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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

作者	W. M. To Peter K.C. Lee Billy T. W. Yu
摘要	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.

作者

W. M. To
Peter K.C. Lee
Billy T. W. Yu

摘要

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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