What is it about?

Public organizations, like their counterparts in the private sector, must provide quality services to the public. This paper was one of the first empirical studies exploring the ISO 9001 implementation and performance outcomes in the public sector.

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Why is it important?

The paper contributed 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.


It was a great pleasure to empirically demonstrate the applicability of ISO 9001 in the public sector. In the article entitled "The intellectual structure of research in ISO 9000 standard series (1987–2015): a Bibliometric analysis" published in Total Quality Management & Business Excellence (August 2020), our article was ranked globally as the top 66th core ISO 9000-related article according to its citation rate. Good to realize that people start seeing the importance of ISO 9001 in the public sector.

Professor W.M. To
Macao Polytechnic University

Read the Original

This page is a summary of: ISO 9001:2000 implementation in the public sector, The TQM Journal, January 2011, Emerald,
DOI: 10.1108/17542731111097498.
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