Determinants of Successful Implementation of Quality Management Systems in Local Government Administration in Sarawak, Malaysia
The findings of the study showed that all four local authorities had successfully implemented quality management and practiced the essential elements such as top management support, strategic quality planning, customer focus, teamwork and quality assurance. The benefits derived from the implementation of quality management include providing better service quality to the external customers, better teamwork, increased efficiency, job satisfaction, and maintaining a better organizational culture. The study shows that the successful implementation of quality management in the four local authorities are strongly related to factors such as top management support, strategic quality planning, customer driven, teamwork, training and recognition, good performance appraisal and quality assurance.
Keywords: Quality Management Implementation, Local Government Administration, Sarawak Malaysia
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