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KÜÇÜK VE ORTA BÜYÜKLÜKTEKİ İŞLETMELER’DE (KOBİ) TOPLAM KALİTE YÖNETİMİ (TKY) KRİTİK FAKTÖRLERİNİN ÖRGÜTSEL PERFORMANS ÜZERİNE ETKİLERİ

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Abstract (Original Language): 
Şiddetli rekabet şartları, işletmelerde müşteri tatminini sağlayan temel unsur olarak kalite iyileştirmeyi ön plana çıkarmıştır. Esnek yapılarıyla, değişken müşteri ihtiyaçlarını karşılamaları bakımından büyük öneme sahip olan Küçük ve Orta Büyüklükteki İşletmeler (KOBİ)’de, bu yarışın bir sonucu olarak Toplam Kalite Yönetimi (TKY) uygulamalarını benimsemeye başlamışlardır. Bu çalışmada, KOBİ lerin TKY’ye ilişkin kritik faktörleri ne ölçüde taşıdıkları ve TKY’ye ilişkin başarı faktörleri ile örgütsel performans arasında nasıl bir ilişkinin olduğu araştırılmıştır. Elde edilen bulgular; örneğimizde yer alan KOBİ lerin TKY’ye ilişkin başarı faktörlerini tam olarak bünyelerinde barındırmadıkları ve TKY’ye ilişkin başarı faktörleriyle örgütsel performans arasında güçlü bir ilişkinin bulunduğu yönündedir.

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