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HİZMET SEKTÖRLERİNDE KALİTE YÖNETİMİ

Journal Name:

  • İstanbul Üniversitesi İktisat Fakültesi Mecmuası

Publication Year:

  • 2004
Author NameUniversity of AuthorFaculty of Author
Abstract (2. Language): 
Total Quality Management (TQM) 's a term usea" for a body of management principles and practices which is making the agenda in the 1990s. In the industrial world, the application of TQM has dramatically transformed the quality of the product, and reduce waste and costs. Like manufacturing sectors, service organizations also have adopted new quality model since the 1980s. They have shifted the emphasis from financially optimizing assets to customer satisfaction and from emulating old-design manufacturing to making the core technology flexible, highlighting the key role of frontline employees in satisfying customers. The aim of this paper is to evaluate the extent to which the ideas and approach of TQM are relevant to the service sectors.
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Abstract (Original Language): 
Toplam Kalite Yönetimi (TKY) 1990'h yıllarda gündem yaratan yönetim prensip ve uygulamalarının bütününü tanımlayan bir kavramdır. Sanayileşmiş dünyada TKY uygulamaları ürün kalitesini köklü bir şekilde değiştirirken kayıp ve maliyetleri de azaltmıştır, Tıpkı imalat sektörlerinde olduğu gibi hizmet organizasyonları da 1980'li yıllardan beri yeni bir model uygulamaktadırlar. Bu kapsamda hizmet organizasyonlarının özellikle varlıklarını fmansal olarak optimize etmek yerine müşteri memnuniyetini temel aldıkları, geleneksel İmalat tasarımı yerine esnek teknolojileri ön plana çıkardıkları ve kilit konumdaki ön ofis çalışanları ile müşteri tatminini öncelikli olarak tanımladıkları görülmektedir. Bu makalenin amacı TKY yaklaşımının hizmet sektörlerinde ne ölçüde uygulanabileceğini değerlendirmektir.
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  • 2
77-116
  • Turkish

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