Operations and Project Management Case Study

Cyberabad Police’s ISO 9001:2000 Certification Programme: A Model of Success?

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Abstract:
More than half a century after Independence, the Police Act of 1861 – an instrument of British colonial rule - still regulates the operation of the Indian Police force. Police in India has been criticised for being arbitrary, corrupt and brutal. Its highhanded way of dealing with crime as well as citizens has given it an image of an oppressive force. With India emerging as a global investment hub, there was a need to make policing standards in India comparable to anywhere else in the world. Attempts were made by some government and non-governmental organisations to expedite the process of police reforms in India. In this direction, one of the most spirited initiatives to bring reforms in the police force has been undertaken by the Cyberabad Police Commissionerate in the state of Andhra Pradesh. To sustain the process of change, the Cyberabad Commissionerate adopted ISO certification. Jeedimetla Police Station became the first police station in India to achieve the distinction of being an ISO 9001:2000 certified police station.

Pedagogical Objectives:

• To understand the Cyberabad Police Commissionerate's ISO 9001:2000 Certification Programme
• To discuss whether the Cyberabad's initiative is a model of success?

Keywords : Multimedia Case Studies,ISO 9001:2000 certification, Cyberabad Police, Culture change management, Quality management system (QMS), Public-private partnership, 5S (sort, set in order, shine, standardise and sustain, Kaizen, Leadership, Mission, Vision, Empowerment, Work culture, Reforms in public sector, Citizen-friendly initiatives of police, Leadership in public service

Contents:

• The Need for Change
• Preparing for the ISO 9001:2000 Certification
• The ISO 9001:2000 Certification
• Cyberabad Police: A Role Model?