MAJCAFE

Nor Hafizah Ibrahim, Anitawati Mohd Lokman
Registrar’s Office, Universiti Teknologi MARA

Tee Keng Kok
MBA Centre, Xiamen University

Anitawati Mohd Lokman
Faculty of Computer & Mathematical Sciences, Universiti Teknologi MARA

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Abstract

The Malaysian Government introduced various quality-oriented initiatives to improve the quality of service delivery among public agencies. Nevertheless, the reported number of complaints related to public service has been alarming. Subsequently, the concept of good governance was introduced to the public sector with the ultimate aim of improving the implementation of quality initiatives in order to to enhance public service performance. This preliminary study intends to explore the outcome of values induction programs carried out to strengthen the practice of good governance among public agencies. Additionally, this study investigates the contribution of good governance on the implementation of MS ISO 9001 and service delivery performance of the respective public agencies in Malaysia. A qualitative method involving the use of primary and secondary data is implemented. Moreover, a conceptual framework is developed based on previous literature and theories, which guides the process of formulating research questions and objectives. The study finds that the values inculcation programs contribute to moderate internalization of values within the public service. The obligation to achieve the stipulated Key Performance Indicator (KPI) is a major factor influencing the behavior of employees as opposed to values because the KPI is one of the requirements for performance evaluation and career development. The study indicates the role of good governance practices in uplifting the effectiveness of MS ISO 9001 implementation, favorably impacting the level of organization performance. This could benefit organizations and other stakeholders embarking on improving work practices through the internalization of ethics and values in pursuit of good governance.

Keywords: Good governance, MS ISO 9001, Performance, Public agency, Values