Implementation barriers of ISO 9000 within the Malaysian local government

Abstract

Purpose

The purpose of this study is to explore the main barriers of ISO 9000 implementation in local government (LG) organizations. In addition to this, this study also determines whether these barriers are different between the various types of LG organizations or otherwise.

Design/methodology/approach

Based on previous studies and research, related and relevant information had been gathered in order to develop the questionnaire form used in this research to ensure adequacy and accuracy of the survey tool content. The main content of the questionnaire focuses on statements that relate to the barriers which normally occur in implementing ISO 9000. The data that was garnered from this survey was then analysed using quantitative methods in line with answering the related research questions.

Findings

Descriptive statistical analysis shows that, in total, there are five main barriers and two additional barriers that have been faced by LG organizations in implementing ISO 9000. Five of these barriers are the common barriers as frequently discussed in previous studies, while the remaining two main barriers are new findings that were discovered through this study. The non‐parametric analysis results also indicate that from the seven discovered barriers, only four have differences based on the types of LG organizations.

Research limitations/implications

The top management of LG organizations must realize that the implementation of ISO 9000 in their organizations has been certainly hindered by several barriers. Therefore, certain specific measures must be undertaken to ensure that these obstacles may be overcome and subsequently enable a LG organization to meet the target of acquiring accreditation within a shorter period of time. This will in turn facilitate more LG organizations to achieve this certification in line with the aim of the government.

Originality/value

This paper has discovered the specific main barriers that obstruct ISO implementation in Malaysian LG organizations. The findings of this study indicate that these main barriers constitute obstacles that have been previously discussed as well as new hindrances which have yet to be explored in detail. This study could also be used to further expand research regarding the ISO 9000 subject matter, specifically within the context of the public sector which is relatively scarcely researched especially in Malaysia.

Citation

Abdullah, S., Abdul Razak, A., Hanizun Hanafi, M. and Jaafar, M. (2013), "Implementation barriers of ISO 9000 within the Malaysian local government", International Journal of Quality & Reliability Management, Vol. 30 No. 8, pp. 853-876. https://doi.org/10.1108/IJQRM-Dec-2011-0160