BibTex RIS Kaynak Göster

Kamu Örgütlerinde Toplam Kalite Yönetimi Uygulaması: Olumlu Perspektifler Ve Olası Zorluklar

Yıl 2005, Cilt: 2005 Sayı: 2, 196 - 211, 01.06.2005

Öz

Kaynakça

  • Ardıç, Kadir ve Türker Baş, 1999. “Kamu Yönetiminde Sürekli Gelişme Aracı Olarak Toplam Kalite Yönetimi ve Uygulama Aşamaları.” 8. Ulusal Kalite Kongresi Bildirileri, Istanbul: TÜSIAD-KalDer, s. 178.
  • Balcı, A. 1998. “Total Quality Management (TQM): A Communication Perspective.” S. Demirel Üniv. IIBF Dergisi, (Fall), s. 213-222.
  • , 1999. "Kamu Sektörü ve Toplam Kalite Yönetimi." Kamu Yönetiminde Kalite 1. Ulusal Kongresi Bildirileri, Ankara: TODAIE, c: 1, s. 61-76.
  • , 2002. Implementation of Total Quality Management in Public Sector: An Empirical Analysis of a Turkish Case. Yayımlanmamış Doktora Tezi, ODTÜ Siyaset Bilimi ve Kamu Yönetimi Anabilim Dalı.
  • Boland, Tony ve D. Silbergh, 1996. “Managing for Quality: The Impact of Quality Management Initiatives on Administrative Structure and Resource Management Process in Public-Sector Organizations.” International Review of Administrative Sciences, vol.62, s. 351-367.
  • Bowman, J.S. 1994. “At Last, an Alternative to Performance Appraisal: Total Quality Management.” Public Administration Review, vol. 54(2), s. 129-136.
  • Business Week, 1995. “Downsizing Government.” (25 Ocak), s. 41.
  • DeLeon, Linda ve R. B. Denhardt, 2000. “The Political Theory of Reinvention.” Public Administration Review, vol. 60(2), s. 89-97.
  • Deming, W. Edwards, 1986. Out of the Crisis. Cambridge, Mass: MIT, Center for Advanced Engineering Study. Feigenbaum, Armand V., 1993. “Managing Improvement in the U.S. Government.” National Productivity Review, Cilt 13, s. 7.
  • Fountain, Jane E. 2001. “Paradoxes of Public Sector Customer Service.” Governance: An International Journal of Policy and Administration, vol. 14(1), s. 55-74.
  • Garrity, Rudolph B., 1993. “Total Quality Management: An Opportunity for High Performance in Federal Organizations.” Public Administration Quarterly, (Kış), s. 443.
  • Godfroij, Arnold J. A., 1995. "Evaluation in the Private Sector: Evolution and Professionalization of Quality Management," Knowledge and Policy, vol. 8(3), s. 55-71.
  • Gore, Al, 1993. Creating a Government that Works Better and Costs Less: Report of the National Performance Review. Washington, DC: US Government Printing Office.
  • Graves, Spencer B., 1995. “Common Principles of Quality Management and Development Economics.” The Quality Management Journal, Cilt 2, No 2, (Şubat), s. 66.
  • Hackman, J. Richard ve Ruth Wageman, 1995. “Total Quality Management: Empirical, Conceptual, and Practical Issues.” Administrative Science Quarterly, vol. 40, (June), s. 309-342.
  • Harrison, Stephen J. ve Ronald Stupak, 1993. “Total Quality Management: The Organizational Equivalent of Truth in Public Administration Theory and Practice.” Public Administration Quarterly, (Kış), s. 417.
  • Hyde, Albert C., 1995. “Changing Concepts, Goals, and Methods: Introduction.” The Public Manager,” (Fall), s. 3-4. Hunt, V. Daniel, 1993. Quality Management for Government: A Guide to Federal, State, and Local Implementation. Milwaukee,WI: ASQC Quality Press.
  • Johnston, Van R., 1995. “Caveat Emptor: Customers vs. Citizens.” The Public Manager, (Fall), s. 11-14.
  • Juran, Joseph M. (ed.), 1951. Quality Control Handbook. New York: McGraw-Hill.
  • Kaboolian, Linda, 2000. “Quality Comes to the Public Sector.” in The Quality Movement & Organization Theory, (eds.) Robert E. Cole and W. Richard Scott, Thousand Oaks: Sage Publications, Inc.
  • Kickert, Walter J.M., 1997. “Public Management in the United States and Europe.” in Public Management and Administrative Reform in Western Europe, (ed.) Walter J.M. Kickert, Cheltenham: Edward Elgar Publishing, s. 15-38.
  • Kim, Pan S., W. Pindur ve K. Reynolds 1995. "Creating a New Organizational Culture: The Key to Total Quality Management in the Public Sector," International Journal of Public Administration, vol. 18(4), s. 675-709.
  • Kirkpatrick, Ian ve M. M. Lucio, 1995. “Conclusion: The Politics of Quality and the Emergence of New Issues and Tensions within the Public Sector.” in The Politics of Quality in the Public Sector, (eds.) Ian Kirkpatrick and Miguel Martinez Lucio, London and New York: Routledge, s. 271-281.
  • Madsen, Ole Norgaard, 1995. "Public Enterprise and Total Quality Management," Total Quality Management, vol. 6(2), s. 165-174.
  • Milakovich, Michael E., 1992. “Total Quality Management for Public Service Productivity Improvement.” Public Productivity Handbook içinde, (ed.) Marc Holzer, New York: Marcel Dekker, Inc., s. 577.
  • Millar, Colin, 1998. “The Town Hall Factory: The Applicability of Manufacturing Operations to Public Services.” Total Quality Management, vol. 9(2-3), s. 289.
  • Mintzberg, Henry, 1996. “Managing Government: Governing Management.” Harvard Business Review, (May/June). Pp. 75-83.
  • Morgan, Colin ve S. Murgatroyd, 1994. Total Quality Management in the Public Sector: An International Perspective, Buckingham: Open University Press.
  • OECD, 1996. Responsive Government: Service Quality Initiatives. Paris.
  • Ott, J. Steven ve L. A. Dicke, 2001. “Challenges Facing Public Sector Management in an Era of Downsizing, Devolution, Dispersion and Empowerment-and Accountability?” Public Organization Review, vol. 1, s. 321-339.
  • Osborne, David ve Ted Gaebler, 1993. Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. NY: A Plume Book,
  • Peker, Ömer, 1995. “Toplam Kalite Yönetimi ve Sürekli Iyileştirme.” Kamu Yönetimi Disiplini Sempozyumu Bildirileri. vol.II, s.51-70.
  • Penzer, Erika, 1991. “Making a Federal Case for Quality.” Incentive, Cilt 165, (Ağustos), s. 29-30.
  • Pochard, Marcel, 1996. “Current and Future Developments in Service Quality Initiatives: The Situation in France.” Responsive Government: Service Quality Initiatives içinde, Paris: OECD, s. 49-57.
  • Pollitt, Christopher ve Stephen Harrison, 1992. “Introduction.” in Handbook of Public Services Management, (eds.) Christopher Pollitt ve Stephen Harrison, Oxford: Blackwell Business, s. 1-22.
  • Rago, William V., 1994. "Adapting Total Quality Management (TQM) to Government: Another Point of View." Public Administration Review, vol. 54 (January/February), s. 63.
  • Reed, Mike, 1995. “Managing Quality and Organizational Politics: TQM As a Governmental Technology.” in The Politics of Quality in the Public Sector, (eds.) Ian Kirkpatrick and Miguel Martinez Lucio, London and New York: Routledge, s. 44-64.
  • Ryan, Neal, 2001. “Reconstructing Citizen as Consumers: Implications for New Modes of Governance.” Australian Journal of Public Administration, vol. 60(3), s. 104-109.
  • Saran, Ulvi, 2001. “Demokratikleşme ve Sivilleşme Eğilimleri Karşısında Devletin Yeniden Yapılandırılmasının Anahtarı: Kamu Hizmetlerinde Toplam Kalite Yönetimi.” Türk İdare Dergisi, c. 431, s. 1-21.
  • Savas, E. S., 1987. Privatization: The Key to Better Government. Chatham, NJ: Chatham House Publishers, Inc., s. 4.
  • Saygılıoğlu, N. ve S. Arı, 2003. Etkin Devlet: Kurumsal bir Tasarı ve Politika Önerisi. İstanbul: Sabancı Üniversitesi. Scharitzer, Dieter ve C. Korunka, 2000. “New Public Management: Evaluating the Success of Total Quality Management and Change Management Interventions in Public Services From the Employees’ and Customers’ Perspectives.” Total Quality Management, (September), s. 941.
  • Sharp, John, J. Hamali ve K. Kutucuoğlu, 2001. “Quality Management Systems and Performance Measurement in a Public Sector Organization.” Proceedings of the 45th Annual Congress of the European Organization for Quality, (19-21 September), Istanbul.
  • Stupak, Ronald J. ve R. B. Garity, 1993. “Change, Challenge, and Responsibility of Public Administrators for Total Quality Management in the 1990s: A Symposium, Part 1”, Public Administration Quarterly, (Winter), s.409-415.
  • Swiss, James E., 1992. “Adapting Total Quality Management (TQM) to Government.” Public Administration Review, vol. 52 (July/August), s. 356-362.
  • Talib, Younis, 1997. “Customers’ Expectations of Public Sector Services: Does Quality Have Its Limits?” Total Quality Management, Cilt 8, No 4, s. 7.
  • TESEV, 2000. Devlet Reformu Araştırması.
  • Tuckman, Alan, 1995. “Ideology, Quality and TQM.” in Making Quality Critical: New Perspectives on Organizational Change, (eds.) A. Wilkinson and H. Willmot, London: Routledge, s. 54-81.
  • Turton, Genie, 1996. “Current and Future Developments in Service Quality Initiatives – Service Quality Programme: United Kingdom.” Responsive Government: Service Quality Initiatives içinde, Paris: OECD, s. 59-63.
  • Wagenheim, George D. ve J. H. Reurink, 1991. “Customer Service in Public Administration.” Public Administration Review, vol. 51 (May/June), s. 263-269.
  • Walsh, Kieron, 1991. "Quality and Public Services," Public Administration, vol. 69 (Winter), s. 503-514.
  • , 1995. "Quality Through Markets: The New Public Service Management," in Making Quality Critical: New Perspectives on Organizational Change, (eds.) A. Wilkinson and H. Willmot, London: Routledge, s. 82-104.
  • Walters, Jonathan., 1992. “The Cult of Total Quality.” Governing, vol. 5 (May), s. 38-42.
  • Yetiş, Nükhet, 2001. “Kamu Çalışanları Memnuniyeti & Kamuda Performans Ölçümü.” 2.Kamu Kalite Sempozyumu Bildirisi, Ankara: KalDer.
  • Zbaracki, Mark J., 1998. “The Rhetoric and Reality of Total Quality Management.” Administrative Science Quarterly, vol. 43, (September), s. 602-636.

KAMU ÖRGÜTLERİNDE TOPLAM KALİTE YÖNETİMİ UYGULANMASI: OLUMLU PERSPEKTİFLER VE OLASI ZORLUKLAR

Yıl 2005, Cilt: 2005 Sayı: 2, 196 - 211, 01.06.2005

Öz

Kaynakça

  • Ardıç, Kadir ve Türker Baş, 1999. “Kamu Yönetiminde Sürekli Gelişme Aracı Olarak Toplam Kalite Yönetimi ve Uygulama Aşamaları.” 8. Ulusal Kalite Kongresi Bildirileri, Istanbul: TÜSIAD-KalDer, s. 178.
  • Balcı, A. 1998. “Total Quality Management (TQM): A Communication Perspective.” S. Demirel Üniv. IIBF Dergisi, (Fall), s. 213-222.
  • , 1999. "Kamu Sektörü ve Toplam Kalite Yönetimi." Kamu Yönetiminde Kalite 1. Ulusal Kongresi Bildirileri, Ankara: TODAIE, c: 1, s. 61-76.
  • , 2002. Implementation of Total Quality Management in Public Sector: An Empirical Analysis of a Turkish Case. Yayımlanmamış Doktora Tezi, ODTÜ Siyaset Bilimi ve Kamu Yönetimi Anabilim Dalı.
  • Boland, Tony ve D. Silbergh, 1996. “Managing for Quality: The Impact of Quality Management Initiatives on Administrative Structure and Resource Management Process in Public-Sector Organizations.” International Review of Administrative Sciences, vol.62, s. 351-367.
  • Bowman, J.S. 1994. “At Last, an Alternative to Performance Appraisal: Total Quality Management.” Public Administration Review, vol. 54(2), s. 129-136.
  • Business Week, 1995. “Downsizing Government.” (25 Ocak), s. 41.
  • DeLeon, Linda ve R. B. Denhardt, 2000. “The Political Theory of Reinvention.” Public Administration Review, vol. 60(2), s. 89-97.
  • Deming, W. Edwards, 1986. Out of the Crisis. Cambridge, Mass: MIT, Center for Advanced Engineering Study. Feigenbaum, Armand V., 1993. “Managing Improvement in the U.S. Government.” National Productivity Review, Cilt 13, s. 7.
  • Fountain, Jane E. 2001. “Paradoxes of Public Sector Customer Service.” Governance: An International Journal of Policy and Administration, vol. 14(1), s. 55-74.
  • Garrity, Rudolph B., 1993. “Total Quality Management: An Opportunity for High Performance in Federal Organizations.” Public Administration Quarterly, (Kış), s. 443.
  • Godfroij, Arnold J. A., 1995. "Evaluation in the Private Sector: Evolution and Professionalization of Quality Management," Knowledge and Policy, vol. 8(3), s. 55-71.
  • Gore, Al, 1993. Creating a Government that Works Better and Costs Less: Report of the National Performance Review. Washington, DC: US Government Printing Office.
  • Graves, Spencer B., 1995. “Common Principles of Quality Management and Development Economics.” The Quality Management Journal, Cilt 2, No 2, (Şubat), s. 66.
  • Hackman, J. Richard ve Ruth Wageman, 1995. “Total Quality Management: Empirical, Conceptual, and Practical Issues.” Administrative Science Quarterly, vol. 40, (June), s. 309-342.
  • Harrison, Stephen J. ve Ronald Stupak, 1993. “Total Quality Management: The Organizational Equivalent of Truth in Public Administration Theory and Practice.” Public Administration Quarterly, (Kış), s. 417.
  • Hyde, Albert C., 1995. “Changing Concepts, Goals, and Methods: Introduction.” The Public Manager,” (Fall), s. 3-4. Hunt, V. Daniel, 1993. Quality Management for Government: A Guide to Federal, State, and Local Implementation. Milwaukee,WI: ASQC Quality Press.
  • Johnston, Van R., 1995. “Caveat Emptor: Customers vs. Citizens.” The Public Manager, (Fall), s. 11-14.
  • Juran, Joseph M. (ed.), 1951. Quality Control Handbook. New York: McGraw-Hill.
  • Kaboolian, Linda, 2000. “Quality Comes to the Public Sector.” in The Quality Movement & Organization Theory, (eds.) Robert E. Cole and W. Richard Scott, Thousand Oaks: Sage Publications, Inc.
  • Kickert, Walter J.M., 1997. “Public Management in the United States and Europe.” in Public Management and Administrative Reform in Western Europe, (ed.) Walter J.M. Kickert, Cheltenham: Edward Elgar Publishing, s. 15-38.
  • Kim, Pan S., W. Pindur ve K. Reynolds 1995. "Creating a New Organizational Culture: The Key to Total Quality Management in the Public Sector," International Journal of Public Administration, vol. 18(4), s. 675-709.
  • Kirkpatrick, Ian ve M. M. Lucio, 1995. “Conclusion: The Politics of Quality and the Emergence of New Issues and Tensions within the Public Sector.” in The Politics of Quality in the Public Sector, (eds.) Ian Kirkpatrick and Miguel Martinez Lucio, London and New York: Routledge, s. 271-281.
  • Madsen, Ole Norgaard, 1995. "Public Enterprise and Total Quality Management," Total Quality Management, vol. 6(2), s. 165-174.
  • Milakovich, Michael E., 1992. “Total Quality Management for Public Service Productivity Improvement.” Public Productivity Handbook içinde, (ed.) Marc Holzer, New York: Marcel Dekker, Inc., s. 577.
  • Millar, Colin, 1998. “The Town Hall Factory: The Applicability of Manufacturing Operations to Public Services.” Total Quality Management, vol. 9(2-3), s. 289.
  • Mintzberg, Henry, 1996. “Managing Government: Governing Management.” Harvard Business Review, (May/June). Pp. 75-83.
  • Morgan, Colin ve S. Murgatroyd, 1994. Total Quality Management in the Public Sector: An International Perspective, Buckingham: Open University Press.
  • OECD, 1996. Responsive Government: Service Quality Initiatives. Paris.
  • Ott, J. Steven ve L. A. Dicke, 2001. “Challenges Facing Public Sector Management in an Era of Downsizing, Devolution, Dispersion and Empowerment-and Accountability?” Public Organization Review, vol. 1, s. 321-339.
  • Osborne, David ve Ted Gaebler, 1993. Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector. NY: A Plume Book,
  • Peker, Ömer, 1995. “Toplam Kalite Yönetimi ve Sürekli Iyileştirme.” Kamu Yönetimi Disiplini Sempozyumu Bildirileri. vol.II, s.51-70.
  • Penzer, Erika, 1991. “Making a Federal Case for Quality.” Incentive, Cilt 165, (Ağustos), s. 29-30.
  • Pochard, Marcel, 1996. “Current and Future Developments in Service Quality Initiatives: The Situation in France.” Responsive Government: Service Quality Initiatives içinde, Paris: OECD, s. 49-57.
  • Pollitt, Christopher ve Stephen Harrison, 1992. “Introduction.” in Handbook of Public Services Management, (eds.) Christopher Pollitt ve Stephen Harrison, Oxford: Blackwell Business, s. 1-22.
  • Rago, William V., 1994. "Adapting Total Quality Management (TQM) to Government: Another Point of View." Public Administration Review, vol. 54 (January/February), s. 63.
  • Reed, Mike, 1995. “Managing Quality and Organizational Politics: TQM As a Governmental Technology.” in The Politics of Quality in the Public Sector, (eds.) Ian Kirkpatrick and Miguel Martinez Lucio, London and New York: Routledge, s. 44-64.
  • Ryan, Neal, 2001. “Reconstructing Citizen as Consumers: Implications for New Modes of Governance.” Australian Journal of Public Administration, vol. 60(3), s. 104-109.
  • Saran, Ulvi, 2001. “Demokratikleşme ve Sivilleşme Eğilimleri Karşısında Devletin Yeniden Yapılandırılmasının Anahtarı: Kamu Hizmetlerinde Toplam Kalite Yönetimi.” Türk İdare Dergisi, c. 431, s. 1-21.
  • Savas, E. S., 1987. Privatization: The Key to Better Government. Chatham, NJ: Chatham House Publishers, Inc., s. 4.
  • Saygılıoğlu, N. ve S. Arı, 2003. Etkin Devlet: Kurumsal bir Tasarı ve Politika Önerisi. İstanbul: Sabancı Üniversitesi. Scharitzer, Dieter ve C. Korunka, 2000. “New Public Management: Evaluating the Success of Total Quality Management and Change Management Interventions in Public Services From the Employees’ and Customers’ Perspectives.” Total Quality Management, (September), s. 941.
  • Sharp, John, J. Hamali ve K. Kutucuoğlu, 2001. “Quality Management Systems and Performance Measurement in a Public Sector Organization.” Proceedings of the 45th Annual Congress of the European Organization for Quality, (19-21 September), Istanbul.
  • Stupak, Ronald J. ve R. B. Garity, 1993. “Change, Challenge, and Responsibility of Public Administrators for Total Quality Management in the 1990s: A Symposium, Part 1”, Public Administration Quarterly, (Winter), s.409-415.
  • Swiss, James E., 1992. “Adapting Total Quality Management (TQM) to Government.” Public Administration Review, vol. 52 (July/August), s. 356-362.
  • Talib, Younis, 1997. “Customers’ Expectations of Public Sector Services: Does Quality Have Its Limits?” Total Quality Management, Cilt 8, No 4, s. 7.
  • TESEV, 2000. Devlet Reformu Araştırması.
  • Tuckman, Alan, 1995. “Ideology, Quality and TQM.” in Making Quality Critical: New Perspectives on Organizational Change, (eds.) A. Wilkinson and H. Willmot, London: Routledge, s. 54-81.
  • Turton, Genie, 1996. “Current and Future Developments in Service Quality Initiatives – Service Quality Programme: United Kingdom.” Responsive Government: Service Quality Initiatives içinde, Paris: OECD, s. 59-63.
  • Wagenheim, George D. ve J. H. Reurink, 1991. “Customer Service in Public Administration.” Public Administration Review, vol. 51 (May/June), s. 263-269.
  • Walsh, Kieron, 1991. "Quality and Public Services," Public Administration, vol. 69 (Winter), s. 503-514.
  • , 1995. "Quality Through Markets: The New Public Service Management," in Making Quality Critical: New Perspectives on Organizational Change, (eds.) A. Wilkinson and H. Willmot, London: Routledge, s. 82-104.
  • Walters, Jonathan., 1992. “The Cult of Total Quality.” Governing, vol. 5 (May), s. 38-42.
  • Yetiş, Nükhet, 2001. “Kamu Çalışanları Memnuniyeti & Kamuda Performans Ölçümü.” 2.Kamu Kalite Sempozyumu Bildirisi, Ankara: KalDer.
  • Zbaracki, Mark J., 1998. “The Rhetoric and Reality of Total Quality Management.” Administrative Science Quarterly, vol. 43, (September), s. 602-636.
Toplam 54 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Yrd. Doç. Dr. Asım Balcı Bu kişi benim

Yayımlanma Tarihi 1 Haziran 2005
Yayımlandığı Sayı Yıl 2005 Cilt: 2005 Sayı: 2

Kaynak Göster

APA Balcı, Y. D. D. A. (2005). KAMU ÖRGÜTLERİNDE TOPLAM KALİTE YÖNETİMİ UYGULANMASI: OLUMLU PERSPEKTİFLER VE OLASI ZORLUKLAR. Karamanoğlu Mehmetbey Üniversitesi Sosyal Ve Ekonomik Araştırmalar Dergisi, 2005(2), 196-211.

     EBSCO        SOBİAD            ProQuest      Türk Eğitim İndeksi

18302 18303   18304  18305