ANALYSIS OF QUALITY MANAGEMENT PROCESSES IN PUBLIC INSTITUTIONS THROUGH THE LENS OF MODELS FROM THE PROCESS INDUSTRY: A CASE STUDY OF A PUBLIC SECTOR ORGANIZATION IMPLEMENTING THE ISO 9001 STANDARD

Abstract

Public sector organizations are increasingly recognizing the numerous positive effects that the implementation of the ISO 9001 standard brings to their operations, particularly in terms of improved productivity, enhanced internal processes, and the quality of services provided. Although the ISO 9001 standard was originally developed and applied in the process industry, its application in the public sector is showing growing potential. This standard enables organizations to establish a syste matic approach to work, clearly define responsibilities, manage risks, and foster a culture of continuous improvement. In today’s environment, a quality management system has become a key factor in increasing user satisfaction and trust, as well as strengthening institutional accountability. This paper aims to analyze how quality management system models originating from the process industry can be adapted and successfully applied in public institutions through a case study of the public transport company “Metroline” from London, which has implemented the ISO 9001 standard. As one of the leading public transport providers in the British capital, Metroline uses this standard to improve efficiency, safety, and competitiveness. The paper employs a qualitative analysis of available literature and secondary sources to identify key challenges, benefits, and success factors in this process, such as employee training, effective documentation management, and leadership involvement. The analysis presented in this paper offers guidelines for further improvement of quality management systems in the public sector, drawing on practical experiences from both the process industry and public transport, with the goal of contributing to greater efficiency and a stronger user-oriented approach.