ISO 9001:2026에 기반한 장애인 공공서비스 품질 향상 방안 = A Study on Improving the Quality of Public Services for the Disabled Based on ISO 9001:2026

다국어 초록 (Multilingual Abstract)

A Study on Improving the Quality of Public Services for the Disabled Based on ISO 9001:2026 Sang Hoo Park Advisor : Prof. Moon Tae Kim, Ph.D. Department of Business Administration Graduate School, Chosun University This study examines the evolving paradigm of quality management in public services by integrating the forthcoming revision of ISO 9001:2026 with the unique characteristics of disability public services. While traditional public service quality has largely been evaluated based on ex post satisfaction measures, increasing environmental uncertainty—such as climate change, pandemics, and digital transformation—has exposed the structural limitations of reactive quality management approaches. In high-risk service domains such as disability services, service failures are not merely operational inefficiencies but may directly threaten users’ safety, health, and fundamental rights. Against this backdrop, this study seeks to reconceptualize public service quality through a risk-based lens and propose a practical quality management framework aligned with ISO 9001:2026. The primary objective of this research is fourfold. First, it analyzes the key conceptual shifts embedded in ISO 9001:2026, particularly the expansion of risk-based thinking beyond internal processes to include external environmental factors such as climate risks and digital transformation. Second, it identifies and classifies major risk factors inherent in disability public services, incorporating not only operational risks but also environmental, technological, and institutional dimensions. Third, it develops a risk-based service standardization model that balances flexibility and consistency in service delivery. Fourth, it derives policy and managerial implications for public institutions transitioning toward the updated quality management system. Methodologically, this study adopts a qualitative research design based on an extensive literature review and case-based comparative analysis. It systematically examines ISO standards, prior research in quality management and public administration, and policy reports related to disability services. In addition, the study incorporates recent empirical contexts, including climate-related disruptions, pandemic-induced service gaps, and digital accessibility issues, to ensure the analytical framework reflects contemporary service environments. Through this multi-layered approach, the study bridges the gap between theoretical developments in international standards and practical challenges in public service delivery. The findings of this study highlight several critical insights. First, ISO 9001:2026 represents a significant shift from compliance-oriented quality management toward a strategic, risk-integrated management system. Unlike ISO 9001:2015, which primarily focuses on internal process risks, the revised framework emphasizes the integration of external environmental uncertainties and stakeholder expectations into organizational decision-making. This shift implies that quality is no longer defined solely by conformance to predefined standards but increasingly by an organization’s ability to maintain service continuity and safety under uncertain conditions. Second, disability public services exhibit distinct risk characteristics, including high-risk exposure, user heterogeneity, and strong environmental dependency. These characteristics render conventional standardized service models insufficient. The study identifies four core categories of risk: environmental risks (e.g., extreme weather and pandemics), operational risks (e.g., workforce shortages and service interruptions), technological risks (e.g., digital exclusion and system failures), and institutional risks (e.g., evolving ESG requirements and regulatory pressures). These risks are interconnected and require an integrated management approach rather than isolated interventions. Third, the study proposes a “risk-based differentiated standardization model,” which constitutes the core theoretical contribution. This model departs from rigid standardization by introducing flexibility based on risk levels and contextual conditions. It is structured around a cyclical process of risk identification, risk evaluation, response strategy formulation, and feedback-based improvement, aligned with the PDCA (Plan-Do-Check-Act) cycle. Importantly, the model incorporates a three-stage action framework—prevention, mitigation, and recovery—thereby extending quality management beyond prevention to include resilience and service restoration capabilities. Fourth, the study redefines public service quality as a dynamic construct determined by risk management capacity rather than static satisfaction metrics. In the context of disability services, key quality dimensions shift from traditional SERVQUAL factors (e.g., responsiveness, empathy) to accessibility, safety, equity, and resilience. This conceptual transition underscores the necessity of embedding risk management into the core of service design and delivery processes. The implications of this study are both theoretical and practical. Theoretically, it contributes to the literature by integrating ISO-based quality management, public service quality theory, and disability service research into a unified analytical framework. It advances the understanding of quality as a risk-sensitive and context-dependent construct, thereby addressing a critical gap in existing studies that have treated quality and risk management as separate domains. Practically, the study provides actionable insights for policymakers and public service organizations. It suggests that adopting ISO 9001:2026 requires more than procedural adjustments; it necessitates a fundamental transformation in organizational mindset toward proactive risk governance. Public institutions should develop context-sensitive risk assessment systems, enhance data-driven decision-making capabilities, and establish flexible service standards that can adapt to diverse user needs and environmental conditions. Furthermore, the study highlights the importance of integrating ESG considerations, particularly social responsibility, into quality management systems to ensure inclusive and sustainable service delivery. Despite its contributions, this study has certain limitations. As it relies primarily on literature review and conceptual analysis, the proposed framework has not been empirically tested. Future research should validate the model through field studies, surveys, and case analyses across different public service settings. Additionally, since ISO 9001:2026 is still under development, some aspects of the analysis are based on anticipated revisions and may require refinement upon the final release of the standard. In conclusion, this study argues that the future of public service quality lies in the integration of risk-based thinking and adaptive management systems. By applying the principles of ISO 9001:2026 to disability public services, it presents a novel paradigm that emphasizes prevention, resilience, and inclusivity. This approach not only enhances service quality but also contributes to the broader goal of safeguarding the rights and well-being of vulnerable populations in an increasingly uncertain world.

목차 (Table of Contents)

• 제1장 서 론 1
• 제1절 연구배경 및 목적 1
• 제2절 연구방법 및 범위 4
• 제2장 이론적 배경과 선행연구의 고찰 7
• 제1절 ISO 9001 품질경영시스템 7
• 제2절 리스크 기반 사고(Risk-Based Thinking) 9
• 제3절 공공서비스 품질이론 10
• 제4절 선행연구의 고찰과 본 연구의 차별성 16
• 제5절 이론적 통합 및 연구의 분석 틀 22
• 제3장 ISO 9001:2026 개정 분석 (글로벌 기준) 25
• 제1절 글로벌 트렌드 분석 25
• 제2절 보건복지부 평가체계와 ISO 9001:2026의 통합 모델 31
• 제3절 ISO 9001:2026 기반 공공서비스 품질경영 전략 36
• 제4절 장애인 공공서비스 리스크 요인 분석 37
• 제4장 산업별 특수성 고찰: 장애인 공공서비스 리스크 사례 분석 39
• 제1절 재난 리스크: 폭염에 따른 서비스 공백 사례 39
• 제2절 운영 리스크: 활동지원 서비스 중단 사례 41
• 제3절 시설 리스크: 거주시설 안전사고 및 감염병 사례 42
• 제4절 소결 43
• 제5장 정책적 제언: 보건복지부-ISO9001:2026 통합 운영 모델 46
• 제1절 ISO 9001:2026 기반의 정책적 대응 방향 46
• 제2절 보건복지부 평가 체계와 ISO 9001:2026의 통합 모델 47
• 제3절 장애인 공공서비스 리스크 기반 운영 가이드라인 48
• 제4절 정책 실행 로드맵과 정책적 기대 효과 50
• 제6장 결론 51
• 제1절 연구 결과의 요약 51
• 제2절 연구의 학문적 의의 52
• 제3절 연구의 정책적 의의 52
• 제4절 연구의 한계 53
• 제5절 향후 연구 방향과 제언 53
• 제6절 결론 및 시사점 54
• <참고문헌> 55