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.
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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