Multimedia Case Study

Case Title:

Culture Change Management Programme (CCMP) at Cyberabad Police Commissionerate, Government of Andhra Pradesh, Indian

In 2003, for the first time in India, the Cyberabad Police Commissionerate initiated 'Culture Change Management Programme' or CCMP. The programme faced age-old inertia from the police personnel who had been trained to follow the service manuals developed in the 19th century by the erstwhile British rulers.The manuals were developed with a specific intention to use the police as an oppressive force and alienate it from the Indian masses to maintain the British tranglehold on India. The CCMP was adopted to ensure quality policing in the Cyberabad Commissionerate by making the police people-friendly and improving the working environment at the police stations. Under the programme, Cyberabad Police embarked on a vision of achieving excellence in service delivery and improving the image of police through enhanced practices, supervision procedures, decentralisation of power, creation of a system to enforce accountability apart from changing the role and functions of the police in the society. The transformation entails redesigning and redefining of workflow processes and ushering in an attitudinal change among the police personnel. CCMP has yielded quite a few tangible results with much of the potential yet to be realised.

Pedagogical Objectives:

• To understand the historical context of Indian police system
• To understand how a very important arm of a government machinery can be corporatised in terms of articulating a vision, setting goals/objectives, measuring the performance vis-à-vis the goals, etc
• To elucidate the importance of 'Quality' leadership in any Change Management Program
• To delve into Customer Relationship Management in public utility services.

Keywords : Multimedia Case Studies,Change management, Resistance to change, Indian policing, Culture Change Management Programme (CCMP), Vision, mission and goals, Attitude change, Corporatisation, Cyberabad Police Commisionerate, ISO certification, First ISO certified Police Station, Community partnerships, Culture, Training, Learning, Challenges for CCMP

Contents:

• Introduction
• Indian Police prior to CCMP
• Change Management Implementation