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

TQM Journal

Volumn 23, Issue 1, 2011, Pages 59-72

  To, W M ^a   Lee, Peter K C ^b   Yu, Billy T W ^a  

^a MACAO POLYTECHNIC INSTITUTE   (Macao)

^b HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

China; ISO 9000 series; Public sector organizations; Quality management; Quality standards

Indexed keywords

CHINA; DESIGN/METHODOLOGY/APPROACH; EMPIRICAL EVIDENCE; ISO 9000 SERIES; ISO 9001; ISO 9001:2000; LITERATURE REVIEWS; MANAGEMENT PRINCIPLES; MEASUREMENT INSTRUMENTS; ORGANIZATIONAL PERFORMANCE; PEOPLE'S REPUBLIC OF CHINA; PUBLIC ORGANIZATIONS; PUBLIC SECTOR; PUBLIC SECTOR ORGANIZATION; QUALITY STANDARDS; SERVICE-ORIENTED ECONOMY;

INSTRUMENTS; QUALITY CONTROL; SOCIETIES AND INSTITUTIONS;

QUALITY MANAGEMENT;

EID: 79952052973     PISSN: 17542731     EISSN: None     Source Type: Journal    
DOI: 10.1108/17542731111097498     Document Type: Article

References (41)

1. Ahmad, Z. (2001), "Reengineering public services through ISO 9000", Asian Review of Public Administration, Vol. 10 Nos 1/2, pp. 108-20.
2. Anderson, S.W., Daly, J.D. and Johnson, M.F. (1999), "Why firms seek ISO 9000 certification: regulatory compliance or competitive advantage?", Production and Operations Management, Vol. 8 No. 1, pp. 28-43.
3. Aydin, S. and Ozer, G. (2005), "National customer satisfaction indices: an implementation in the Turkish mobile telephone market", (Pubitemid 41194610)
4. Beattie, K.R. and Sohal, A.S. (1999), "Implementing ISO 9000: a study of its benefits among Australian organizations", Total Quality Management, Vol. 10 No. 1, pp. 95-106.
5. Bhuiyan, N. and Alam, N. (2004), "ISO 9001:2000 implementation: the North American experience", International Journal of Productivity and Performance Management, Vol. 53 No. 1, pp. 10-17.
6. Brown, K., Ryan, N. and Parker, R. (2000), "New models of service delivery in the public sector: commercialising government services", International Journal of Public Sector Management, Vol. 13 Nos 2/3, pp. 206-21.
7. Buttle, F. (1997), "ISO 9000: marketing motivations and benefits", International Journal of Quality & Reliability Management, Vol. 14 No. 9, pp. 936-47. (Pubitemid 127145312)
8. Carlsson, M. and Carlsson, D. (1996), "Experiences of implementing ISO 9000 in Swedish industry", International Journal of Quality & Reliability Management, Vol. 13 No. 7, pp. 36-47. (Pubitemid 126122697)
9. Chu, P.Y., Huang, C.C. and Wang, H.J. (2001), "ISO 9000 and public organizations in Taiwan: organizational differences in implementation practices with organization size, unionization, and service types", Public Organization Review, Vol. 1 No. 4, pp. 391-413.
10. Churchill, G.A. Jr (1979), "A paradigm for developing better measures of marketing constructs", Journal of Marketing Research, Vol. 16 No. 1, pp. 64-73.
11. CPTTM (2008), "Subsidy for first-time certification to international management system standards", available at: www.cpttm.org.mo/index-e.php? pgcpttm/department/quality/program/program-e.htm (accessed December 2, 2008).
12. Dick, G., Gallimore, K. and Brown, C.J. (2001), "ISO 9000 and quality emphasis: an empirical study of front-room versus back-room dominant service industries", International Journal of Service Industry Management, Vol. 12 No. 2, pp. 114-36.
13. Douglas, A., Kirk, D., Brennan, C. and Ingram, A. (1999), "Maximizing the benefits of ISO 9000 implementation", Total Quality Management, Vol. 10 Nos 4/5, pp. 507-13.
14. Eicher, L.D. (2001), "ISO 9000 and the public sector", Address of the ISO Secretary-General on 23 January 2001, Dubai, United Arab Emirates, available at: www.iso.org/iso/livelinkgetfile?llNodeId21838&llVolId-2000 (accessed December 2, 2008).
15. Gremler, D.D. and Gwinner, K.P. (2000), "Customer-employee rapport in service relationships", Journal of Service Research, Vol. 3 No. 1, pp. 82-104.
16. Heras, I., Casadesú s, M. and Dick, G.P.M. (2002), "ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque region companies", Managerial Auditing Journal, Vol. 17 Nos 1/2, pp. 72-8.
17. Huarng, F.H. (1998), "Integrating ISO 9000 with TQM spirits: a survey", Industrial Management & Data Systems, Vol. 8, pp. 373-9.
18. International Organization for Standardization (2008a), "ISO 9000 essentials", available at: www.iso.org/iso/iso-catalogue/management- standards/iso-9000-iso-14000/iso-9000-essentials.htm (accessed 25 February 2009).
19. International Organization for Standardization (2008b), "ISO quality management principles", available at: www.iso.org/iso/iso-catalogue/ management-standards/iso-9000-iso-14000/qmp.htm (accessed 2 December 2008).
20. International Organization for Standardization (2008c), "ISO management systems special report: advice for users on implementing ISO 9001:2008", available at: www.iso.org/iso/implement-advice-ims5-08.pdf (accessed 25 February 2009).
21. Lee, K.S. and Palmer, E. (1999), "An empirical examination of ISO 9000-registered companies in New Zealand", Total Quality Management, Vol. 10 No. 6, pp. 887-99.
22. Leung, H.K.N., Chan, K.C.C. and Lee, T.Y. (1999), "Costs and benefits of ISO 9000 series: a practical study", International Journal of Quality & Reliability Management, Vol. 16 No. 7, pp. 675-90.
23. Lipovatz, D., Stenos, F. and Vaka, A. (1999), "Implementation of ISO 9000 quality systems in Greek enterprises", International Journal of Quality & Reliability Management, Vol. 16 No. 6, pp. 535-51.
24. Litwin, M.S. (1995), How to Measure Survey Reliability and Validity, Sage Publications, Thousand Oaks, CA.
25. Lo, L.K. and Chang, D.S. (2007), "The difference in the perceived benefits between firms that maintain ISO certification and those that do not", International Journal of Production Research, Vol. 45 No. 8, pp. 1881-97. (Pubitemid 46417476)
26. McCarthy, J. and Hicks, B. (1991), "Quality in health care: application of the ISO 9000 standard", International Journal of Health Care Quality Assurance, Vol. 4 No. 4, pp. 2l-6.
27. Magd, H., Kadasah, N. and Curry, A. (2003), "ISO 9000 implementation: a study of manufacturing companies in Saudi Arabia", Managerial Auditing Journal, Vol. 18 No. 4, pp. 313-22.
28. Marzo-Navarro, M., Pedraja-Iglesias, M. and Rivera-Torres, P. (2005), "Measuring customer satisfaction in summer courses", Quality Assurance in Education, Vol. 13 No. 1, pp. 53-6.
29. Mezher, T. and Ramadan, H. (1999), "The costs and benefits of getting the ISO 9000 certification in the manufacturing sector in Saudi Arabia", Quality Assurance, Vol. 6, pp. 107-22.
30. Park, D.J., Kim, H.G., Kang, B.H. and Jung, H.S. (2007), "Business values of ISO 9000:2000 to Korean shipbuilding machinery manufacturing enterprises", International Journal of Quality & Reliability Management, Vol. 24 No. 1, pp. 32-48.
31. Piana, V. and Torres, L. (2003), "Reshaping public sector accounting: an international comparative view", Canadian Journal of Administrative Sciences, Vol. 20 No. 4, pp. 334-50. (Pubitemid 38390321)
32. Podsakoff, P.M. and Organ, D.W. (1986), "Self-reports in organizational research: problems and prospects", Journal of Management, Vol. 12, pp. 531-44.
33. Price, R. and Brodie, R.J. (2001), "Transforming a public service organization from inside out to outside in: the case of Auckland City, New Zealand", Journal of Service Research, Vol. 4 No. 1, pp. 50-9.
34. Rigdon, E. (1996), "CFI vs RMSEA: a comparison of two fit indices for structural equation modeling", Structural Equation Modeling, Vol. 3 No. 4, pp. 369-79.
35. Saner, R. (2002), "Quality assurance for public administration: a consensus building vehicle", Public Organization Review, Vol. 2 No. 4, pp. 407-15.
36. Scott, J. (2005), "ISO 9000 in service: the good, the bad and the ugly", Quality Progress, Vol. 38 No. 9, pp. 42-8. (Pubitemid 41380905)
37. Singh, P.J. and Mansour-Nahra, P. (2006), "ISO 9000 in the public sector: a successful case from Australia", TQM Magazine, Vol. 18 No. 2, pp. 131-42.
38. Tang, S.L. and Kam, C.W. (1999), "A survey of ISO 9001 implementation in engineering consultancies in Hong Kong", International Journal of Quality & Reliability Management, Vol. 16 No. 6, pp. 562-74.
39. Weston, F.C. (1996), "What do managers really think of the ISO 9000 registration process?", Quality Progress, Vol. 28, pp. 67-73.
40. Yahya, S. and Goh, W. (2001), "Implementation of an ISO 9000 quality system", International Journal of Quality & Reliability Management, Vol. 18 No. 9, pp. 941-66. (Pubitemid 33351173)
41. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, Vol. 60, pp. 31-46.