NDLI: ISO 9000 application in Sri Lankan public sector: a success story of a district secretariat

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ISO 9000 application in Sri Lankan public sector: a success story of a district secretariat

Content Provider	Semantic Scholar
Author	Samarasinghe, J. R. De Silva
Copyright Year	2014
Abstract	Interest in adopting ISO 9000 quality management system by Sri Lanka’s public sector organisations is a recent phenomenon. Is ISO 9000 a really useful venture for the public sector organisations? This paper presents the findings of the study on the experience of ISO 9000 implementation of a District Secretariat. In this study it was revealed that motivation for implementing ISO 9000 had been internally generated backed by the dynamism and positive influence of the 5S and quality circle implementation and winning several productivity competitions. Team spirit has been instrumental in successful ISO 9000 implementation. The powerful leadership has been found as the key to success. Survey data revealed that respondents confirmed that the most prominent outcome was ‘reduction of errors’. Respondents also confirmed that internal performance and employee satisfaction have improved but customer satisfaction which is a key goal in TQM has not been adequately achieved. The findings of this research indicate the need for implementation of ISO 9000 in public organisations as a mandatory requirement. DOI: http://dx.doi.org/10.4038/sljda.v4i0.7119 Sri Lanka Journal of Development Administration, Vol. 4, pp. 129-146, 2014
Starting Page	129
Ending Page	129
Page Count	1
File Format	PDF HTM / HTML
DOI	10.4038/sljda.v4i0.7119
Volume Number	4
Alternate Webpage(s)	https://sljda.sljol.info/articles/10.4038/sljda.v4i0.7119/galley/5507/download/
Alternate Webpage(s)	https://doi.org/10.4038/sljda.v4i0.7119
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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