BibTex RIS Kaynak Göster

Yıl 2016, Cilt: 3 Sayı: 3, 291 - 302, 30.09.2016

Hatice Genc Kavas Mehmet Celal Gultekin Omer Fazil Emek

https://doi.org/10.17261/Pressacademia.2016321985

Öz

Kaynakça

  • Balkız Ö. I., (2013), “Yeni Üretim/Yönetim Modelleri ve Denetim TZÜ/TKY Modelinde Hegemonik Despotizm”, Çalışma ve Toplum, 2013/1, 187-210
  • Beckford, J. (1998), Quality: A critical Introduction, Routledge Publishing, London
  • Bhat, K. Shridhara. (2010) Total Quality Management. Mumbai, IND: Himalaya Publishing House, ProQuest ebrary. Web. 13 May 2015.
  • Chao, C.Y, Hsu, H.M., Hung, F.C., Ling, K.H., Liou, J.W. (2015), Total quality management and human resources selection: A case study of the national teacher selection in Taiwan, Total Quality Management, Vol:26, No:2, 157-172
  • Çatı, K., Kıngır, S. ve Mesci, M. (2007), “Kıyaslamaya İlişkin Teorik Bir Çalışma”, Elektronik Sosyal Bilimler Dergisi, C.6, S.21, 147-171.
  • Dawson, P., (1994). “Quality Managemend: Beyond the Japanese Model”, International Journal of Quality & Reliability Management, Vol. 11, Iss 7, 51 - 59
  • Durukan, M. B., İkiz, A. K. (2007). “Denetim Kalitesi, Kalite ve Hizmet Kalitesine İlişkin Modeller: Kavramsal Çerçeve”. Mali Çözüm Dergisi, Sayı: 82, İSMMMO Yayın Organı, ss. 36-62.
  • Ercan, İ., Ediz, B. ve Kan, İ. (2004) “Sağlık Kurumlarında Teknik Olmayan Boyut için Hizmet Memnuniyetini Ölçebilmek Amacıyla Geliştirilen Ölçek”, Uludağ Üniversitesi Tıp Fakültesi Dergisi 30 (3) 151-157
  • Erdil, O., Keskin, H. ve Zehir, C. (2003). “Firma İçi Kalite Bilgisi Kullanımı, İşgören Katılımı ve Tasarımda Kalite Yönetimi ile Ürün Performansı Arasındaki İlişkiler : Deneysel Bir Çalışma”, Doğuş Üniversitesi Dergisi, 4(1),43-54
  • EREN, Erol, Yönetim ve Organizasyon, 5. Baskı, Beta Basım Yayım Dağıtım A.Ş., İstanbul, 2001.
  • Gülmez, M. ve Kitapçı, O. (2008), “Hastane Hizmet Kalitesi ve Bir Uygulama”, H.Ü. İktisadi ve İdari Bilimler Fakültesi Dergisi, Cilt 26, Sayı. 1, 165-186
  • İlğan, A., Taşdan, M., Erdem, M. ve Memduhoğlu H. B. (2008). “Örgütsel gelişim aracısı olarak toplam kalite yönetimi ile stratejik yönetim ve planlama”, Çukurova Üniversitesi Eğitim Fakültesi Dergisi. 35, (3), 72-92.
  • Jayaram, J., Ahire, S., Nicolae, M. ve Ataseven, Ç. (2012),"The moderating influence of product orientation on coordination mechanisms in total quality management", International Journal of Quality & Reliability Management, Vol. 29 Iss 5., 531 – 559
  • Kaplan R. S. ve Norton, D. P., (1992), “The Balanced Scorecard – Measures that Drive Performance”, Harvard Business Review, Ocak-Şubat
  • Kaynak, H. (2003), “The Relationship Between Total Quality Management Practices and Their Effects on Firm Performance”, Journal of Operations Management, 21 (2003) 405-435
  • Kıngır, S., Karagöz, Y., Yıldız, M.S., Ağraş, S. (2009), Toplam Kalite Yönetimi ile İlgili Çalışmalara Katılım Düzeyinin Belirlenmesine Yönelik Araştırma, Atatürk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 13(2), 255-278
  • King J, Cichy R.F, (2006). Managing for Quality in the Hospitality Industry. Upper Saddle River Publication, New Jersey
  • Koch, H.ve Davies, J. (1995). “Making total quality a clinical priority", International Journal of Health Care Quality Assurance, Vol. 8, Iss 2, . 21 - 31
  • Koçel, T. (2014), İşletme Yöneticiliği, Genişletilmiş 15. Baskı, Beta Basım Yayın Dağıtım A.Ş., İstanbul.
  • Liu, W., Asio, S., Cross, J., Glover, W.J., Aken, E.,(2015),"Understanding team mental models affecting Kaizen event success", Team Performance Management, Vol. 21, Iss 7/8, 361 – 385
  • Mosadeghrad A. M., (2015),"Developing and validating a total quality management model for healthcare organisations", The TQM Journal, Vol. 27 Iss 5, 544 - 564
  • Oakland, J. (2011), Leadership and policy deployment: the backbone of TQM, Total Quality Management, vol:22, No:5, ss: 517-534
  • Porter, M. E. (1979), “How Competitive Forces Shape Strategy”, Harvard Business Review, Mart-Nisan 1979, ss: 137-145
  • Porter, M. E. (2000), Rekabet Stratejisi, Çev: Gülen Ulubilgen, Sistem Yayıncılık, İstanbul Porter, M.E. (2010), Rekabet Üzerine, Çev: Kıvanç Tanrıyar, Optimist Yayınları, İstanbul.
  • Sarp, N. (2014), Toplam Kalite Yönetimi Uygulamaları, Desen Ofset, Ankara.
  • Saunders, W.I. , Graham, M.A., (1992). “Total Quality Management in the Hospitality Industry”. Total Quality Management, Vol:3, No:3 ss: 243-255
  • Sharma, S. ve Modgil, S. (2015),"Supply chain and total quality management framework design for business performance-case study evidence", Journal of Enterprise Information Management, Vol. 28, Iss 6, 905 – 930
  • Silva, L., Damian, P. M. ve Pádua, S. I. D., (2012),"Process management tasks and barriers: functional to processes approach", Business Process Management Journal, Vol. 18 Iss 5 pp. 762 - 776
  • Taner, B. ve Kaya, İ.(2005) Toplam Kalite Yönetiminin Başarıyla Uygulanma Esasları Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 14(1):353-362
  • Thurow, L. (1994), Kıran Kırana, Çev: Ayşe Karasu, Afa Yayınları, İstanbul.
  • Ustasüleyman, T. Ve Perçin, S. (2012) “Bulanık Analitik Hiyerarşi Süreci Yaklaşımı ile Toplam Kalite Yönetimi (Tky) Uygulamalarında Kritik Başarı Faktörlerinin Önem Derecesinin Belirlenmesi”, Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, Cilt: 26, Sayı: 1 ss: 147-164
  • Waldman, D.A. (1993) “A theoretical consideration of leadership and total quality management” The Leadership Quarterly, 4(1), ss. 65-79.
  • Yıldız, G. (1994), İşletmelerde Toplam Kalite Yönetimi, Sakarya Üniversitesi, Yayın No: 10.
  • Yunis, M., Jung, J. ve Chen, S. (2013),"TQM, Strategy, and Performance: a Firm-Level Analysis", International Journal of Quality & Reliability Management, Vol. 30 Iss 6 pp. 690 - 714

A RESEARCH ON THE INPATIENT SATISFACTION IN SIVAS STATE HOSPITAL WITHIN THE CONTEXT OF TOTAL QUALITY MANAGEMENT

Yıl 2016, Cilt: 3 Sayı: 3, 291 - 302, 30.09.2016

Hatice Genc Kavas Mehmet Celal Gultekin Omer Fazil Emek

https://doi.org/10.17261/Pressacademia.2016321985

Öz

In particular, TQM applied in industry is of strategic importance for the company in a highly competitive environment. Therefore currently the service marketing began to adopt TQM. The tendency to learn with the aim of reaching better and innovation that occur in all TQM processes brings effectiveness and efficiency. The customer satisfaction is an important data to measure effectiveness. In this study, satisfaction survey was applied on 396 inpatients discharged at Sivas State Hospital and as a result the answer has been sought whether hospital uses TQM effectively or not from the point of view of the customer. Survey form includes 63 questions obtained through Factor analysis consisting 9 factors. Factors on which patients base their recommendation and preference of hospital are analyzed. The survey of what health and care services which are provided have low level of satisfaction and what should be done in this process are presented. In this study, it has been found that the hospital can use the TQM applications effectively but it possesses deficiencies on some occasions from the pointview of the customer (patient). In the future, measurements that will be obtained through financial, internal business and innovation and learning perspectives will be combined with this study and answer of how effectively and accurately the TQM applications are put into effect in the hospital will be presented.

 

Anahtar Kelimeler

Total quality management competition healthcare patient satisfaction service quality

Kaynakça

  • Balkız Ö. I., (2013), “Yeni Üretim/Yönetim Modelleri ve Denetim TZÜ/TKY Modelinde Hegemonik Despotizm”, Çalışma ve Toplum, 2013/1, 187-210
  • Beckford, J. (1998), Quality: A critical Introduction, Routledge Publishing, London
  • Bhat, K. Shridhara. (2010) Total Quality Management. Mumbai, IND: Himalaya Publishing House, ProQuest ebrary. Web. 13 May 2015.
  • Chao, C.Y, Hsu, H.M., Hung, F.C., Ling, K.H., Liou, J.W. (2015), Total quality management and human resources selection: A case study of the national teacher selection in Taiwan, Total Quality Management, Vol:26, No:2, 157-172
  • Çatı, K., Kıngır, S. ve Mesci, M. (2007), “Kıyaslamaya İlişkin Teorik Bir Çalışma”, Elektronik Sosyal Bilimler Dergisi, C.6, S.21, 147-171.
  • Dawson, P., (1994). “Quality Managemend: Beyond the Japanese Model”, International Journal of Quality & Reliability Management, Vol. 11, Iss 7, 51 - 59
  • Durukan, M. B., İkiz, A. K. (2007). “Denetim Kalitesi, Kalite ve Hizmet Kalitesine İlişkin Modeller: Kavramsal Çerçeve”. Mali Çözüm Dergisi, Sayı: 82, İSMMMO Yayın Organı, ss. 36-62.
  • Ercan, İ., Ediz, B. ve Kan, İ. (2004) “Sağlık Kurumlarında Teknik Olmayan Boyut için Hizmet Memnuniyetini Ölçebilmek Amacıyla Geliştirilen Ölçek”, Uludağ Üniversitesi Tıp Fakültesi Dergisi 30 (3) 151-157
  • Erdil, O., Keskin, H. ve Zehir, C. (2003). “Firma İçi Kalite Bilgisi Kullanımı, İşgören Katılımı ve Tasarımda Kalite Yönetimi ile Ürün Performansı Arasındaki İlişkiler : Deneysel Bir Çalışma”, Doğuş Üniversitesi Dergisi, 4(1),43-54
  • EREN, Erol, Yönetim ve Organizasyon, 5. Baskı, Beta Basım Yayım Dağıtım A.Ş., İstanbul, 2001.
  • Gülmez, M. ve Kitapçı, O. (2008), “Hastane Hizmet Kalitesi ve Bir Uygulama”, H.Ü. İktisadi ve İdari Bilimler Fakültesi Dergisi, Cilt 26, Sayı. 1, 165-186
  • İlğan, A., Taşdan, M., Erdem, M. ve Memduhoğlu H. B. (2008). “Örgütsel gelişim aracısı olarak toplam kalite yönetimi ile stratejik yönetim ve planlama”, Çukurova Üniversitesi Eğitim Fakültesi Dergisi. 35, (3), 72-92.
  • Jayaram, J., Ahire, S., Nicolae, M. ve Ataseven, Ç. (2012),"The moderating influence of product orientation on coordination mechanisms in total quality management", International Journal of Quality & Reliability Management, Vol. 29 Iss 5., 531 – 559
  • Kaplan R. S. ve Norton, D. P., (1992), “The Balanced Scorecard – Measures that Drive Performance”, Harvard Business Review, Ocak-Şubat
  • Kaynak, H. (2003), “The Relationship Between Total Quality Management Practices and Their Effects on Firm Performance”, Journal of Operations Management, 21 (2003) 405-435
  • Kıngır, S., Karagöz, Y., Yıldız, M.S., Ağraş, S. (2009), Toplam Kalite Yönetimi ile İlgili Çalışmalara Katılım Düzeyinin Belirlenmesine Yönelik Araştırma, Atatürk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 13(2), 255-278
  • King J, Cichy R.F, (2006). Managing for Quality in the Hospitality Industry. Upper Saddle River Publication, New Jersey
  • Koch, H.ve Davies, J. (1995). “Making total quality a clinical priority", International Journal of Health Care Quality Assurance, Vol. 8, Iss 2, . 21 - 31
  • Koçel, T. (2014), İşletme Yöneticiliği, Genişletilmiş 15. Baskı, Beta Basım Yayın Dağıtım A.Ş., İstanbul.
  • Liu, W., Asio, S., Cross, J., Glover, W.J., Aken, E.,(2015),"Understanding team mental models affecting Kaizen event success", Team Performance Management, Vol. 21, Iss 7/8, 361 – 385
  • Mosadeghrad A. M., (2015),"Developing and validating a total quality management model for healthcare organisations", The TQM Journal, Vol. 27 Iss 5, 544 - 564
  • Oakland, J. (2011), Leadership and policy deployment: the backbone of TQM, Total Quality Management, vol:22, No:5, ss: 517-534
  • Porter, M. E. (1979), “How Competitive Forces Shape Strategy”, Harvard Business Review, Mart-Nisan 1979, ss: 137-145
  • Porter, M. E. (2000), Rekabet Stratejisi, Çev: Gülen Ulubilgen, Sistem Yayıncılık, İstanbul Porter, M.E. (2010), Rekabet Üzerine, Çev: Kıvanç Tanrıyar, Optimist Yayınları, İstanbul.
  • Sarp, N. (2014), Toplam Kalite Yönetimi Uygulamaları, Desen Ofset, Ankara.
  • Saunders, W.I. , Graham, M.A., (1992). “Total Quality Management in the Hospitality Industry”. Total Quality Management, Vol:3, No:3 ss: 243-255
  • Sharma, S. ve Modgil, S. (2015),"Supply chain and total quality management framework design for business performance-case study evidence", Journal of Enterprise Information Management, Vol. 28, Iss 6, 905 – 930
  • Silva, L., Damian, P. M. ve Pádua, S. I. D., (2012),"Process management tasks and barriers: functional to processes approach", Business Process Management Journal, Vol. 18 Iss 5 pp. 762 - 776
  • Taner, B. ve Kaya, İ.(2005) Toplam Kalite Yönetiminin Başarıyla Uygulanma Esasları Çukurova Üniversitesi Sosyal Bilimler Enstitüsü Dergisi 14(1):353-362
  • Thurow, L. (1994), Kıran Kırana, Çev: Ayşe Karasu, Afa Yayınları, İstanbul.
  • Ustasüleyman, T. Ve Perçin, S. (2012) “Bulanık Analitik Hiyerarşi Süreci Yaklaşımı ile Toplam Kalite Yönetimi (Tky) Uygulamalarında Kritik Başarı Faktörlerinin Önem Derecesinin Belirlenmesi”, Atatürk Üniversitesi İktisadi ve İdari Bilimler Dergisi, Cilt: 26, Sayı: 1 ss: 147-164
  • Waldman, D.A. (1993) “A theoretical consideration of leadership and total quality management” The Leadership Quarterly, 4(1), ss. 65-79.
  • Yıldız, G. (1994), İşletmelerde Toplam Kalite Yönetimi, Sakarya Üniversitesi, Yayın No: 10.
  • Yunis, M., Jung, J. ve Chen, S. (2013),"TQM, Strategy, and Performance: a Firm-Level Analysis", International Journal of Quality & Reliability Management, Vol. 30 Iss 6 pp. 690 - 714
Toplam 34 adet kaynakça vardır.

Ayrıntılar

Bölüm Articles
Yazarlar

Hatice Genc Kavas Bu kişi benim

Mehmet Celal Gultekin

Omer Fazil Emek Bu kişi benim

Yayımlanma Tarihi 30 Eylül 2016
Yayımlandığı Sayı Yıl 2016 Cilt: 3 Sayı: 3

Kaynak Göster

APA Kavas, H. G., Gultekin, M. C., & Emek, O. F. (2016). A RESEARCH ON THE INPATIENT SATISFACTION IN SIVAS STATE HOSPITAL WITHIN THE CONTEXT OF TOTAL QUALITY MANAGEMENT. Journal of Management Marketing and Logistics, 3(3), 291-302. https://doi.org/10.17261/Pressacademia.2016321985

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