B: What does the term "quality" mean in service delivery? What are the components of service quality and indicate ways and means for ensuring total quality in terms of efficiency, economy and effectiveness?

(B) Moral-dharma

The values of self equity and empathy to take right actions. Seva (service): to the people by understanding their grievances, to the nation for its growth and to humanity. Duram (charity): to help the less fortunate and distribution of surplus. Damah (self control): over emotions, anger, lust and other traits. It helps in following an objective and national approach. A disaster event such as landslides require a civil servant to renounce laziness, serve the people affected, charity to provide them food and shelter and self control over bad emotions. Indian values have been guiding light for civil servants for ages.