Year 2014,
Volume: 36 Issue: 1, 351 - 372, 13.03.2015
Abstract
There is a wide literature regarding TQM applications in private sector, however research in the public sector are more limited. Research regarding TQM applications in public sector has focused on health and education sectors however research regarding other public institutions is rare. This research aims to determine the extent of TQM applications based on employees’ perceptions in a public agency having ISO 9001 certification in Turkey. TQM is analyzed based on Deming’s philosophy. Results indicate that employees’ perceptions differentiate according to several factors such as demographic characteristics, having quality education and participating in quality practices
Keywords
References
- ANDERSON, J. C., RUNGTHUSANATHAN M., SCHROEDER N., “A Theory of Quality Management Underlying the Deming Management Method”, Academy of Management Review, Vol. 19, No.3, 1994, s.472-509.
- BERMAN, Evan M., WEST, Jonathan P., “TQM in American Cities: Hypothesis Regarding Commitment and Impact”, Journal of Public Administration, Research and Theory, 5-2, 1995, s. 213-230.
- BOYNE, G., A., WALKER, R., M., “Total Quality Management and Performance”, Public Performance and Management Review, Vol. 26 No. 2, 2002, s.111- 131.
- CARAYON, P., COUJARD J-L., SAINFORT F., Total Quality Management in the Public Sector, A Comparison between the USA and France, Proceedings of the IEA 2000 HFES Congress, 2000.
- CHANG, C. C., CHIU, C. M., CHEN, C. A., 2010, “The Effect of TQM Practices on Employee Satisfaction and Loyality in Government”, Total Quality Management and Business Excellence, 21-12, 2010, s.1299-1314.
- DEAN, J., W., BOWEN, D. E., “Management Theory and Total Quality: Improving Research and Practice Through Theory Development”, Academy of Management Review, Vol. 19, No. 3, 1994, s.392-418.
- DAHLGAARD Jens, KRISTENSEN Kai, KANJI Gophal, Fundementals of Total Quality Mangement, Taylor & Francis e-Library, 2007.
- FOTOPULOS, Christos V., PSOMAS Evangelos L., VOUZAS Fotis K., “Investigationg total quality management practice’s inter-relationships in ISO 9001: 2000 certified organizations”, Total Quality Management, Vol. 21, No.5, May, 2010.
- GOTZAMANI Katerina D., THEODORAKIOGLU Ypatia D., TSIOTRAS George D. , “A longitudinal study of the ISO 9000 (1994) series’ contribution towards TQM in Greek industry”, The TQM Magazine, Vol. 18, No.1, 2006.
- GRANDZOL, J., GERSHON, M., “A Survey Instrument for Standardizing TQM Research”, International Journal of Quality Service, Vol. 3, No.1, 1998, s.80-105.
- GÜRSAKAL, N., Çıkarımsal İstatistik, Dora Yayınları, Bursa, 2013, s.44.
- HACKMAN, J. R., WAGEMAN, R., “Total quality management: Empirical, conceptual, and practical issues”, Administrative Science Quarterly, 40, 1995, s. 309-342.
- HAIR, J.F., ANDERSON, R. E, TATHAM, R. L., BLACK W. C., Multivariate Data Analysis, Beşinci Basım, New Jersey, Prentie Hall, 1998.
- HAN, S. Bruce, CHEN Shaw K., “The Impact of ISO 9000 on TQM and Business Performance, Journal of Business and Economic Studies, Vol. 13., No. 2, Fall, 2007.
- JURAN, J., M., GODFREY, A., B., Juran’s Quality Handbook, Beşinci Basım, McGraw Hill, 1998.
- KALUNZY, A., McLAUGHIN C., SIMPSON, K., “Applying Total Quality Management Concepts to Public Health Organizations”, Public Health Reports, May-June Vol. 107, No. 3, 1992, s.257-264.
- KURTULUŞ, Kemal, Araştırma Yöntemleri, Türkem Yayınevi, İstanbul, 2010.
- LOOMBA Arvinder P. S., SPENCER Micheal S., “A model for Instutioalizing TQM in a State Government Agency”, International Journal of Quality and Reliability Management, Vol. 14, Issue 8, 1997, s.753-767.
- MADSEN, O., N., “Public Enterprise and Total Quality Management”, Total Quality Management, Vol. 6, No. 2, 1995, s. 165.
- MATEU, A., SAVULESCU, C., “Convergence of the Policies for Promoting Total Quality Management in the Public Administrations of Balkan States – European Union Member States”, Theoretical and Applied Economics Vol. XVIII, No. 3(556), 2011, s. 41-76.
- McADAM, R., REID R., SAULTERS, R., “Sustaining quality in the UK public sector: Quality measurement frameworks”, International Journal of Quality and Reliability Management, Vol. 19, Iss. 5, 2002.
- MORGAN C., MURGATROYD, S., Total Quality Management in the Public Sector, USA, Open University Press, 1994.
- NAS, Tülay İ., “ISO 9001: 2000 belgesi TKY Uygulamları için bir adım mı?”, TİSK Akademi, 2013.
- OAKLAND, J., S., Oakland on Quality Management, GB, Elsevier ButterworthHeinemann, 2004.
- OMACHONU, Vincent K., , ROSS, Joel E., Principles of Total Quality, Üçüncü basım, USA, CRC Press, Taylor & Francis e-Library, 2005.
- ÖZÇAKAR, N, “Bir Kamu Kuruluşundaki Toplam Kalite Yönetimi Uygulamalarının Değerlendirilmesi”, İstanbul Üniversitesi İşletme Fakültesi Dergisi, Cilt:39, Sayı:1, 2010,106-124.
- ÖZSALMANLI Ayşe Y., Türkiye’de Kamu Yönetiminde Liderlik ve Lider Yöneticilik, Manyas Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, No:15, 2005, s.137-146.
- POWELL, T., “Total Quality Management as Competitive Advantage: A review and Empirical Study”, Strategic Management Journal, Vol.16, 1995.
- PRAJOGO, Daniel I., “The Comparative Analysis of TQM Practices and Quality Performance between Manufacturing and Service Firms”, International Journal of Service Industry Management, 16-3, 2005, s.217-228.
- RAGO, W., V., “Adapting Total Quality Management (TQM) to Government: Another Point of View”, Public Administration Review, Vol.54, No.1, 1994.
- SWISS, James., E., “Adapting Total Quality Management to Governemnt”, Public Administration Review, July/August Vol. 52, No. 4, 1992.
- SADIKOĞLU, E. ve ZEHİR, C., “Investigating the Effects of Innovation and Employee Performance on the Relationship between Total Quality Management Practices and Firm Performance: An Empirical Study of Turkish Firms”, International Journal of Production Economics, 127, 2010, s.13-26.
- TAN, Lee-Peng, GILBERT Lim-Teck S. “ISO 9000: The answer for total quality management implementation? The Malasian case”, Total Quality Management, Vol. 12, No.2, 2001.
- ÜSTÜNER, Y., COŞKUN, S., “Quality Management in the Turkich Public Sector: A survey”, Public Administration Development, 24, 2004, s. 157-171.
- WEST, Jonathan P. , BERMAN, Evan M., MILAKOVICH, Micheal E., “Implementing TQM in Local Government: The Leadership Challenge”, Public Productivity & Management Reiew, 17-2, 1993, s.175-189.
Year 2014,
Volume: 36 Issue: 1, 351 - 372, 13.03.2015
Abstract
TKY’nin özel sektör uygulamaları ile ilgili geniş bir literatür bulunmakla birlikte
konunun kamu kuruluşlarındaki uygulamaları ile ilgili çalışma sayısı daha sınırlıdır.
Ülkemizde kamu kuruluşlarındaki TKY uygulamaları ile ilgili çalışmalar sağlık
ve eğitim sektörleri üzerine yoğunlaşmışlar, devlet dairelerindeki TKY uygulamaları
ise daha az incelenmiştir. Bu çalışmada, ISO 9001 belgesine sahip bir kamu kurumunda
TKY uygulamalarının hangi yoğunlukta gerçekleştirildiğinin çalışanların algılarına göre değerlendirilmesi amaçlanmıştır. TKY Deming felsefesine göre incelenmiştir.
Sonuçlar, çalışanların algılamalarının, kalite ile ilgili eğitim almış olup olmamalarına, kalite çalışmalarına katılmış olup olmamalarına ve demografik özelliklerine göre
farklılaştığını göstermektedir.
Keywords
References
- ANDERSON, J. C., RUNGTHUSANATHAN M., SCHROEDER N., “A Theory of Quality Management Underlying the Deming Management Method”, Academy of Management Review, Vol. 19, No.3, 1994, s.472-509.
- BERMAN, Evan M., WEST, Jonathan P., “TQM in American Cities: Hypothesis Regarding Commitment and Impact”, Journal of Public Administration, Research and Theory, 5-2, 1995, s. 213-230.
- BOYNE, G., A., WALKER, R., M., “Total Quality Management and Performance”, Public Performance and Management Review, Vol. 26 No. 2, 2002, s.111- 131.
- CARAYON, P., COUJARD J-L., SAINFORT F., Total Quality Management in the Public Sector, A Comparison between the USA and France, Proceedings of the IEA 2000 HFES Congress, 2000.
- CHANG, C. C., CHIU, C. M., CHEN, C. A., 2010, “The Effect of TQM Practices on Employee Satisfaction and Loyality in Government”, Total Quality Management and Business Excellence, 21-12, 2010, s.1299-1314.
- DEAN, J., W., BOWEN, D. E., “Management Theory and Total Quality: Improving Research and Practice Through Theory Development”, Academy of Management Review, Vol. 19, No. 3, 1994, s.392-418.
- DAHLGAARD Jens, KRISTENSEN Kai, KANJI Gophal, Fundementals of Total Quality Mangement, Taylor & Francis e-Library, 2007.
- FOTOPULOS, Christos V., PSOMAS Evangelos L., VOUZAS Fotis K., “Investigationg total quality management practice’s inter-relationships in ISO 9001: 2000 certified organizations”, Total Quality Management, Vol. 21, No.5, May, 2010.
- GOTZAMANI Katerina D., THEODORAKIOGLU Ypatia D., TSIOTRAS George D. , “A longitudinal study of the ISO 9000 (1994) series’ contribution towards TQM in Greek industry”, The TQM Magazine, Vol. 18, No.1, 2006.
- GRANDZOL, J., GERSHON, M., “A Survey Instrument for Standardizing TQM Research”, International Journal of Quality Service, Vol. 3, No.1, 1998, s.80-105.
- GÜRSAKAL, N., Çıkarımsal İstatistik, Dora Yayınları, Bursa, 2013, s.44.
- HACKMAN, J. R., WAGEMAN, R., “Total quality management: Empirical, conceptual, and practical issues”, Administrative Science Quarterly, 40, 1995, s. 309-342.
- HAIR, J.F., ANDERSON, R. E, TATHAM, R. L., BLACK W. C., Multivariate Data Analysis, Beşinci Basım, New Jersey, Prentie Hall, 1998.
- HAN, S. Bruce, CHEN Shaw K., “The Impact of ISO 9000 on TQM and Business Performance, Journal of Business and Economic Studies, Vol. 13., No. 2, Fall, 2007.
- JURAN, J., M., GODFREY, A., B., Juran’s Quality Handbook, Beşinci Basım, McGraw Hill, 1998.
- KALUNZY, A., McLAUGHIN C., SIMPSON, K., “Applying Total Quality Management Concepts to Public Health Organizations”, Public Health Reports, May-June Vol. 107, No. 3, 1992, s.257-264.
- KURTULUŞ, Kemal, Araştırma Yöntemleri, Türkem Yayınevi, İstanbul, 2010.
- LOOMBA Arvinder P. S., SPENCER Micheal S., “A model for Instutioalizing TQM in a State Government Agency”, International Journal of Quality and Reliability Management, Vol. 14, Issue 8, 1997, s.753-767.
- MADSEN, O., N., “Public Enterprise and Total Quality Management”, Total Quality Management, Vol. 6, No. 2, 1995, s. 165.
- MATEU, A., SAVULESCU, C., “Convergence of the Policies for Promoting Total Quality Management in the Public Administrations of Balkan States – European Union Member States”, Theoretical and Applied Economics Vol. XVIII, No. 3(556), 2011, s. 41-76.
- McADAM, R., REID R., SAULTERS, R., “Sustaining quality in the UK public sector: Quality measurement frameworks”, International Journal of Quality and Reliability Management, Vol. 19, Iss. 5, 2002.
- MORGAN C., MURGATROYD, S., Total Quality Management in the Public Sector, USA, Open University Press, 1994.
- NAS, Tülay İ., “ISO 9001: 2000 belgesi TKY Uygulamları için bir adım mı?”, TİSK Akademi, 2013.
- OAKLAND, J., S., Oakland on Quality Management, GB, Elsevier ButterworthHeinemann, 2004.
- OMACHONU, Vincent K., , ROSS, Joel E., Principles of Total Quality, Üçüncü basım, USA, CRC Press, Taylor & Francis e-Library, 2005.
- ÖZÇAKAR, N, “Bir Kamu Kuruluşundaki Toplam Kalite Yönetimi Uygulamalarının Değerlendirilmesi”, İstanbul Üniversitesi İşletme Fakültesi Dergisi, Cilt:39, Sayı:1, 2010,106-124.
- ÖZSALMANLI Ayşe Y., Türkiye’de Kamu Yönetiminde Liderlik ve Lider Yöneticilik, Manyas Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, No:15, 2005, s.137-146.
- POWELL, T., “Total Quality Management as Competitive Advantage: A review and Empirical Study”, Strategic Management Journal, Vol.16, 1995.
- PRAJOGO, Daniel I., “The Comparative Analysis of TQM Practices and Quality Performance between Manufacturing and Service Firms”, International Journal of Service Industry Management, 16-3, 2005, s.217-228.
- RAGO, W., V., “Adapting Total Quality Management (TQM) to Government: Another Point of View”, Public Administration Review, Vol.54, No.1, 1994.
- SWISS, James., E., “Adapting Total Quality Management to Governemnt”, Public Administration Review, July/August Vol. 52, No. 4, 1992.
- SADIKOĞLU, E. ve ZEHİR, C., “Investigating the Effects of Innovation and Employee Performance on the Relationship between Total Quality Management Practices and Firm Performance: An Empirical Study of Turkish Firms”, International Journal of Production Economics, 127, 2010, s.13-26.
- TAN, Lee-Peng, GILBERT Lim-Teck S. “ISO 9000: The answer for total quality management implementation? The Malasian case”, Total Quality Management, Vol. 12, No.2, 2001.
- ÜSTÜNER, Y., COŞKUN, S., “Quality Management in the Turkich Public Sector: A survey”, Public Administration Development, 24, 2004, s. 157-171.
- WEST, Jonathan P. , BERMAN, Evan M., MILAKOVICH, Micheal E., “Implementing TQM in Local Government: The Leadership Challenge”, Public Productivity & Management Reiew, 17-2, 1993, s.175-189.
There are 35 citations in total.
Details
| Primary Language | Turkish |
|---|---|
| Journal Section | Makaleler |
| Authors | |
| Publication Date | March 13, 2015 |
| Submission Date | March 13, 2015 |
| Published in Issue | Year 2014 Volume: 36 Issue: 1 |
Cite
Marmara University Journal of Economic and Administrative Sciences is licensed under Attribution-NonCommercial 4.0 International
