ISO 9001:2000 implementation in the public sector: A survey in Macao SAR, the People's Republic of China

W. M. To, Ka Chun Lee, Billy T.W. Yu

Research output: Journal article publicationJournal articleAcademic researchpeer-review

36 Citations (Scopus)

Abstract

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.
Original languageEnglish
Pages (from-to)59-72
Number of pages14
JournalTQM Journal
Volume23
Issue number1
DOIs
Publication statusPublished - 3 Mar 2011

Keywords

  • China
  • ISO 9000 series
  • Public sector organizations
  • Quality management
  • Quality standards

ASJC Scopus subject areas

  • Decision Sciences(all)
  • Business and International Management
  • Business, Management and Accounting(all)
  • Strategy and Management

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