2010/2011
ISO9001:2000 Implementation in the Public Sector: A Survey in Macao SAR, the People’s Republic of China
The TQM Journal, 23(1), 59-72
Author(s) | W. M. To
Peter K.C. Lee
Billy T. W. Yu |
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Summary |
Purpose –
The purpose of this paper is to study the implementation of ISO 9001:2000 in the public sector, using data obtained from a small-scale and service-oriented economy – i.e. Macao SAR, the People's Republic of China.
Design/methodology/approach –
Based on a literature review on ISO 9001 development, a measurement instrument was established using the management principles of ISO 9001:2000 and hypotheses were developed to test the applicability and effectiveness of ISO 9001:2000. The instrument and hypotheses were tested using responses from managers and executives in public organizations.
Findings –
The results show that ISO 9001:2000 is useful in enhancing organizational performance in public organizations.
Research implications –
Mangers in public organizations must realize that simply adopting and maintaining the ISO 9001:2000 certificate is not enough. More resources and commitment are needed to achieve better organizational performance.
Originality/value –
The paper contributes to the literature by developing a measurement instrument using the quality management principles of ISO 9001:2000 and offering new empirical evidence on the applicability and effectiveness of ISO 9001:2000 in the public sector.
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