| ility and accuracy is the key of success of any | | | | on talent and capabilities of both labor and |
| emergency service. The quality of emergency | | | | management to improve quality and productivity |
| services includes wide variety of quality aspects, | | | | continually, using teams.Three important factors |
| all of which are important. The lack of detailed | | | | for success of TQM in emergency |
| information about any of these aspects means | | | | services:1.Participative management2.Continuous |
| that we have not able to figure out need of | | | | process improvement3.Managing TeamsCost |
| quality control area of vital interest to the people | | | | management is critical for the sustained quality |
| in India. In India awareness towards emergency | | | | emergency services because in any agency |
| services is not much in comparison to our | | | | resources are main concern especially in case of a |
| western counter parts. But it’s our moral | | | | nonprofit organization. When you are walking on a |
| duty to educate them about their right of safety. | | | | tight rope, you can’t afford dancing. The |
| There is a need of public private partnership (PPP) | | | | cost management is important in controlling a |
| in this area. The 108 Emergency services of | | | | nation’s healthcare expenditure.Emergency |
| Emergency Management and Research Institute is | | | | services like fire brigade, ambulance and security |
| a good step in this direction.The traditional | | | | and rehabilitation are people oriented, the |
| perspectives of quality and the familiar view of | | | | prevention and reduction of human errors at all |
| customer satisfaction are inadequate to manage | | | | level are of vital importance. In case of |
| the complex relationship between the emergency | | | | emergency people are in trauma and emotionally |
| service firm and the victims of emergency. | | | | charged up, this makes them difficult to handle. |
| According to one study by Lengrick Hall (1995) | | | | This means that top priority must be given to |
| victims play four roles in emergency care system | | | | human reliability with a set goal of 100 per cent. |
| —that of supplier, product, participant and | | | | Progressive movement towards this goal is |
| recipient. Plek (1995) describes TQM as a | | | | characterized by emphasis on two Zs. The |
| cooperative form of doing business, which relies | | | | two Zs for human reliability:1. |