Government Quality Management Systems: Case Study from the Hawaii Missile Alert

The unfortunate Hawaii False Ballistic Missile Alert event on January 13, 2018 provides many examples of how a Quality Management System (QMS, e.g. ISO 9001 Quality Management Systems-Requirements) can be applied to government operations, and illustrates the need for existing quality standards to provide more clarity in their applicability to services. The event provides a valuable case study for those who ask the question: how do QMS systems and standards apply to government services? The following information is taken from the Hawaii Emergency Management Agency (EMA) investigation report.