İmalatçı KOBİ’lerde Kalite Yönetim Sisteminin İşletme Performansı, Ürün Kalitesi Ve Operasyonel Performans Üzerindeki Etkisinin İncelenmesi: Erzurum İlinde Bir Uygulama

Öz

İşletmenin ISO 9001 sertifikasına sahip olması, tüm ürün ve hizmetlerinin müşteri taleplerini karşılayacak belirli bir yeteneğe sahip olduğu anlamına gelir. ISO 9001'in benimsenmesinin operasyonel performansı iyileştirdiğini, sürekli iyileştirme kültürünü oluşturduğunu, israfı azalttığını ve böylece ürün/hizmet kalitesini arttırdığı görülmektedir. ISO 9001, kontrol yönetimini artırmasının ve kalite bilincinin yanı sıra hizmetleri iyileştirmesinden dolayı ürün kalitesi içinde yararlıdır. Bu doğrultuda çalışmanın amacı ise, imalatçı KOBİ’lerde kalite yönetim sisteminin işletme performansı, ürün kalitesi ve operasyonel performans üzerindeki etkisini araştırmaktır. Bu doğrultuda oluşturulan 44 anket, Erzurum’daki KOBİ’lerde çalışan üst düzey yöneticilere yüz yüze olarak uygulanmıştır. SPSS 20.00 paket programı yardımıyla elde edilen verilere güvenilirlik analizi, frekans analizi ve regresyon analizi yapılmış ve sonuçlar yorumlanmıştır.

Anahtar Kelimeler

• ISO 9001 etkinliği
• Operasyonel performans
• İşletme performansı
• Ürün kalitesi

Investigation of the Effect of Quality Management System on Business Performance, Product Quality and Operational Performance in Manufacturing SMEs: An Application in Erzurum Province

Abstract

The fact that the business is ISO 9001 certified means that all of its products and services have a certain ability to meet customer demands. It is seen that the adoption of ISO 9001 improves operational performance, creates a culture of continuous improvement, reduces waste and thus increases product/service quality. ISO 9001 is beneficial for product quality as it increases control management and improves quality awareness as well as services. In this direction, the aim of the study is to investigate the effect of quality management system on business performance, product quality and operational performance in manufacturing SMEs. 44 questionnaires created in this direction were applied face-to-face to senior managers working in SMEs in Erzurum. Reliability analysis, frequency analysis and regression analysis were performed on the data obtained with the help of SPSS 20.00 package program and the results were interpreted.

Keywords

• ISO 9001 effectiveness
• Operational performance
• Business performance
• Product quality

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