Conflicting factors when implementing a statutory quality management system within the public sector: a study in Sweden

Abstract

PurposeThis paper aims to explore and develop knowledge about implementing and applying a quality management system (QMS) in the public sector.Design/methodology/approachA study was conducted including 16 qualitative in-depth interviews with 18 respondents, all working with QMSs in the Swedish public sector.FindingsThe study identified five main themes that are problematic in relation to the implementation of the statutory QMS in the public sector. The identified themes show that there exists a gap between theory and practice regarding how the statutory QMS needs to be implemented and applied.Practical implicationsBased on the analysis of the findings, the authors propose a model of core values and supporting elements for QMS in the public sector to bridge the gap between theory and practice.Originality/valueThe study identified problems when implementing statutory QMSs in the public sector and presents a model of improvement. Further research is needed regarding statutory QMS in the public sector.