From Quality Management to Public Value: Assessing Office Performance, Client Satisfaction and Development Opportunities

This study evaluated the implementation of the ISO 9001:2015 Quality Management System (QMS), grounded in Total Quality Management (TQM) principles, within a regional public-sector line agency. Particularly, this looked into its office performance, client satisfaction and development opportunities. The study utilized a documentary analysis design supplemented by focus group discussion. Data pertaining to 24 office performance results and client satisfaction surveys of 52,159 were extracted and analyzed from official public records which covered the period 2021-2024. Development opportunities were taken from the focus group discussions. Results indicated that office performance achieved a very satisfactory level, while client satisfaction was rated as outstanding. Insights on development opportunities revealed that QMS institutionalization transitioned the agency from person-dependent governance to a transparent, system-driven ecosystem. Thus, concluding that moving beyond superficial compliance requires embedding a genuine TQM culture. Recommendations focused on implementing targeted change management strategies, institutionalizing sustained technological modernization, and integrating QMS performance metrics into the agency’s performance management and rewards system.