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.
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.
The results show that ISO 9001:2000 is useful in enhancing organizational performance in public organizations.
Managers 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.
W.M. To (School of Business, Macao Polytechnic Institute, Macao SAR, People’s Republic of China); Peter K.C. Lee (Department of Logistics, Hong Kong Polytechnic University, Hong Kong SAR, People’s Republic of China); Billy T.W. Yu (School of Business, Macao Polytechnic Institute, Macao SAR, People’s Republic of China)