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

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.

Citation

To, W.M., Lee, P.K.C. and Yu, B.T.W. (2011), "ISO 9001:2000 implementation in the public sector: A survey in Macao SAR, the People's Republic of China", The TQM Journal, Vol. 23 No. 1, pp. 59-72. https://doi.org/10.1108/17542731111097498