Purpose – This paper aims to explore the practice of quality management framework as a strategic tool for public management. Design/methodology/approach – The paper starts with a basic process‐based model; it then enhances the model with the quality management principles for continuous...

Purpose – The purpose of this paper is to study the implementation of ISO 9001:2000 in the public sector, using data obtained from a small‐scale and service‐oriented economy – i.e. Macao SAR, the People's Republic of China. Design/methodology/approach – Based on a literature review on...

Purpose – The purpose of this paper is to explore the extent of implementing management system standards among ISO (and other) certified companies in the Pearl River Delta and its effect on the perceived benefits. Design/methodology/approach – A cross‐sectional survey of certified...

Teams have been regarded as an integral element of a number of operations management (OM) strategies and many of their related concepts such as group dynamics and people issues are considered important for knowledge of behavioral operations. In practice, the management of operational service...