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. 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 programme in 1999. It was considering the possibility of implementing this 'Internationally recognised 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 organisational change. The authors then review the benefits and some of the key success factors of implementing an ISO 9000 Quality Management System in a public organisation. (Author/publisher) For the covering entry of this conference, please see ITRD abstract no. E208431.
Samenvatting