector General of Police is an ex-officio secretary to the Government of Punjab. The Punjab Police is staffed by officers of the Punjab Police and the Police Service of Pakistan. Hierarchy of organizationUpper level Ranks:Include the members of the police above the rank ofInspector. The following constitute senior ranks:

Inspector General Additional Inspector General Deputy Inspector General Assistance Inspector General/Senior Superintendent Superintendent Assistant Superintendent/Deputy Superintendent

Lower level Ranks:Include police officers below the rank of Inspector. Inspector Sub-Inspector Assistant Sub-Inspector Head Constable Constable

PROCESS FLOW

Lean Management:Lean management is all about to remove wastages. So in this way we can make continuous improvement by eliminating and removing wastages.There are some common wastages at the police station: Waiting: Idle time due to the imbalance of work contents in a sequential process. Sometimes police officers are not present at their duty so, the applicants have to be waited for them. And sometimes they refuses to register the F.I.R due to which unwontedly people waits for the registration of F.I.R. So this is a wastage which we have to overcome. Process: non-value added activities like improper inspection, extra processes involved for the registration and investigation of the case, complaint. Storage: Storage of non value added processes or storage of all old records in the store room which are not saved properly. So it also creates wastages. Motion: unnecessary movement of operations and processes to complete a task. Like extra movement for signatures, inquiries etc are also wastages.So for removing all these wastages we have to implement lean management as well as Kaizen.There is a lot of need of improvement at every level of the organization. So, for making improvement we have to use Kaizen (continuous improvement).

KaizenKaizen is a system of continuous improvement in quality, technology, processes, company culture, productivity, safety and leadership. Kaizen is a system that involves every employee - from upper management to the cleaning crew. Everyone is encouraged to come up with small improvement suggestions on a regular basis. This is not a once a month or once a year activity. It is continuous process.Kaizen involves setting standards and then continually improving those standards. To support the higher standards Kaizen also involves providing the training, materials and supervision that is needed for employees to achieve the higher standards and maintain their ability to meet those standards on an on-going basis.Kaizen is focused on making small improvements on a continuous basis. Kaizen involves every employee in making changein most cases small, incremental changes. It focuses on identifying problems at their source, solving them at their source, and changing standards to ensure the problem stays solved. These continual small improvements add up to major benefits. They result in improved productivity, improved quality, better safety, faster delivery, lower costs, and greater customer satisfaction.

Causes to implement kaizen:The most common public grievances against police are listed below: Refusal to register F.I.R Insulting behavior of police officers towards the public Harassment Taking bribery from citizens (for even lawful work) Illegal detention Torture of accused/arrested Discrimination against the poor and less privileged Susceptibility to political interferenceNeed of improvement in these areas: Package of reforms for improvement:For improving the police stations the Government of the Punjab should have to launch a package of reforms for improvement of police stations. It would must be part of Mahfooz (safe) Punjab programme, the Chief Minister of the Punjab should have to take an initiate for the improvement of police station culture.

The committee should have to assign the task to identify the maladies generally afflicting the Police Station working and to suggest ways and means to: Improve the working environment of the police station Reduce public complaints Enhance efficiency

Mandatory registration of cases: Reporting centers in all police officers should be open to facilitate registration of cases. Section 182 of the Pakistan Penal Code should must be amended to provide a harsher sentence for having a false case registered. Improvement in quality of SHOs: For improving the quality of SHOs the number of criteria should be used for selection of officers for posting as SHOs. They should have to include seniority and length of service as Sub Inspector or Inspector, a superior performance record, effectiveness in crime control, a good reputation, and completion of training courses.

Raising level of supervision in urban police stations: There is also need to raise level of supervision in urban police stations, an Assistant or Deputy Superintendent of Police should be posted as a Supervisory Police Officer (SPO) in each of the urban police stations in Lahore, Rawalpindi, Faisalabad, Multan and Gujranwala. The number of such police stations is 106. The SPOs would guide the SHO, ensure better public dealing and improved police performance. Accountability:Accountability is also most important variable to making improvement in all the processes which are used in any police station. So, Inspection and Vigilance Cells must be created at the Range/Region level on the successful model of the CPOs Inspection and Vigilance Cell. The DPOs should given disciplinary powers over officers in the rank of Inspector in order to ensure enforcement of discipline.

Introduction of shift system in five major cities: Punjab police must have to introduce 12-hour shifts immediately in urban police stations of five major cities. Rawalpindi, Lahore, Multan, Faisalabad and Gujranwala.

Construction and repair of police stations buildings: By constructing and repairing of police stations we can also make improvement in the infrastructure of police station. Every police station in the province should have its own purpose-built building. Buildings for the 93 police stations that are housed in rented premises will be constructed as a priority. The existing buildings must be repaired and improved urgently.

Financial relief package for constabulary:By providing financial relief package for constabulary they can also make improvement as an incentive for better performance, the SPOs and SHOs should be paid a special allowance of an amount equal to one basic salary plus 20 days daily allowance per month. All constables and head constables will be paid a special allowance of Rs. 2000 per month.

Implementation of 5 S

Standardized:It is the process of developing and implementing technical standards. The method is made to facilitate processes and tasks; this is why it interlinks withlean management. Standardization often means the process of establishing standards of various kinds and improving efficiency to handle people, their interactions, cases, and so forth. It also include formalization of police and judicial procedure in police station and in the court, they also have to establish uniform criteria for all police officers. There is need of following DeJoro standards which are part of legally binding contracts, laws and regulations. So there is need of standardizing all the processes to avoid any abnormality or any type of misleading and ambiguity in the processes and procedures at every department of the police station. Here police has to provide standardized safety services to the society, to keep healthy environment. There are some benefits of standardization and that are it reduces the wastage of time, everything become clear, it reduces communication flaws. So by using ISO certification 9001-2000 they can easily make all the processes, procedures and polices standardized. ISO 9001:2000 specifies requirements for a quality management system where police station needs to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customers. Sort: Here they have to identify which procedures are needed or not needed. If there are any unneeded processes so they have to remove them. So it also works under lean management it will automatically reduces the cost and time over the useless procedures and processes.

Strengthen: To keep everything that is needed in an orderly fashion so that things can be accessed easily. So now police station has to be become more strengthen about their whole setup by which they can easily make access to any thing or can help in solving problem easily. Like they have to restructure the police stations, then they also have to create such sequence of all police officers offices that anybody can make easy access to that particular officer related to the problems or cases of the applicants.

Sweep: Here the cleanliness is required for the police station like the premises, floors, walls and all other stuff in the police station must be clean and kept in an organized manner. So in this way they can also meet some standards and they can move towards the continuous improvement by following all these characteristics. In this way they can fulfill the social responsibility by providing a healthy environment at the police station.

Self-discipline: Self-discipline is training and control of oneself and ones conduct, usually for personal improvement. Self-discipline is also a part of total quality management, in which individual tries to improve his/her behavior so in this way we can also make continuous improvement in the whole organization. Whereas self-discipline is the element which integrate all other four S. so it is important for all the officers to try to create self discipline which will automatically leads to standardization, sort, strength and sweep.

Implementation of House of Quality:QFD Quality Function Deployment is a quality system, which is derived from the Total Quality Management . It is a fact driven process that uses extensive number of tools that are interlinked into the custom-tailored approach for the specific problem, organizational competencies and capabilities.It is uses for creating differentiation among similar products and services, whereas police is not a product or not services. So, instead of making comparison we have created QFD in which we have tried to make improvement in the police not only at any single department or level , it can be implement to the whole police processes, functions, decisions, for motivating the police officers, to make them more efficient and effecting by providing them communication from all channels which always cause or hinders the effectiveness and responsiveness of any problem. If we remove all communication flaws from top-bottom or even bottom-up then it will clears the goals of all police officers what they have to be do at which time. In this way everybody will come to know what is going on around them. By creating proper check and balances (feedback) about the goals of all level police officers we can control over the unethical deeds which sometimes police officers do. Then it is responsibility of the upper level officers to promote the right person for the next right job. So, this is the way by which we can make improvement by promoting a right person or leader to the next post. After that when a right person will be promoted he will manage or lead his/her officers who are performing under his/her consideration. That promoted person will also try resolve the case with the help of good team, if that team is not working according to him he must be empowered enough to provide training about how to work in the field or if someone is performing well then he must be awarded not only with the monetary rewards but also with the value recognition. So in this way that officer will be motivated and become satisfied , ultimately officer will perform more better according to his/her Head or supervisor.

Implementation of FMEA:FMEA: A Failure Mode, Effects and Criticality Analysis is a procedure for identifying potential failure modes in a system and classifying them according to their severity values.FMEA is an analytical team tool aim to prevent failure modes before they reach to its customers or to the users.Design FMEA: Design FMEA is uses to identify potential failure modes and evaluate the risk associated with each possible cause, while designing any solution of the problem during the whole case.

Process FMEA: Process FMEA is deployed prior to installation of new processes. This is most helpful in the police station because in this way they can make records of their all reports, complaints, thieves, arrested persons etc.The FMEA procedure is summarized as by completing the following steps: Define the problem that to be analyzed (when any applicant came for the registration any complain) Construct a pictorial diagram of problem over which whole processes have must be run (cause and effect of problem), ( when any case is filed police has to make analysis on that complain for causes and effects of that complain/problem) Identify failure modes at all levels of indenture (here they have identify the causes of failure of that case from its start to the end). Assign effects to the failure modes. (Now it is legal responsibility of case handler police officer to assign the effects of those failure modes of the case). Assign severity categories to effects (By assigning the severity of those effects they can use proactive approach for all other problems which may occur after some time during the case solving time. So, in this way they can eliminate wastages of time and money). Enter other failure mode data such as failure detection methods, failure rates, etc. Rank failure modes in terms of severity and criticality of case. Produce reports highlighting critical failures By taking maintenance actions to reduce critical failures of the case.So in this way we can implement FMEA at police station, due to which we can make continuous improvement and ultimately it will be lean management because in this way we can prevent our processes from any type of failure modes before reaching services to its users or applicants. So, the wastages will automatically reduce.

Calculation OF Sigma Level

Cases RegisteredUntracedPercentage of defectsPer million defects

167942[footnoteRef:1] [1: http://punjabpolice.gov.pk/crimesstatistics]

67003.99%39900

SIGMA LEVEL CHART

Accuracy %Sigma levelDefects per Million Opportunities

96.413.335900

APPLICATION OF ISO 9001ISO 9001 Standard - Some Facts Requirements for Quality Management System Aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements.ISO as a vehicle for reform A set of procedures that covers all key processes Monitoring mechanisms to ensure effective implementation Knowledge Management by documentation and quality record keeping Sustained checking for non-conformity and corrective action Regular external audit of the processes and the quality management system Facilitating continual improvementObjectives of ISO 9001:2000 Police Stations To ensure transparency in the functioning of the police stations To enhance accountability of the police personnel deployed in police stations To improve efficiency of the service delivery to the citizens specially those in distress Implementation StagesPreparation of Standard Operating Procedures (SOPs) and Instructions S.N. ISO-9001 (Clause) SOPDocument no.

1 4-2-3 Control of Document SOP/001

2 4-2-4 Control of Records SOP/002

3 8-2-2 Internal Audit SOP/003

4 8-3 Control over non-conformity SOP/004

5 8-5-2 Corrective Action SOP/005

6 8-5-3 Preventive Action SOP/006

7 7-5 Parameters & responsibilities for compliance of Instructions SOP/007

Corrective measures Daily Checking by SHO Random Quarterly Review by SHO Internal audit at every six months Management Review every six months in the presence of SP, Additional Superintendent Police, Deputy Superintendent Police Impact of ISO 9000:2001Transparent Functioning Public display of stated policies and targets Information desk Women desk System of Receipts

Increased Employee Satisfaction Empowerment Capacity building (Stress management, communication, soft skills etc) Improved work environment (work stations, mess, barracks)

Areas of concern Awareness needed regarding ISO among staff and senior officers Involvement of supervisory officers (SP, Addl SP, Dy SP) needed Shortage of manpower Improvements with the application of ISO: Visible change in attitude Good maintenance and retrieval of records Increased peoples satisfaction on the basis of feedback Challenges Resistance to change Doubts about the concept Shortage of resources Manpower Equipment Budget

Total Quality Management|Amna Iftikhar, Mohd. Haris, Adeel Ahmed, Ahmed Mir, Tallal Sharif

Receipt of Information

Non cognizable offences

Cognizable offences

Other reports

Decisionon report

Lodging of FIR

Appointment of I.O.

Investigation of report at P.S.

Investigation at the place of incidence

Completion of investigation & reporting

Filing of FR/ Charge sheet in the Court

Decision by Court

Non cognizable Offences

Entry in Register & Roznamcha

Missing persons

Breach of peace

Justice to applicant

Enquiry on the spot

Relief to complainant

Challenges of increase in Crime & Maintenance of Law & Order

Nakabandi & Vehicle Checking

Implementation of best system

Surveillance on Criminals

Community Policing System

Patrolling System

Preventive Action

Decrease in Crime

Attempts to prevent Crime

Identification of Crime prone area