Human Resource Management

HRM 465: Total Quality Management (TQM)

The purpose of this course is to acquaint with the students about the application of the concept of total quality management in organizations.


  1. Fundamentals of TQM: Concept, Basic elements, Major approaches, Difference between traditional management and Total Quality Management, TQM System, Benefits of TQM
  2. TQM Processes: Concept and Significance of Process reform, Quality Process, Continuous Reform, Strategies for Total Reform, Crises management against Reform
  3. Quality and Quality Circle (QC): Concept of Quality, Quality Dimensions, Concept of Quality circle, Characteristics of Quality Circle, Scope and Objectives of QC
  4. Leadership in TQM: Role of Leadership in TQM, Attributes of TQM leadership, organization Culture and behavior, Norms for employees
  5.  Continuous Improvement and Quality in Public Service: Concept of Kaizen, Characteristics of Kaizen, Kaizen cycle, implementation of TQM in Public Sector


Bagada, S.D. (2008). Total Quality Management. Delhi: Himalayan Publishing House.

Bank, John (2000). Total Quality management. India: Pearson Education Ltd.

Dhakal, Bimal (2066). Total Quality Management. Kathmandu: Airabati Prakashan.

Local Governance Specialization

LG 476: Public Service Delivery

The objectives of this course is to aware of the students about the paradigm shift in the policy of the government to act in partnership or in a collaborative way so that the services delivered to the people become reliable, satisfactory and trust worthy in quality and quantity.


  1. Introduction: Concept and meaning of public service delivery, pattern of service delivery, Sectoral engagement in public service delivery.
  2. Forms of service delivery, procedures of service delivery, technology used in service delivery, RTI and Public service delivery
  3. Approaches in public service delivery, organizations, planning and control for public service delivery, transparency in public service delivery
  4. Networking in public service delivery, interrelationship between citizen and governments in service delivery, integrity in service delivery
  5. Issues in public service delivery- quality vs quantity, service standard, benchmarking, participation and accountability


Egarman, John (2007). Service Delivery: A Challenge for Local Governments. VNG: The Netherlands;(approaches)

Gargan, John J. (Ed) (1997). A Handbook of Local Government and Administration. Hong Kong: Marcel Dekker Inc.

Henry, Nicholas (2007). Public Administration and Public Affairs. New Delhi: Prentice Hall

Holzer, Marc and Richard W. Schweitzer (2011). Public Administration: An Introduction. Delhi: PHI Learning