TY  - JOUR
T1  - ENDÜSTRİ 4.0 VE ÇAĞRI MERKEZİ HİZMETLERİNİ ETKİLEYEN FAKTÖRLER ÜZERİNE BİR ARAŞTIRMA
TT  - A RESEARCH ON THE FACTORS AFFECTING THE INDUSTRIAL 4.0 AND CALL SERVICES
AU  - Demirkol, İsa
AU  - Özcan, Selami
PY  - 2018
DA  - December
Y2  - 2018
DO  - 10.22139/jobs.476554
JF  - İşletme Bilimi Dergisi
JO  - About the Journal
PB  - Sakarya Üniversitesi
WT  - DergiPark
SN  - 2148-0737
SP  - 273
EP  - 294
VL  - 6
IS  - 3
LA  - tr
AB  - Amaç: İşletmelerinmüşterileri ve tedarikçileri ile sağlıklı bir ilişki geliştirebilmesi içintaraflar arasında sürekli bilgi alışverişinin olması gerekir. Bu anlamda,İşletmeler de oluşturdukları belirli dijital otomasyon sistemleriyle, tedarikzincirleri boyunca bilgi alışverişi sağlamak amacıyla belirli yöntemlerdenyararlanmaktadırlar. Bu kapsamda, İşletmelerin yararlandığı yöntemlerden biride çağrı hizmetleri yöntemleridir. Çağrı hizmetleri genel olarak, işletmelerintedarikçileri, müşterileri, bayileri gibi tüm dış paydaşlarla telefon,internet, faks, posta vb. iletişim araçlarının kullanılmasına olanak sağlayanayrıca çok sayıda personelin bir arada çalıştığı bir sektör olaraktanımlanmaktadır. Bu çalışmada, Çağrı hizmetleri ile günümüzün gözde uygulamalarındanolan endüstri 4.0 kullanımı arasındaki ilişki tespit edilmeyeçalışılmıştır. Yöntem: Bu çalışmanın evreniİstanbul’da faaliyet gösteren çağrı hizmetlerinde çalışan kişilerikapsamaktadır. Araştırmanın örneklemi, olasılığa dayalı örnekleme yöntemlerindenbasit tesadüfi örnekleme yöntemi kullanılarak oluşturulmuş 114 çalışandanoluşmaktadır. Araştırma yöntemi olarak korelasyon analizi kullanılmıştır. Bulgular: Çağrı merkezleri hemçalışan hem de müşteri memnuniyetini sağlamak için Endüstri 4.0 uygulamalarınadaha fazla yatırım yapması gerektiğini göstermektedir. İlerde yapılacakçalışmalarda bu çalışmada kullanılan ölçekler geliştirilebilir. Ayrıcatutumların farklılığını görmek için yöneticiler, çalışanlar ve isletmesahipleri hakkında ayrı bir çalışma yapılabilir.Sonuç: Endüstri 4.0’ın çağrıhizmetlerinde kullanımı ile çalışanların memnuniyeti, müşterilerin sorunlarınıçözme, yöneticilerin davranışları, ekip çalışması ve çalışma ortamı arasındaanlamlı ve pozitif yönde ilişkiler saptanmıştır.
KW  - Endüstri 4.0
KW  - Çağrı Hizmetleri
KW  - Sanayi Devrimleri
N2  - The first industrial revolution, the Industry1.0, with the discovery of steam and the use of machines, was realized byswitching from agricultural economy at the end of the century 18. The Industry2.0 is believed to have started with the Fordist production system, where HenryFord adopted mass production for car assembly. Although this period is thebeginning of mass production, it covers the period until the end of 1960s. TheIndustry 3.0 has shown itself with developments in electronic and informationTechnologies since the beginning of the 1970s. In this era, machines usingdigital technology was replaced with the ones using mechanical and electronictechnology in production. Computer and internet have developed rapidly thanksto digital technology and the use of information processing, communication andmicro-electronic techniques has become widespread. In 2011, the Industry 4.0was expressed for the first time at Hannover Fair. Experts attending this fairstated that the modern face of the IT age has brought a whole new dimension tothe production processes and that a new industrial revolution was taking place.The technological factors of the industry that will shape the industrialproduction of the future includes three-dimensional (3D) printers, the Internetof objects, -smart factories, cyber-physical systems, big data, autonomousrobots, simulation, system integration, cloud computing and increased facts aregrouped under ten groups.The Industry 4.0 that brings information andproduction technologies together defines a period in communication of devicesand machines with each other and to be able to exchange data. Call centers areconsidered as one of the services that was emerged as a result of the expansionof outsourcing in the service sector with the developments in information andCommunication Technology. In this respect, Call Centers, which are the mostimportant contact points established with customers, are among the sectors thatfollow and are affected by the Industry 4.0. In this study, the relationshipbetween the Industry 4.0 and call services are examined and evaluated inrelation to the employees, managers and customers of the Industry 4.0.In this study, it is aimed to examine therelationship of call services with the units related to the Industry 4.0. Thepopulation of this study is composed of call centers in Istanbul. In thisstudy, simple random sampling method was employed. The sample consists of 114employees. The survey method was used for study. In the first part of thesurvey, there are statements about the demographic characteristics of theparticipants. In the second part, there are statements about Industry 4.0 in thecall services category. A five-point Likert scale (1=strongly disagree, 5=strongly agree) was used to measure the statements. SPSS 17.0 Windows packageprogram was used during the evaluation of survey forms.Cronbach alpha values were checked for thereliability of the scales before the data was analyzed. Cronbach alpha valuewas 0,76 and this indicates that scales are quite reliable as it is greaterthan 0,7.The following hypothesis were developed toaddress the aim of the study.H1: There is a relationshipbetween the Industrial 4.0 applications and employee satisfaction.H2: There is a relationshipbetween the Industrial 4.0 applications and customer satisfaction.H3: There is a relationshipbetween the Industrial 4.0 applications and solving customer problems.H4: There is a relationshipbetween the Industrial 4.0 applications and the behavior of managers.H5: There is a relationshipbetween the Industrial 4.0 applications and teamwork.H6: There is a relationshipbetween the Industrial 4.0 applications and operating environment.The results show that 44.7 % of the surveyparticipants are male and 55.3 % are female. Age distribution was seem to beintense in the age range of 18-25 (58,8 %) and the majority of the participantsare married with 72,8 %.Examining educational status, a largemajority of the participants, such as 64,0 % shows that they are graduates fromhigh school. Elementary school graduates are only two (1,8 %). 17,5 % of theother participants are associate degree graduates, %14 are license graduates,2,7% are master’s/doctorate degree graduates.When the hypothesis are examined in detail;The relationship between employeesatisfaction and Industry 4.0 is statistically meaningful and positive. A highlevel of relationship between the satisfaction of the employees and theIndustry 4.0 (r=0,651) was determined and therefore the H1 hypothesis wasaccepted.A positive-orientation relationship (r=0,426)was determined between the satisfaction of the customers and the Industry 4.0,and H2 hypothesis was accepted as statically significant. Customer satisfactionis considered a satisfactory development for Industry 4.0. Solving customersproblems and the relationship between Industry is meaningful, positive and weak(r=0,188). Therefore, the H3 hypothesis is accepted in this direction.The relationship between the behaviors ofmanagers and the Industry 4.0 is significant and this relationship is positive.The relationship level is moderate (r=0,147). The H4 hypothesis is acceptedbecause it is related in statistical direction.The relationship between teamwork andIndustry 4.0 was positively and moderately determined (r=0,426) and thisrelationship is statistically significant, the H5 hypothesis was accepted.The relationship between the working environmentand the Industry 4.0 is statistically significant. This relationship ispositive. The relationship-level is moderate (r=0,147). Therefore, the H5hypothesis was accepted.In conclusion, the findingsof this study indicate that call centers should invest more in Industry 4.0applications to achieve both employee and customer satisfaction. Futureresearch should focus on developing the scales that were used in this study.Also, a research can be conducted on managers, employees and business ownersseparately to see the differences in their attitudes.
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UR  - https://doi.org/10.22139/jobs.476554
L1  - https://dergipark.org.tr/tr/download/article-file/607699
ER  -