Chiarini, Andrea - In: International Journal of Quality & Reliability Management 33 (2016) 3, pp. 344-360
a local government organization (LGO) can achieve embracing ISO 9001 certification as a strategy. This research is aimed …. Findings – From the findings it seems that ISO 9001 could improve performances in terms of effectiveness, such as citizens …’ satisfaction, reduction of defectiveness and claims, as well as staff awareness of citizens’ needs. Moreover, ISO 9001 seems to …