THE ROADS DEPARTMENT'S QUALITY IMPROVEMENT JOURNEY

This paper describes how the Brunei Roads Department's mission is to ensure the National Infrastructure Road Network is safe, comfortable and efficient in supporting the development of the Country's social economy. Like all service-oriented public organizations, organizational transformation is inevitable in order to face the growing and emerging challenges in the 21st century. Besides delivering its technical expertise, the department needs to increasingly manage its relationship with road users and all stakeholders. The need to cope with increasing road infrastructure development and maintenance demands with limited resources would mean new way of management. Recognizing this, the Department took an initiative to participate in an ISO 9000 Quality Management System awareness and training program in 1999. It was considering the possibility of implementing this 'Internationally recognized standards' under the concept of 'Total Quality Management'. The paper discusses some of the current issues that the Roads Department faces and examines the need for organizational change. The paper reviews the benefits and some of the key success factors of implementing an ISO 9000 Quality Management System in a public organization. The authors attempt to discuss the differences between the new and old ISO standards requirements and describe how the new version can be effective when applied in the public sector together with its implications. The Quality journey would ideally provide a road map that would help to identify, define and restructure the organizational activities and processes. This is crucial for corporate governance of the Department to project and maintain its image as a responsible organization that cares for the safety of the people and emphasizes on sustainable development.

Language

  • English

Media Info

Subject/Index Terms

Filing Info

  • Accession Number: 00964447
  • Record Type: Publication
  • ISBN: 087659229X
  • Files: TRIS, ATRI
  • Created Date: Oct 24 2003 12:00AM