Benefits, critical process factors, and optimum strategies of successful ISO 9000 implementation in public sector: An empirical examination of public sector services in Taiwan

Abstract

Public services in Taiwan have experienced redundancies , cost cutting, closure of operations, and challenges to the quality of their services. Against this background, local public services have been encouraged to adopt private sector practices for organizational survival change. Different approaches to public service management that are concerned with productivity, quality, and performance review, and measurement have been taken. Two major programs, the Administrative Reform Program and Government Reinvention, have been implemented since 1993. The overall goal of these programs is to plan and structure a mechanism to integrate new responsibilities while also meeting the demands of citizens to prove that the public sectors are providing quality services in a manner that addresses their financial, environmental, and social concerns. A discussion of the optimum strategies of successful ISO 9000 implementation in the public sector is presented.