GBC Strategic Planning Network RUNNING AN ISKCON TEMPLE WITH STANDARDS OF EXCELLENCE DSA Gauranga Dasa CONTENTS Need Approach Initiative Other resources CONTENTS Need • In Srila Prabhupada’s Words “We have a mission to cultivate all over the world,” he said. “We have to print and distribute books and open centers and train devotees, and we cannot do that unless we are very organized and efficient. If we are to conduct a mission to save the fallen souls, which is the desire of Lord Caitanya and the previous acaryas, then we have to organize the sankirtana movement very nicely. And we have to be strict devotees.” – Life With the Perfect Master Satsvarupa dasa Goswami “Do you think this movement can go on without me?” Prabhupada asked. Giriraja was astounded that Prabhupada had called him in the middle of the night to ask him this. “I think,” said Giriraja, “that as long as we are sincere and go on chanting Hare Krishna and follow the principles, the movement will be successful.” Srila Prabhupada was silent. When he spoke, each word seemed to come with great effort. He uttered the word organization. Then he said, “Organization and intelligence. Is there anything else?” Giriraja felt within his heart that he wanted to cry out, “Srila Prabhupada, stay with us.” But instead he said, “No.” “All right,” Prabhupada said. And Giriraja offered obeisances and left. Outside Prabhupada's room, Giriraja continued to reflect on Prabhupada’s words: ““Organization and intelligence.” - FSrila Prabhupada-lilamrita, vol. 6 Religion vs. Organized Religion ORGANIZED RELIGION RELIGION INSPIRATION INSPIRATION SPIRITUAL LEADERS & FOLLOWERS SPIRITUAL LEADERS & FOLLOWERS INTEGRATION UNITY CONFORMITY Ensuring compliance with spiritual standards, Knits together socio-political-geographical-disciplic organizational expectations, legal, and financial diversities under the umbrella of Organisation obligations CONTENTS Need • In Srila Prabhupada’s Words • Mahaprabhu’s instructions to the Goswamis Lord Chaitanya dancing at Rath Yatra Lord Caitanya instructing Srila Rupa Goswami Lord Caitanya instructing Srila Sanatana Goswami Preserving the legacy CHANT HARE KRISHNA & BE HAPPY Endeavor: Documentation Result: Flawless Philosophy Following in the footsteps CONTENTS Need Approach • In Srila Prabhupada’s Words • Mahaprabhu’s instructions to the Goswamis • Principles of Quality Management How can we make ISKCON stronger Organizationally? Strong Organizations are: More SystemDependent Less PersonDependent • Systems don’t replace people • Systems empower & support people to create legacy • Systems then help to pass on the legacy to the next generation without dilution/loss Strong Organizations are: More Proactive Less Reactive Strong Organizations are concerned with BOTH: Quality Quantity A Step Toward Standardization & System-Dependence Endeavoring in direction of Systemdependent ISKCON than Persondependent 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 3. INVOLVEMENT OF PEOPLE 4. PROCESS APPROACH 5. SYSTEMS APPROACH TO MANAGEMENT 6. DOCUMENTATION 7. CONTINUAL IMPROVEMENT 8. FACTUAL APPROACH TO DECISION-MAKING 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 1. Devotee-focused Organization Spiritually Socially Happy Devotee Mentally Physically 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 2. Visionary Leadership Establish unity of purpose and direction Create and maintain the internal environment in which people can become fully involved in achieving the organization’s objectives 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 3. INVOLVEMENT OF PEOPLE 3. Involvement of people People of all levels Clear roles & responsibilities Bringing out the best in them Abilities engaged intelligently 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 3. INVOLVEMENT OF PEOPLE 4. PROCESS APPROACH 4. Process Approach Process Approach management Spontaneous Management A desired result is achieved more efficiently when activities and related resources are managed as a process. 4. Process Approach Process as “a set of interrelated or interacting activities that transform inputs into outputs.” Helpful in understanding the influence of decision of one activity on other. 4. Process Approach Cooking as a process Planning Precooking Cooking Storing What is the intended outcome for an ISKCON temple/community? More Devotees, Happier Devotees 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 3. INVOLVEMENT OF PEOPLE 4. PROCESS APPROACH 5. SYSTEMS APPROACH 5. Systems Approach To Management Identifying, understanding, and managing interrelated processes as a system Contributes to the organization’s effectiveness and efficiency in achieving its objectives. Typical Types of Process for any Organization 5.Systems Approach To Management 1 • Management Responsibility 5.1 Management Responsibility Strategic Planning Establishing Policies Setting Objective Management Review Ensuring availability of resources Ensuring Communication Typical Types of Process for any Organization 5. Systems Approach To Management 1 2 •Management Responsibility •Resource Management 5.2 Resource Management Manpower Money Attracting Volunteers Attracting Donation/ Funds Hiring Training Purchasing Maintenance Typical Types of Process for any Organization 5. Systems Approach To Management 1 2 3 • Management Responsibility • Resource Management • Process to achieve the outcome 5.3 Process to achieve the outcome N e w c o m e r Book Distribution College Temple visit Short intro course Mentor System BACE Mentor System Rath Yatra Temple visit Mentor System Temple visitor Short intro course Mentor System program D e v o t e e Typical Types of Process for any Organization 5. Systems Approach To Management 1 2 3 4 • Management Responsibility • Resource Management • Process to achieve the outcome • Measurement, analysis, and improvement processes 5.4 Measurement, analysis and improvement processes Quality of Service Service Quality Analysis Recipient Feedback Efficiency of process Corrective Action Preventative Action Effectiveness of Management Internal Audit Continuous Improvement D E V O T E E Management Responsibility Resource Management Measurement, Analysis, and Improvement Service Realization Service D E V O T E E 6. Documentation Documented Process Repetition Eliminate Variation Efficiency Improves Increased Devotee satisfaction 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 3. INVOLVEMENT OF PEOPLE 4. PROCESS APPROACH 5. SYSTEMS APPROACH 6. DOCUMENTATION 6. Documentation Vision Execution Documentation 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 3. INVOLVEMENT OF PEOPLE 4. PROCESS APPROACH 5. SYSTEMS APPROACH 6. DOCUMENTATION 7. CONTINUOUS IMPROVEMENT 7. Continuous Improvement Preventative & Corrective Action Permanent Objective of Organization Internal & External Audit 7. Continuous Improvement Cycle (PDCA) 8 Principles Of Quality Management 1. CUSTOMER- (DEVOTEE-) FOCUSED 2. VISIONARY LEADERSHIP 3. INVOLVEMENT OF PEOPLE 4. PROCESS APPROACH 5. SYSTEMS APPROACH 6. DOCUMENTATION 7. CONTINUOUS IMPROVEMENT 8. FACTUAL APPROACH TO DECISION MAKING 8. Factual approach to decision-making Evidence (Records) Analysis of Records CONTENTS Need Approach • In Srila Prabhupada’s Words • Mahaprabhu’s instructions to the Goswamis • Principles of Quality Management • Case Study An Illustration of SystemDependence & Standardization @ ISKCON Chowpatty SAMBANDHA: 1. Vision & Objectives 2. Organization Structure 3. Roles & Responsibilities SAMBANDHA Quality Policy ceto-darpana-marjanam bhava-maha-davagni-nirvapanam shreyah-kairava-chandrika-vitaranam vidya-vadhu-jivanam anandambudhi-vardhanam prati-padam purnamritaswadanam sarvatma-snapanam param vijayate sri-krishna-sankirtanam -SHIKSHASHTAKAM, VERSE 1 The SEVEN ASPECTS of our Quality Policy: 1. Cleansing the mirror of the contaminated heart. 2. Extinguishing the sufferings of the great forest fire of material life. 3. Spreading the white lotus of true good fortune. 4. Evoking the transcendental knowledge in the heart. 5. Raising the auspicious, ever-increasing ocean of transcendental ecstasy. 6. Revealing the nectarine taste of Krishna’s service step by step. 7. Relieving the living entity from desire to enjoy material life. SAMBANDHA Vision: 7 Purposes of ISKCON i. To systematically propagate spiritual knowledge to society at large and to educate all peoples in the techniques of spiritual life in order to check the imbalance of values in life and to achieve real unity and peace in the world. ii. To propagate a consciousness of Krishna, as it is revealed in the Bhagavad Gita and Simad Bhagwatam. iii. To bring the members of the Society together with each other and nearer to Krishna, the prime entity, thus to develop the idea within the members, and humanity at large, that each soul is part and parcel of the quality of Godhead (Krishna). iv. To teach and encourage the sankirtan movement, congregational chanting of the holy name of God as revealed in the teachings of Lord Sri Chaitanya Mahaprabhu. v. To erect for the members and for society at large, a holy place of transcendental pastimes, dedicated to the Personality of Krishna. vi. To bring the members closer together for the purpose of teaching a simpler and more natural way of life. vii. With a view towards achieving the aforementioned Purposes, to publish and distribute periodicals, magazines, books and other writings. SAMBANDHA 7 Purposes of ISKCON vis. à vis. Quality Objectives Generic Objective 1 Connected Depts IYS To systematically propagate spiritual knowledge to society at large and to educate all peoples in the techniques of spiritual life in order to check the imbalance of values in life and to achieve real unity and peace in the world. Specific Objective To increase the number of youth chanting 16 rounds and following 4 reg. principles by 10% . Result 2012-13 12.47% Govinda’s to increase (i) satisfaction by 10% and (ii) sale by 10% (i) 11.36% , (ii) 66% Campus Hospitality Increase devotee satisfaction levels in temple campus by 10% 13.05% SAMBANDHA 7 Purposes of ISKCON vis. à vis. Quality Objectives Generic Objective 2 Connected Depts JSD To propagate a consciousness of Krishna as it is revealed in the Bhagawat Gita and Srimad Bhagawatam. BACE Specific Objective to ensure more than 70% of JSD graduates join the mentor system. To ensure minimum 70% students pass the exam. Result 2012-13 50/ 70 i.e., 71% 108/143 i.e., 76% SAMBANDHA 7 Purposes of ISKCON vis. à vis. Quality Objectives Generic Objective 3 To bring the members of the Society together with each other and nearer to Krishna, the prime entity, and thus to develop the idea, within the members, and humanity, at largo, that each soul is part and parcel of the quality of Godhead (Krishna). Connected Deptts Specific Objective Result 2012-13 Dham yatras Increase the devotee satisfaction levels in Yatra by 10% 13.76% Sunday festival and festivals Increase devotee satisfaction during Sunday festival and other festivals by 10% 13.7% Counselor/ Mentor System To ensure the minimum satisfaction level should be more than 70% 78.32% Kitchen Improve Devotee Satisfaction Levels by 10% 13.08% SAMBANDHA 7 Purposes of ISKCON viz-a-viz Quality Objectives Generic Objective 4 To teach and encourage the sankirtan movement, congregational chanting of the holy name of God as revealed in the teachings of Lord Sri Chaitanya Mahaprabhu. Connected Deptts Harinaam Sankirtan, Jagannath Rath Yatra Specific Objective Increase no. of participants in Harinaam Sankirtan & Jagannath Rath Yatra programs (no. of food plates) Result 2012-13 166.7% SAMBANDHA Generic Objective 5 7 Purposes of ISKCON viz-a-viz Quality Objectives Connected Deptts Deity Services To erect for the members and for society at large, a holy place of transcendental pastimes, dedicated to the Personality of Krishna. Maintenance Accounts Specific Objective % Increase in devotee satisfaction levels by 10% Improve devotee satisfaction wrt campus cleanliness (a) Reduce Lead Time for giving Donation receipts & gifts during Janmashtami?, (b) Reduce followup time for bounced cheques Result 2012-13 15.81% 13.90% 30% SAMBANDHA 7 Purposes of ISKCON viz-a-viz Quality Objectives Generic Objective 6 With a view towards achieving the aforementioned Purposes, to publish and distribute periodicals, magazines, books and other writings. Connected Deptts Book Distribution Specific Objective Distribution of books in Book marathon > 1Lac Result 2012-13 1.2 Lac SAMBANDHA 7 Purposes of ISKCON viz-a-viz Quality Objectives Generic Objective 7 Bring the members closer together for the purpose of teaching a simpler and more natural way of life. Connected Deptts Farm Projects Specific Objective Achieve self-sustenance of farms This is outside the purview of current Temple ISO system SAMBANDHA Roles & Resp.- Book Distribution RACI Matrix at Activity Group Level S.No. Activity Group Responsible 1 2 3 December Marathon Bus Party General Book Godown Management Accountable Consult Book Committee Book Godown Book Godown Team Manager Bus Party Team Bus Party Leader Book Distribution C.O.M. Book Godown Book Godown Book Manager Manager Distribution C.O.M. Inform Book Distribution C.O.M. Book Distribution C.O.M. Book Distribution C.O.M. SAMBANDHA Roles & Resp.- Temple Maintenance RACI Matrix at Activity Group Level Activity 1 2 3 4 5 6 7 Responsible Recruitment Head Procurement Head Recruitment Head Maintenance Supervisor Maintenance Supervisor Accountable Recruitment Head Procurement Head Recruitment Head Maintenance H.O.D. Maintenance H.O.D. Carpentry Head Maintenance Water Management Supervisor Carpentry Head Maintenance H.O.D. Getting Man Power Providing required items Payment of Salaries Electrical Maintenance Plumbing Maintenance Construction and Carpentry Maintenance Consult Maintenance C.O.M. Maintenance H.O.D. Maintenance H.O.D. Maintenance H.O.D. Maintenance H.O.D. Maintenance H.O.D. Inform Maintenance C.O.M. Maintenance H.O.D. Maintenance C.O.M. Maintenance C.O.M. Maintenance C.O.M. Maintenance C.O.M. Maintenance Maintenance H.O.D. C.O.M. Roles & Resp.- Temple Kitchen SAMBANDHA RACI Matrix at Activity Group Level Activity Resource Responsible Accountable Consult Asst Purchase Asst Purchase Purchase Manager Manager Manager Asst Purchase Store Keeper Store Keeper Manager Cooking Asst Cook Cook Manager Asst Serving Asst Serving Serving I/c I/c Manager Resource Resource Supervisor manager manager Inform Purchase Manager Purchase Manager Cooking Manager Serving Manager Resource manager Food safety Supervisor FSTL 1 Purchase 2 Storage 3 Cook 4 Serving 5 6 FSTL FSTL ABHIDEYA: 1. Process & Training Manuals ABHIDEYA S.No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Processes Manuals for Departments (ISO) Departments IYS Govindas Campus Hospitality JSD Bhakti Shastri/ Bhakti Vaibhava (BACE) Dham yatras Sunday feast and festivals Councellor/mentor System Harinaam Sankirtan, Rath Yatra Deity Deptt Maintenance Property, Assets & Vehicles Accounts Book Distribution Kitchen Process Manuals & Records for each of these Departments have been created. For details please mail us at: sabda.spn@gmail.com PRAYOJANA: 1. Devotee Satisfaction Survey 2. Continuous Improvement based on results PRAYOJANA Survey Findings- General Form Experience Enhancing Services f) Gorgeous decoration of deities d) Overall cleanliness of temple e) Devotional atmosphere in temple a) Organized and effective shoe stand, Nice facilities for cloaking g) Prasadam services (long queue, quality of prasadam, cleanliness etc) h) Sound system during classes b) Matchless gift stall c) Clean toilets k) Deity department services j) Crowd control during festivals i) Seating arrangement during classes l) Yatra service (if so which service has to be improved?) Scope for Improvement Services Rating Score(%) Rating 68.13 1 61.54 2 57.14 3 50.92 4 39.56 35.53 34.07 5 6 7 28.94 8 25.64 24.91 9 10 14.65 11 13.55 12 Rating Score(%) Rating j) Crowd control during festivals 57.51 1 i) Seating arrangement during classes 45.42 2 c) Clean toilets 41.39 3 b) Matchless gift stall 40.29 4 36.63 5 24.54 6 h) Sound system during classes 23.44 7 l) Yatra service (if so which service has to be improved?) 20.51 8 a) Organized and effective shoe stand, Nice facilities for cloaking 17.95 9 d) Overall cleanliness of temple 9.89 10 k) Deity department services 6.59 11 f) Gorgeous decoration of deities 4.76 12 g) Prasadam services (long queue, quality of prasadam, cleanliness etc) e) Devotional atmosphere in temple Based on a survey of 275 devotees and temple visitors PRAYOJANA Survey Findings- Congregation Form Based on a survey of 200 Congregation Devotees PRAYOJANA Survey Findings- Congregation Form • Satisfaction Levels for Temple Programs>House Programs • Satisfaction Levels for Counselor System are highest (91 %) • Satisfaction Levels for Miscellaneous services like security check, signages, Crowd Control etc. were lowest (79.66%) PRAYOJANA Written Suggestions A Step towards… Happy Devotees Effective Systems Successful, Strong & Prosperous ISKCON Temples CONTENTS Need Approach Initiative • In Srila Prabhupada’ Words • Mahaprabhu’s instructions to the Goswamis • Principles of Quality Management • Case Study • SABDA Strong Organizations work on Continuous Improvement Regular Audit Setting of Processes (Documents, Training) Continuous Improvement In Order to continuously Improve Strong Organizations have Internal Training & Audit Body Strong Organizations have a Internal Audit Body Which Helps Existing Centers Training in creating Systems of Excellence Auditing Continuously Improving Giving them an Internal Standard Certificate Strong Organizations have a Internal Audit Body Which Helps New Centers Training to come up as a new center Auditing Recommending to the Higher body On Similar Lines TDSA Proposes SABDA – System Assistance Body for Devotee Care & Administration Functions :Assistance in Systems Training • In creating Systems • The Existing Temples • New Temples Certifying • A Certificate to be issued by TDSA regarding the temple is successfully complying with standards Recording • Best Practices • Qualitative and Quantitative Information of temples It will also help in: Cross Pollination Information of Different Systems at one place Learning from each other Proposed Plan of Execution Step 1 Step 2 Step 3 Step 1: Dividing Temples in Three Categories, and shortlisting Interested ones:- Small Medium Large No Of Congregation (C ) <100 No Of Congregation (C): 100-1000 Congregation (C) >1000 Full time Devotees running temple (FT) < 10 Full time Devotees running temple (FT): 11-25 Full Time Devotees running temple (FT) >25 Deity Care Book Distribution, Preaching etc. Kitchen & Other Need of Devotees Sadhna Standards Small Temple C<100 FT < 10 Fund Raising & Transparent Accounts Deity Care Book Distribution, Preaching etc. Kitchen & Govinda’s Maintenance Sadhna Standards Medium Temples C: 100-1000 FT: 11-25 Fund Raising & Transparent Accounts Devotee & Newcomer care Deity Care Book Distribution, Preaching etc. Kitchen & Govinda’s Maintenance Sadhana Standards Big Temple C >1000 FT > 25 Public Relation & Govt Connection Fund Raising & Transparent Accounts Devotee & Newcomer care Most Important The above mentioned list may expand or reduce according to time place and circumstances and/or in extra ordinary situations. The Systems assistance body will help to establish proper systems. Focus is to create a culture of excellence in our Organization; whether it is small, medium or big temple. Step 2:Training of Temples in System Creation Visit to the temple by SABDA representative Field Training on creating systems (2-4 days) Follow up online training periodically Step 3: Auditing by SABDA Once the temple has created systems, they can conduct Internal Audit (they will be trained to do so) SABDA will audit & certify There would be a periodic audit by the body as per need Implementation If you need assistance in implementing systems in your temple please contact us at: sabda.spn@gmail.com CONTENTS Need Approach Initiatives Other resources • In Srila Prabhupada’ Words • Mahaprabhu’s instructions to the Goswamis • Principles of Quality Management • Case Study • SABDA • ISKCON Resource Directory ISKCON Resource Directory TDSA ISKCON Resource Directory Iskconinfo.com Learning From Each Other’s Excellence Best Practices in different areas of temple Please visit http://iskconinfo.com/ CONTENTS Need Approach Initiatives Other resources • In Srila Prabhupada’ Words • Mahaprabhu’s instructions to the Goswamis • Principles of Quality Management • Case Study • SABDA • ISKCON Resource Directory • ISKCON Community manager ISKCON Community Manager TDSA Video presentation CONTENTS Need Approach Initiatives Other resources • In Srila Prabhupada’ Words • Mahaprabhu’s instructions to the Goswamis • Principles of Quality Management • Case Study • SABDA • ISKCON Resource Directory • ISKCON Community manager • GBC Resolutions website GBC RESOLUTIONS SEARCH ENGINE TDSA Login ID: Krishna Password: Krishna SEARCH RESULTS FOR DEPARTMENT: Book Distribution/ BBT Let us go to: ADVANCED SEARCH TAB A no. of Search Criteria are available in Advanced Search READY FOR A SEARCH ! MULTI DEPTT. & NATURE SEARCH LET US READ A RESOLUTION’S FULL TEXT Implementation cost ISO - Standardization Activity Design of Feedback Survey Administration of Survey Analysis of Survey Quality & Process Workshop at Wada Quality & Process Workshop at Wada Additional Quality Consultancy As Is Process Documentation Documentation of Quality Manuals & IT Enablement of Processes ISO Software Consultancy of Using ISO Software Record Collection ISO Certification & Auditing Fees TOTAL COST Total Manhours Rate (INR/ Hour) Cost (INR) 8 32 24 16 8 40 336 10000 2000 2000 15000 10000 15000 2000 80000 64000 48000 240000 80000 600000 672000 1200 0 0 280 2000 2400000 0 0 560000 60000 48,04,000 2000 Implementation cost ICM Activity Total Manhours Rate (INR/ Hour) Cost (INR) ICM project leader 3820 3000 11460000 ICM project assistant 4000 750 3000000 Total Cost 1,44,60,000 Implementation cost GBC Resolutions website Activity Total Manhours Rate (INR/ Hour) Cost (INR) Compilation 300 2000 600000 Software Development 240 1500 360000 Total Cost 9,60,000 For any assistance please email us at: sabda.spn@gmail.com Lets move towards Making ISKCON stronger Organizationally Hare Krishna….