CASTLEDINE, Doug <br/><br/>
The role of ISO 9000 in improving the quality of service delivery of Hong Kong's public housing programs 

 - New York :  Marcel Dekker,  1996 
<br/><br/> This paper reports on research undertaken in Hong Kong on the impact of IS0 9000 (International Standards Organization 9000 series standards for Quality Management Systems) quality management standards in the improvement and assurance of quality service and products. The Hong Kong Housing Authority provides an appropriate context and database for this research as it has undertaken to implement the IS0 9000 quality management standards across its range of public housing construction and maintenance services and is able to provide the researchers with “before” and “after” scenarios which facilitate measurement of the impact of the standards on service quality.