Yüksek Eğitimde Toplam Kalite Yönetimi

Year 2009, Volume: 11 Issue: 15, 71 - 81, 28.04.2009

Hasan Serin Alper Aytekin

Abstract

Toplam Kalite Yönetimi (TKY) anlayışı gün geçtikçe daha yaygın hale gelmekte ve son zamanlarda eğitim

kurumlarında uygulanması tartışılmaktadır. Mal üreten işletmeler gibi üniversitelerin de girdi, süreç, çıktı ve

müşterileri vardır. Üniversiteler, rekabetin getirdiği şartlar nedeniyle, iç ve dış müşterilerin tatmini, istek ve

beklentileri doğrultusunda, girdilerin, süreçlerin ve çıktıların niteliklerini arttırmak zorundadırlar. TKY, müşteri

tatminini hedefleyen (öğrenci, öğretim elemanı, kamu ve özel kuruluşlar, aileler), sürekli gelişmeyi destekleyen,

herkesin katılımını sağlayan, grup çalışmasını teşvik eden bir yönetim anlayışı ile üniversitelerde uygulanması

durumunda, bu kurumlara etkililik, verimlilik, dinamizm ve ekonomiklik kazandıracaktır. Bu çalışmada, eğitim

kurumlarının genel sorunları, kalite ve TKY’nin eğitimde tanımı, üniversitelerde müşteri kavramı ve eğitimin

kalitesini etkileyen unsurlar anlatılmıştır. Ayrıca, TKY yaklaşımının üniversitelerde başarıyla uygulanabilmesi

için çeşitli öneriler sunulmuştur.

Keywords

Üniversite, Kalite, Toplam Kalite Yönetimi

Total Quality Management in High Education

Abstract

The approach of Total Quality Management (TQM) has been even more common and most recently its use in

high education has been discussed. Likewise the enterprises producing various products, universities have also

inputs, processes, and outputs. Due to conditions of competition, universities have to improve the qualities of

these inputs, processes, and outputs, according to satisfaction, demands, and expectations of internal and external

customers. If the TQM has been implemented in the universities with a manner that aims for customer

satisfaction (students, lecturers, public and private establishments, and families), supports constant development,

ensures participatory approach, and encourages working in groups, it will provide universities with effectiveness,

efficiency, dynamics, and economics. In this study, common problems of universities, definitions of quality and

TQM in high education, customer concept at universities, and factors affecting the quality of education have

been explained. Besides, in order TQM approach to be successfully implemented in the universities, various

suggestions have been presented.

Keywords

University, Quality, Total Quality Management

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