Implementation of quality initiatives in Indian public and private sector organizations

Abstract

Purpose – The purpose of this paper is to analyse and compare the implementation of quality initiatives in banking, insurance and tele-communication industry under public and private sectors in India. Design/methodology/approach – The study comprised of a descriptive research with a cross-sectional design. Preliminary interviews and extensive literature review was done to identify the quality initiatives to be considered for the study. Data were gathered through a questionnaire comprising of items on a five-point Likert’s scale. Descriptive statistics such as mean and standard deviations and inferential statistics such as paired t-test and correlation were used for analysing the data. Findings – The results depict that although both the sectors are trying to outsmart each other by the various quality initiatives undertaken, the private sector is still ahead in quality implementation. It is also worth witnessing a major overhaul in the public sector operations to service the end customer with utmost commitment good enough to match its private counterparts. Practical implications – The paper provides insights to young managers and researchers about the level of implementation of quality practices in public and private sector organisations and strategies for improvement. Originality/value – The paper contributes to theory and practice as little empirical research is available to understand the differences between the two sectors on the basis of quality initiatives. Also there is dearth of such a research in industries other than banking.