LEADING TO IMPROVEMENT? THE POLITICS OF ISO 9001:2000 TRANSFER TO LOCAL SERVICE DELIVERY
In the last eight years, there has been a rising practice of the ISO 9001:2000 transfer within local and provincial governments in East Java Indonesia. It is an interesting fact as the practice invites some controversial questions. This paper addresses three main questions concerning the process, impacts and external evaluation of the transfer of ISO 9001:2000 to service delivery at the local secretariat office in the Regency of Malang Indonesia. Its methodology applies qualitative approach to build understanding by intensifying the research process aimed to obtain the full picture of the transfer. This paper shows some important findings around this transfer; first, the decision to transfer is a result of social process aimed to build better image of the office. As well, a policy network, ranges from local to international actors, has constructed the 150 9001:2000 implementation as the best practice in service delivery. Finally, the certificate attributed to the implementation of Iso 9001:2000 cannot adequately assures the improvement of technical capacity of the office. Rather, it has created dependency on assurance server to sustain the performance improvement. Thus, this transfer has created a qualified office, not an educated office that is self-achieved fulfilment in delivering better service.