ISO 9000 and public organizations in Taiwan: Organizational differences in implementation practices with organization size, unionization, and service types

Abstract

An empirical study that utilizes a mailed survey to assess the initiatives and key factors of implementing ISO programs in various governmental departments in Taiwan was carried out. The results of this study identify five critical factors of successful ISO implementation in public organizations and show that the certification of ISO 9000 is seen as a tool for improving organizational images and creating the structures to integrate changed responsibilities for public organizations in Taiwan. The results also reveal differences in ISO 9000 implementation practices associated with organization size, unionization, and service types.