Abstract

The overall policy and strategies of an organization i.e. employeepolicy or employee development strategies, resource management as well asmonitoring and control strategies characteristically have an effect on the qualitymanagement of the organization. These policies usually also have impact onthe stakeholders i.e. satisfaction of the wider community and employees ofthe particular organization. The aim of this paper is to examine the policyand strategies of the Chittagong City Corporation for quality improvementand how these policy and strategies impact on the needs of its stakeholders.This paper is guided by the EFQM model as the theoretical underpinning thatprovides specific enabler criteria of quality management of organizations suchas employee policy, development of partnerships and resource management,and the monitoring of strategies. These enabler criteria help to explain the waysin which total quality management is implemented in any organization.Data for this study was collected from a total of 142 participants, includingselective officials of the Chittagong City Corporation, city dwellers,government officials and civil society representatives by using a structuredquestionnaire. The findings of this study reveal that the CCC has failed toconvey clearly its quality mission and objectives to its employees at all levels.