Enhancing Public Service Through ISO 9001: Evaluating QMS Maturity of selected Local Government Unit (LGU) in Tarlac Province

Abstract

This research assessed the ISO 9001:2015 Quality Management System (QMS) maturity of Local Government Units (LGUs) in Tarlac Province, recognizing the increasing importance of QMS in enhancing public service delivery. A maturity model was utilized to evaluate the implementation level of each QMS clause. The results indicate a range of maturity levels, with Leadership and Operation showing the strongest implementation. However, Planning, Performance Evaluation, and Improvement were identified as areas with lower maturity, suggesting potential challenges in risk management, performance monitoring, and continuous improvement practices. The study concludes that focused interventions are necessary to elevate QMS maturity in these weaker areas, ultimately enhancing public service delivery and a culture of continuous quality improvement within the LGUs.