Applying Total Quality Management Tools on North Sindh Urban Services Corporation

Contents
1. 2. 3. 4. 5. 6. 7. Introduction of the Organization .......................................................................................................... 2 Vision..................................................................................................................................................... 3 Mission: Core Purpose .......................................................................................................................... 3 Organogram of NSUSC .......................................................................................................................... 3 Values .................................................................................................................................................... 4 Major Projects/Activities ...................................................................................................................... 4 Scope of the Term Project .................................................................................................................... 8 7a. 7a. 8. Data Collection .............................................................................................................................. 9 Nature of Complains ................................................................................................................... 11

Applying the TQM Tools...................................................................................................................... 12 8a. 8b. 8c. 8d. 8e. Control Charts (X & R Chart) ....................................................................................................... 12 Pareto Analysis ............................................................................................................................ 12 Cause & Effect ............................................................................................................................. 12 Histogram .................................................................................................................................... 12 Process Capability ....................................................................................................................... 12

9. 10. 11.

Analyzing the Process Capability......................................................................................................... 12 Conclusion ....................................................................................................................................... 12 Recommendations .......................................................................................................................... 12

1. Introduction of the Organization

In 2009, the Government of Sindh committed to the Sindh Cities Improvement Investment Program (SCIP), with Asian Development Bank assistance. This is a 10 year, $400 million multi-tranche program to improve water supply systems and facilities, which is among three of the basic urban infrastructures in Central Sindhs secondary towns. Overall, SCIP has four parts as follows: Part A: urban planning, institutional development, and program implementation support for program execution and institutional reforms; Part B: water supply and wastewater management improvements to boost service coverage, quality, and reliability through civil works and equipment provision; Part C: SWM improvements comprising the provision of civil works and equipment required for the construction and operation of sanitary landfill facilities, solid waste collection equipment, and communal waste bins; and Part D: operational and transition support funding to cover cash shortfalls in the newly established USCs in advance of planned tariff increases and greater cost recovery. According to the design monitoring framework, the impact of SCIP will be improved health and quality of life for an estimated 4 million residents in Sindhs participating secondary towns and improved economic competitiveness of the towns. Further, the result will be enhanced quality, coverage, and reliability of water supply, wastewater and SWM services for an estimated 570,000 households in participating cities, through reforms which include introducing well-managed, financially sustainable urban service providers and more efficient urban planning, whilst creating a platform for increased private sector participation in the sector. The North Sindh Urban Services Corporation (NSUSC) has been established as part of the Sindh Cities Improved Program under the Companies Ordinance 1984 for the secondary cities of Northern Cluster of Sindh Province. This urban services corporation will aggregate participating TMAs Water supply, wastewater and solid waste management operation on a single institution to leverage economies of scale, introduce new skills and management and increase focus on operations, maintenance and financial management. The NSUSC aims to improve the quality of urban service delivery n cities under

service. This proposed long term program of support will target select growth centers, clustered together to benefit from economies of scale and their strategic location along the National Trade corridor. The NSUSC clusters six urban cities of Sindh which include, Sukkur, New Sukkur, Larkana, Shikarpur, Khairpur, Rohri with Ghotki & Jacobabad recently added forming the northern cluster. Sukkur city remains the anchor town for the operations and services and management of the NSUSC. While each TMA office operations of the three municipal services delivery is headed by a local NSUSC office staff.

2. Vision
To be a leader in sustainable water supply, sewerage and solid waste management, delivery of quality customer services.

3. Mission: Core Purpose

To deliver sustainable water supply, sewerage and solid waste services in a safe, efficient and effective manner.

4. Organogram of NSUSC
The organizational Structure of the NSUSC is as follows; The Board of Independent directors oversee and manage overall the major works of the corporation through Managing Director hired over merit by a competitive process selection. Under Managing directors is a Director the of a

Finance/CFO and the Director Operations & Services. The CFO oversees all the finances and human resource departments, while the Director O&S handles the Quality Assurance and Customer Care department, Technical Department, the Capital Works department.

5. Values
(i) Honesty and Integrity NSUSC will operate with honesty and integrity in all that we do and be respectable of the views of our consumers and stakeholders. (ii) Health and Safety The health and safety of the people and the community is a total commitment. (iii) Innovation Utilize & innovate to create best value for stakeholders (iv) Teamwork and Professionalism Strive to achieve excellence in all areas of services through teamwork, professionalism and a culture of continuous improvement. (v) Staff Well-Being and Life Balance Value the staff, acknowledge the importance of life balance and will assist staff to manage work, personal and family commitment.

6. Major Projects/Activities
Some of the major activities/projects completed by the organization are; Contact S. No. Title of Project / Contract Project Description Amount (US$ Million) Improvement of 1 Sewerage System Khairpur City Improvement and Rehabilitation of 13 Nos. Sewerage Disposal Station in Khairpur City 2.30

This project includes locating and Test Well Drilling for 2 Water Supply at Rohri Town setting out of 6 no. test well sites, Mobilization of drilling rigs and equipment, Drilling each well to depth of approximately 35m including temporary casing Sanitation, Drainage, 3 Sewerage Strategy and Prioritized works Larkana Skip Platforms for Solid Waste Collection Construction of Brick 5 Lined Channel at Khairpur. Installation of 300 SKIPS Platforms for Solid waste collection/ Disposal in six cities of North Sindh Construction of Brick Lined Channel from WSP Pond to SCARP Drain at Jamali Goth, Khairpur. Project Description S. No. Title of Project / Contract Contact Amount (US Million $) Procurement of Diesel 6 Generator Sets for Khairpur and Shikarpur Provision of 11 sets of Diesel Generators of Khairpur and Shikarpur. 0.28 0.025 0.52 Improvement and Rehabilitation of 13 Nos. Sewerage Disposal; Station in Larkana City 3.00 0.27

Procurement Of Solid 7 Waste Collection Equipment Procurement Dewatering Equipment

Provision Of Solid Waste Collection Equipment for all six cities of Northern Sindh Provision of De-watering sets for all six cities 0.075 2.41

Procurement of Priority Equipment

Provision of jetting machine and suction machine as priority equipment for all six cities of North Sindh 1.30

TOTAL

10.18

Whereas, some of the projects underway are listed as below; Contact S. No. Title of Project / Contract Project Description Amount (US Million $) Rehabilitation of 03 Water Treatment Plants 1 and Waste Water Facilities at Sukkur, Khairpur and 13 disposal This project includes Rehabilitation of the 2.5 MGD Khaki Shah Water Treatment Plant at Khairpur, Rehabilitation of the 2.5MGD Numaish Gah Water Treatment Plant at Sukkur, Rehabilitation of the 5.0 MGD Bunder Road Water Treatment Plant at Sukkur, 9.17

station at Shikarpur Cities.

Designing and construction of 3.0 MGD New Water Treatment Plant at Airport Road Sukkur 75 percent work completed

Water Distribution Network Improvement (DNI) Project Sukkur, Rohri and 2 Khairpur TOTAL 17.17 Provision of 24/7 safe drinking water through DNI( Distribution Network Improvement Zone) to approx.. 35916 house hold (Work started in Jan 2013) 8.00

Projects under Tender are listed as below; Contact Project Description Amount (US M $) This project includes Rehabilitation of the 2.5 MGD RSGF Plant at Khairpur 0.6 Ready to be Tendered Remarks

S. No.

Title of Project / Contract Rapid Sand

Gravity Filtration (RSGF)

Small Capital Works, Package-01 2 and Package in, Sukkur, New Sukkur Khairpur and Rohri TOTAL

Package-01,Rehablitation & operational improvements of disposal stations and water supply pumps stations, Sukkur, New Sukkur and Rohri, AND, Package-2, Valve system improvement, Sukkur, Rohri and Khairpur and distribution system improvement old Sukkur. 1.3 0.7 Tender documents under preparation

7. Scope of the Term Project

The NSUSC is a service providing organization, where municipal services delivery in 06 cities of Sindh is being carried out. Every day, complains related to municipal services delivery issues (water supply, sanitation and solid waste management) are registered. The NSUSC has a separate Quality Control & Assurance Department along with a complaint Center. The QAD and the Complaint Center is headed by the Manager Operations & Services who looks after day to day operations and issues in all of the 08 cities under the corporation. The Manager reports to the Director Operations & Services who reports to the Managing director. The complaint center daily records public complains in form of the following: 1. Telephonic conversation 2. Emails 3. Text Messages 4. Direct Complains 5. Visual Inspections These complain are recorded daily on 3 times of the day that is morning, Noon and afternoon. Some of the complaint not addressed after noon, usually are transferred again on-to the second consecutive working day. The chart that is filled over to register complains is as follows; S.No Complain Number Complain registered Complain registered Time of Complain Register Complain detail Status

via

by

9:00am

12:00 3:00pm

The NSUSC receives a number of complains daily, and considering the nature of the industry, high number of frequent complains indicate that there are certain issues that need to resolved at the organizational end to improve its service efficiency and effectiveness. Thus minimum complains would prove that the company is working at its best to deliver the services which in turn would result in a low customer complain number.

7a.

Data Collection
20 days complains data is collected recently from the past month following the month of August, 2013. The data was given by the Operations & Services Department with only the number of complains that were received in the past 20 days. The complains data with complete details (as given by the organization is as follows) Complain Number 6941a 9:00am 15 Time of Complain Register 12:00 noon 20 3:00pm 14

S.No

6941b

10

10

12

6941c

14

13

15

6941d

13

12

12

6941e

14

16

13

6941f

13

13

6941g

12

15

18

6941h

12

13

6941i

10

14

10

6941j

10

12

11

6941k

11

19

21

12

6941l

15

20

22

13

6941m

25

20

28

14

6941n

18

14

20

15

6941o

16

17

25

16

6941p

24

19

28

17

6941q

17

14

15

18

6941r

17

20

19

6941s

10

20

38

20

6941t

33

40

47

7a.

Nature of Complains

The organization didnt allow to show daily complaint and each complaint nature, however, after a verbal discussion, some of the most common and frequently occurring complains that were received in these 20 days were clubbed. These are as follows; 1. Pipe Leakage 2. No Water Supplied 3. Dumping Of Waste On Streets 4. Dump Site Not Evacuated 5. Staff Not Arrived After Complained 6. Road Settlement 7. Dirty Water Supplying 8. Workers Not Working 9. Request For Replacement Of Pipe 10. Missing Gutter Slabs 11. Excavated backfill material dumped on road 12. Waste Smell along streets/Mohalla 13. Mixing of water supply and wastewater line 14. Choking of pipe lines 15. Overflowing gutters 16. Solid waste dumped in wastewater lines 17. Diesel Generator Sets not operational 18. No fuel Available for DG sets 19. Pumping machinery too noisy 20. Pumping machinery not functional 21. Brackish water supplied in residential areas 22. Spreading of waste during collection by vehicle

8. Applying the TQM Tools

8a. 8b. 8c. 8d. 8e. Control Charts (X & R Chart) Pareto Analysis Cause & Effect Histogram Process Capability

9. Analyzing the Process Capability 10. Conclusion 11. Recommendations