Published Paper Details:

This study explores the application and impact of ISO 9001 quality management systems within Resident Welfare Associations (RWAs) as a framework for promoting good governance. In the context of urban community management, RWAs often struggle with issues such as inconsistent service delivery, lack of transparency, and limited resident engagement. This research examines whether ISO 9001 can address these challenges by introducing standardized procedures, accountability mechanisms, and resident-focused improvements. Using a mixed-methods approach involving surveys, interviews, and document analysis across 10 ISO-certified RWAs, the study evaluates service quality, governance transparency, participation levels, and stakeholder perceptions. Findings reveal that while ISO 9001 has led to moderate improvements in service quality and operational processes, its visibility and perceived impact among residents remain limited due to awareness gaps and underutilized communication channels. The study emphasizes the importance of resident-centric strategies, digital tools, and inclusive engagement to fully realize the transformative potential of ISO 9001 in RWA governance. The insights aim to guide RWA leaders, urban planners, and policymakers toward building more transparent, accountable, and participatory residential communities.