ISO 9001:2000 implementation in the public sector

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.

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