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

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

研究成果: Article同行評審

43 引文 斯高帕斯(Scopus)

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.

原文English
頁(從 - 到)59-72
頁數14
期刊TQM Journal
23
發行號1
DOIs
出版狀態Published - 2011

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