Abstract: . . .  to evaluate the progress and experiences gained in the pilot projects. The paper will briefly describe the implementation process of ISO 9000 in the five selected Finnish local authorities. Then the paper will continue to analyz e the results of the interim evaluation of the pilots carried out in 1996. As the paper will show the evaluation of the ISO 9000 projects contains valuable lessons for other public service providers thinking about to use ISO 9000 . Fiscal pressures and q uality problems in . . .
. . .  various quality improvement tools. In this survey it was found that ISO 9000 was used only in 12% of the municipalities. Quality Award criteria was used in 16% and Balanced Score card in 30% of the cases. The most used method was the personnel annual report, in 63% of the municipalities and customer satisfaction surveys were used in 56%. Several methods were used simultaneously in many municipalities. ISO 9000 certification is used very seldom. Only about 20 municipalities have certified some of their . . .
. . .  Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN 9004-2 (1992). Quality management and quality system elements. Finnish Standards Association, Helsinki. Total Quality Management in Municipal Service Provision (1995). The Association of Finnish Local Authorities, Helsinki.  . . .
. . .  palveluille: Seurantatutkimus SFS-EN ISO 9000 standardien soveltamisesta viiden pilottikunnan palvelutuotannon laadunparantamiseen. (SFS-EN ISO 9000 standards as a new quality strategy for public services: Follow-up study of the application of the SFS-EN ISO 9000 standards for improvement of service quality in five pilot municipalities). Unpublished Master?s thesis. University of Vaasa. Quality in the Procurement of Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN . . .
. . .  palveluille: Seurantatutkimus SFS-EN ISO 9000 standardien soveltamisesta viiden pilottikunnan palvelutuotannon laadunparantamiseen. (SFS-EN ISO 9000 standards as a new quality strategy for public services: Follow-up study of the application of the SFS-EN ISO 9000 standards for improvement of service quality in five pilot municipalities). Unpublished Master?s thesis. University of Vaasa. Quality in the Procurement of Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN . . .
. . .  soveltamisesta viiden pilottikunnan palvelutuotannon laadunparantamiseen. (SFS-EN ISO 9000 standards as a new quality strategy for public services: Follow-up study of the application of the SFS-EN ISO 9000 standards for improvement of service quality in five pilot municipalities). Unpublished Master?s thesis. University of Vaasa. Quality in the Procurement of Municipal Services (1995). The Association of Finnish Local Authorities, Helsinki. SFS-EN 9004-2 (1992). Quality management and quality system elements. . . .
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