Nor Fuad Abdul Hamid (2004) The impact of ISO 9000 registration on Total Quality Management (TQM) practices in the public sector: A comparative study. Masters thesis, Universiti Malaysia Sabah.
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Abstract
The main objective of this study is to explore the employee perception on the impact of ISO 9000 registration on Total Quality Management (TQM) practices of the public sector in Kata Kinabalu, Sabah. The findings are compared with those reported by Rao et al. (1997), Poh (2000) and Quazi et al. (2002) on the same studies, which were a theory testing developed by Sallis & Hingley {1992) on four alternative theories of the relationship between ISO and TQM. Five constructs of TQM practices in the Malaysian public sector were identified. The questionnaire on the five-point Likert Scale was adopted from research by Rao et al (1997), Poh (2000) and Quazi et al (2002) and modified for the purpose of this study in order to suit the Malaysian public sector context. The fieldwork was carried out on both ISO 9000 registration departments ( six departments) and non-ISO departments (six departments). A total of 162 copies-were received which made up 67% response rate. The result reveals that ISO 9000 registration does not affect TQM practices of the public sector in Kota Kinabalu, Sabah. However, there are significant impacts of ISO 9000 registered departments when organizational characteristics and demographic factors such as department size, education level and employees experience on certain TQM practices were further analysed.
| Item Type: | Thesis (Masters) |
|---|---|
| Keyword: | ISO 9000, Total Quality Management, Employee perception, Public sector, Quality assurance |
| Subjects: | T Technology > TS Manufactures > TS1-2301 Manufactures > TS155-194 Production management. Operations management |
| Department: | SCHOOL > School of Business and Economics |
| Depositing User: | DG MASNIAH AHMAD - |
| Date Deposited: | 09 Jul 2025 13:59 |
| Last Modified: | 09 Jul 2025 14:00 |
| URI: | https://eprints.ums.edu.my/id/eprint/44371 |
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