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Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review

Yıl 2017, Cilt: 7 Sayı: 1, 103 - 125, 29.06.2017

Öz

In recent years, significant quality studies have been carried out
through standards in health services. When the historical development
of quality is considered, it is seen to consist of four stages, which are
“examination, quality control, quality assurance and total quality
management”. The quality assurance stage is the stage during which
the compliance with the determined standards is achieved, in other
words, it is the stage during which documentation is performed, and
it is also a step within the total quality management. There are many
hospitals in Turkey both receiving ISO 9000 Quality Management
System Certificates and achieving the compliance with the Service
Quality Standards created by the Ministry of Health. However, the
presence of the elements of the Total Quality Management (TQM)
in these hospitals and, as a result, the presence of a cultural change
in the field cannot be clearly stated.
In the light of the above-mentioned information, the problem
statement of our study is “To what extent the quality assurance
stage is a mediation stage in the transition to the total quality
management?” In order to find out the answer to this question in
the field, the perceptions regarding the implementation level of the total quality management elements of the staff at a university hospital
which has been within the certification process since 2008, which
has various ISO Management System Certificates and which has also
been making efforts to comply with the standards determined by
the Ministry of Health were questioned. According to the findings
obtained, the perceptions of the implementation levels of the total
quality management elements of the staff were concluded to be at a
moderate level in line with the results of this study and the observations
made at the Turkish healthcare institutions, despite the high level of
compliance with the standards in the Turkish Healthcare Sector why
the implementation level of the TQM elements has not developed in
this direction and why critical success factors regarding TQM have
not been achieved have been discussed.

Kaynakça

  • Abrunhosa, A.,Moura E andSa, P., 2008. Are TQM principlessupportinginnovation in thePortuguesefootwearindustry. Technovation, 28, pp. 208–221.
  • Agus A. and Hassan Z., 2011. EnhancingProductionPerformanceandCustomerPerformance Through Total Quality Management (TQM): StrategiesForCompetitive Advantage. ProcediaSocialandBehavioralSciences, 24, pp. 1650–1662.
  • Andaleeb, S.S.2001. Service QualityPerceptionsandPatientsatisfaction: a Study of Hospitals in a Developing Country. Service QualityPercept, 52, pp. 1359–13.
  • Askey, J.M. andDale, B.G.,1994. From ISO 9000 Series Registrationto Total Quality Management: An Examination,. Quality Management Journal, 1 (4), pp. 67-76.
  • Baltaş Z., 2004. Sağlık Psikolojisi Halk Sağlığında Davranış Bilimleri, Remzi Kitapevi,
  • Balay R., 2000.. Yönetici ve Öğretmenlerde Örgütsel Bağlılık. Nobel Yayın Dağıtım, Ankara.
  • Benavides-Chicón C.G.,andOrtega B. 2014.Theimpact of qualitymanagement on productivity in thehospitalitysector.International Journal of Hospitality Management, 42, pp.165–173.
  • Chow-Chua C .F. P. andGoh M., 1999. A qualityroadmap of a restructuredhospital.TheJournal of theRoyalSocietyforthePromotion of Health,119 (3), pp.185-195.
  • Calvo-Mora A.,Ruiz-Moreno C., Picón-Berjoyo A. andCauzo-Bottala L., 2014. Mediationeffect of TQM technicalfactors in excellencemanagementsystems. Journal of Business Research, 67, pp.769–774.
  • Çalışkan Cavdar S. and Aydın Alev D., 2015. An ExperimantalStudy on RelationshipbetweenStudentSocio-Economic Profile, Financial Literacy, StudentSatisfactionandInnovationwithinthe Framework of TQM. Procedia - SocialandBehavioralSciences, 195, pp. 739 – 748.
  • Çapraz B., 2014., Örgütsel Yapı ve Değişim. (İçinde), Değişim Kitabı,
  • Çapraz B. (Ed.), Nobel Yayın ve Dağıtım, Ankara.
  • Çetin C., (2010. Toplam Kalite Yönetimi İlke Süreç Uygulama, Beta Yayıncılık, İstanbul.
  • Erdil O., Keskin, H., and Zehir C., 2003. Firma İçi Kalite Bilgisi Kullanımı, İşgören Katılımı ve Tasarımda Kalite Yönetimi İle Ürün Performansı Arasındaki İlişkiler: Deneysel Bir Çalışma, Doğuş Üniversitesi Dergisi, 4 (1), pp. 43-54.
  • Ertuğrul İ., 2011. Toplam Kalite Kontrol , Kalite Güvenliği ve ISO 9000 Standartları Toplam Kalite Yönetimine İlişkin Bir İşletme Uygulaması, Ekin Kitapevi, Bursa.
  • Esin A. 2004.,ISO 9001: 2000 Işığında Hizmette Toplam Kalite, 2. Baskı, ODTÜ Yayıncılık, Ankara.
  • Gordon T.,andEdwards W., 1997. Doktor-Hasta işbirliği, Sistem Yayıncılık, İstanbul.
  • Gülnar, B., 2009. İletişim Doyumu Boyutları İle Örgütlenme Yapısı İliş- kisi: Selçuk Üniversitesi Akademisyenleri Örneği. Selçuk İletişim, 5 (4), pp.62-82.
  • HoSamuel K.M., 1994. “Is the ISO 9000 Series for Total Quality Management?” International Journal of Quality&Reliability Management,11 (9), pp.74 – 89.
  • Kathleen E. A. and, Boggs U., 2003. InterpersonalRelationships, ProfessionallcommunicationSkillsforNurses, Saunders,America, Küçük, O., 2011. Kalite Yönetimi ve Kalite Güvence Sistemleri. Seçkin Yayıncılık, Ankara.
  • Kuo Mu-H., ChenLiang-C., andLiangChien-W., 2009. , Buildingandevaluating a location- based service recommendationsystemwith a preferenceadjustmentmechanism. ExpertSystemswith Applications, 36, pp.3543–3554.
  • Mayer, T.A. andZimmermannP.G., 1999. EDCustomerSatisfactionSurvivalSkills: One Hospital’sExperience. Journal ofEmergencyNursing, 25 (3), PP. 188-191.
  • Naghshbandi S.,Yousefi B., Zardoshtian S. andMoharramzade M., 2012. Assessment of for Total Quality Management (TQM) Approval in TehranProvince. Procedia - SocialandBehavioralSciences, 46, pp. 5345 – 5349. Naktiyok, A&KÜÇÜK, O. O. (2003). Küçük ve Orta Büyüklükteki İş- letmelerde (KOBİ) Toplam Kalite Yönetimi (TKY) Kritik Faktörlerinin Örgütsel Performans Üzerine Etkileri. Erciyes Üniversitesi İktisadi ve İdari Bilimler Dergisi, 21 (21).
  • Ölçüm, Ç.M. 2004. Örgüt Kültürü ve Örgütsel Bağlılık. Nobel Yayın Da- ğıtım, Ankara
  • Ören, K., (2002), Toplam Kalite Yönetiminde İnsan Gücü Faktörü, Nobel Yayın Dağıtım, Ankara.
  • Özçelik A.,Sağlık İşletmelerinde Kalite Güvence Sistemi.http: //www. hastanedergisi.com/sayi13/busayida24.asp, Erişim (Eylül, 2016).
  • Özdamar, K., 2003. Modern Bilimsel Araştırma Yöntemleri, Kaan Kitapevi, Eskişehir.
  • Özeroğlu A. İ, 2015. Yerel Yönetimlerde Toplam Kalite Yönetimi. Tarih Okulu Dergisi, 8 (21), pp.539-581.
  • Prajogo, D. I. AndSohal A. S., 2001. TQM andinnovation: a literaturereviewandresearchframework. Technovation, 21, pp.539–558.
  • PunnakitikashemPrattan, LaosirihongthongTritos, AdebanjoDotun , McLean Michael W., (2010),”A study of qualitymanagementpractices in TQM andnon-TQM firms”, International Journal of Quality&Reliability Management, 27 (9), 1021 – 1035.
  • Sarp N. 2014. Toplam Kalite Yönetimi Uygulamaları, Siyasal Kitapevi, Ankara.
  • Sun H.,Li S., Ho K., Gertsen F., Hansen P.,andFrick J., 2004. Thetrajectory of implementing ISO 9000 standardsversus total qualitymanagement in Western Europe. International Journal of Quality&- Reliability Management, 21 (2), pp.131 – 153.
  • Şimşek M., 2000. Sorularla Toplam Kalite Yönetimi ve Kalite Güvence Sistemleri, Alfa Yayınları, İstanbul.
  • Taskov, N. andMitreva E., 2015. Themotivationandtheefficientcommunicationbotharetheessentialpillarwithinthebuilding of the TQM (Total Quality Management) systemwithintheMacedonianhighereducationinstitutions, Procedia - SocialandBehavioralSciences,180, pp.227 – 234.
  • Taşkın E.,and Ekici K. M., 2011. Kalite Güvence Standartları. 3. Baskı Savaş Yayınevi, Ankara.
  • Tavmergen ,İ.P., 2002. Turizm Sektöründe Kalite Yönetimi, Seçkin Yayıncılık, Ankara.
  • Tufan, M., Mızrak, Ş.,and Çelik, D, 2009. Mesleki eğitimde toplam kalite yönetimi ve model önerisi. Journal of AzerbaijaniStudies, 12, pp.27-40.
  • Valmohammadi C.,andRoshanzamir S., 2015. Theguidelines of improvement: Relationsamongorganizationalculture, TQM andperformance, Int. J.ProductionEconomics, 164, pp.167–178.
  • Voss C. A. andTheOthers. 2004., A Tale of TwoCountries’ Conservatism, Service Quality, and Feedback on CustomerSatisfaction. Journal of Service Research ,6, pp. 212-230.
  • Weiner, B.J, Alexander J.A, Baker L. C, Shortell S. M. andBecker M., 2003. QualityImprovementImplementationandHospitalPerformance on PatientSafetyIndicators. MedicalCareResearchAndReview,63,pp. 29-57.
  • Wiele, A.,Dale B.G. and Williams A.R.T., 1997. ISO 9000 seriesregistrationto total qualitymanagement: thetransformationjourney., International Journal of QualityScience, 2 (4), pp. 236 – 252.
  • Yağcı, M. İ, and Duman T., 2006). Hizmet Kalitesi – Müşteri Memnuniyeti İlişkisinin Hastane Türlerine Göre Karşılaştırılması: Devlet, Özel Ve Üniversite Hastaneleri Uygulaması. Doğuş Üniversitesi Dergisi, 7 (2), pp.218-238.
  • Yalçın, B., 2007. Toplam Kalite ve Stratejik Yönetimde Yeni Eğilimler, İçinde, Toplam Kalite Yönetimi ve Kalite Liderliğinin Temel Dinamikleri,Said Kıngır (Ed), Gazi Kitapevi, Ankara.
  • Yamak, O.,2015. Kalite Odaklı Mükemmellik, Değer Yaratan Kurumların Sıçrama Stratejisi, Nobel Yayın, Ankara.
  • Yatkın, A. and Yatkın Ü,N, 2007. Halkla İlişkiler ve İletişim.Nob

Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review

Yıl 2017, Cilt: 7 Sayı: 1, 103 - 125, 29.06.2017

Öz

In recent years, significant quality studies have been carried out
through standards in health services. When the historical development
of quality is considered, it is seen to consist of four stages, which are
“examination, quality control, quality assurance and total quality
management”. The quality assurance stage is the stage during which
the compliance with the determined standards is achieved, in other
words, it is the stage during which documentation is performed, and
it is also a step within the total quality management. There are many
hospitals in Turkey both receiving ISO 9000 Quality Management
System Certificates and achieving the compliance with the Service
Quality Standards created by the Ministry of Health. However, the
presence of the elements of the Total Quality Management (TQM)
in these hospitals and, as a result, the presence of a cultural change
in the field cannot be clearly stated.
In the light of the above-mentioned information, the problem
statement of our study is “To what extent the quality assurance
stage is a mediation stage in the transition to the total quality
management?” In order to find out the answer to this question in
the field, the perceptions regarding the implementation level of the total quality management elements of the staff at a university hospital
which has been within the certification process since 2008, which
has various ISO Management System Certificates and which has also
been making efforts to comply with the standards determined by
the Ministry of Health were questioned. According to the findings
obtained, the perceptions of the implementation levels of the total
quality management elements of the staff were concluded to be at a
moderate level in line with the results of this study and the observations
made at the Turkish healthcare institutions, despite the high level of
compliance with the standards in the Turkish Healthcare Sector why
the implementation level of the TQM elements has not developed in
this direction and why critical success factors regarding TQM have
not been achieved have been discussed.

Kaynakça

  • Abrunhosa, A.,Moura E andSa, P., 2008. Are TQM principlessupportinginnovation in thePortuguesefootwearindustry. Technovation, 28, pp. 208–221.
  • Agus A. and Hassan Z., 2011. EnhancingProductionPerformanceandCustomerPerformance Through Total Quality Management (TQM): StrategiesForCompetitive Advantage. ProcediaSocialandBehavioralSciences, 24, pp. 1650–1662.
  • Andaleeb, S.S.2001. Service QualityPerceptionsandPatientsatisfaction: a Study of Hospitals in a Developing Country. Service QualityPercept, 52, pp. 1359–13.
  • Askey, J.M. andDale, B.G.,1994. From ISO 9000 Series Registrationto Total Quality Management: An Examination,. Quality Management Journal, 1 (4), pp. 67-76.
  • Baltaş Z., 2004. Sağlık Psikolojisi Halk Sağlığında Davranış Bilimleri, Remzi Kitapevi,
  • Balay R., 2000.. Yönetici ve Öğretmenlerde Örgütsel Bağlılık. Nobel Yayın Dağıtım, Ankara.
  • Benavides-Chicón C.G.,andOrtega B. 2014.Theimpact of qualitymanagement on productivity in thehospitalitysector.International Journal of Hospitality Management, 42, pp.165–173.
  • Chow-Chua C .F. P. andGoh M., 1999. A qualityroadmap of a restructuredhospital.TheJournal of theRoyalSocietyforthePromotion of Health,119 (3), pp.185-195.
  • Calvo-Mora A.,Ruiz-Moreno C., Picón-Berjoyo A. andCauzo-Bottala L., 2014. Mediationeffect of TQM technicalfactors in excellencemanagementsystems. Journal of Business Research, 67, pp.769–774.
  • Çalışkan Cavdar S. and Aydın Alev D., 2015. An ExperimantalStudy on RelationshipbetweenStudentSocio-Economic Profile, Financial Literacy, StudentSatisfactionandInnovationwithinthe Framework of TQM. Procedia - SocialandBehavioralSciences, 195, pp. 739 – 748.
  • Çapraz B., 2014., Örgütsel Yapı ve Değişim. (İçinde), Değişim Kitabı,
  • Çapraz B. (Ed.), Nobel Yayın ve Dağıtım, Ankara.
  • Çetin C., (2010. Toplam Kalite Yönetimi İlke Süreç Uygulama, Beta Yayıncılık, İstanbul.
  • Erdil O., Keskin, H., and Zehir C., 2003. Firma İçi Kalite Bilgisi Kullanımı, İşgören Katılımı ve Tasarımda Kalite Yönetimi İle Ürün Performansı Arasındaki İlişkiler: Deneysel Bir Çalışma, Doğuş Üniversitesi Dergisi, 4 (1), pp. 43-54.
  • Ertuğrul İ., 2011. Toplam Kalite Kontrol , Kalite Güvenliği ve ISO 9000 Standartları Toplam Kalite Yönetimine İlişkin Bir İşletme Uygulaması, Ekin Kitapevi, Bursa.
  • Esin A. 2004.,ISO 9001: 2000 Işığında Hizmette Toplam Kalite, 2. Baskı, ODTÜ Yayıncılık, Ankara.
  • Gordon T.,andEdwards W., 1997. Doktor-Hasta işbirliği, Sistem Yayıncılık, İstanbul.
  • Gülnar, B., 2009. İletişim Doyumu Boyutları İle Örgütlenme Yapısı İliş- kisi: Selçuk Üniversitesi Akademisyenleri Örneği. Selçuk İletişim, 5 (4), pp.62-82.
  • HoSamuel K.M., 1994. “Is the ISO 9000 Series for Total Quality Management?” International Journal of Quality&Reliability Management,11 (9), pp.74 – 89.
  • Kathleen E. A. and, Boggs U., 2003. InterpersonalRelationships, ProfessionallcommunicationSkillsforNurses, Saunders,America, Küçük, O., 2011. Kalite Yönetimi ve Kalite Güvence Sistemleri. Seçkin Yayıncılık, Ankara.
  • Kuo Mu-H., ChenLiang-C., andLiangChien-W., 2009. , Buildingandevaluating a location- based service recommendationsystemwith a preferenceadjustmentmechanism. ExpertSystemswith Applications, 36, pp.3543–3554.
  • Mayer, T.A. andZimmermannP.G., 1999. EDCustomerSatisfactionSurvivalSkills: One Hospital’sExperience. Journal ofEmergencyNursing, 25 (3), PP. 188-191.
  • Naghshbandi S.,Yousefi B., Zardoshtian S. andMoharramzade M., 2012. Assessment of for Total Quality Management (TQM) Approval in TehranProvince. Procedia - SocialandBehavioralSciences, 46, pp. 5345 – 5349. Naktiyok, A&KÜÇÜK, O. O. (2003). Küçük ve Orta Büyüklükteki İş- letmelerde (KOBİ) Toplam Kalite Yönetimi (TKY) Kritik Faktörlerinin Örgütsel Performans Üzerine Etkileri. Erciyes Üniversitesi İktisadi ve İdari Bilimler Dergisi, 21 (21).
  • Ölçüm, Ç.M. 2004. Örgüt Kültürü ve Örgütsel Bağlılık. Nobel Yayın Da- ğıtım, Ankara
  • Ören, K., (2002), Toplam Kalite Yönetiminde İnsan Gücü Faktörü, Nobel Yayın Dağıtım, Ankara.
  • Özçelik A.,Sağlık İşletmelerinde Kalite Güvence Sistemi.http: //www. hastanedergisi.com/sayi13/busayida24.asp, Erişim (Eylül, 2016).
  • Özdamar, K., 2003. Modern Bilimsel Araştırma Yöntemleri, Kaan Kitapevi, Eskişehir.
  • Özeroğlu A. İ, 2015. Yerel Yönetimlerde Toplam Kalite Yönetimi. Tarih Okulu Dergisi, 8 (21), pp.539-581.
  • Prajogo, D. I. AndSohal A. S., 2001. TQM andinnovation: a literaturereviewandresearchframework. Technovation, 21, pp.539–558.
  • PunnakitikashemPrattan, LaosirihongthongTritos, AdebanjoDotun , McLean Michael W., (2010),”A study of qualitymanagementpractices in TQM andnon-TQM firms”, International Journal of Quality&Reliability Management, 27 (9), 1021 – 1035.
  • Sarp N. 2014. Toplam Kalite Yönetimi Uygulamaları, Siyasal Kitapevi, Ankara.
  • Sun H.,Li S., Ho K., Gertsen F., Hansen P.,andFrick J., 2004. Thetrajectory of implementing ISO 9000 standardsversus total qualitymanagement in Western Europe. International Journal of Quality&- Reliability Management, 21 (2), pp.131 – 153.
  • Şimşek M., 2000. Sorularla Toplam Kalite Yönetimi ve Kalite Güvence Sistemleri, Alfa Yayınları, İstanbul.
  • Taskov, N. andMitreva E., 2015. Themotivationandtheefficientcommunicationbotharetheessentialpillarwithinthebuilding of the TQM (Total Quality Management) systemwithintheMacedonianhighereducationinstitutions, Procedia - SocialandBehavioralSciences,180, pp.227 – 234.
  • Taşkın E.,and Ekici K. M., 2011. Kalite Güvence Standartları. 3. Baskı Savaş Yayınevi, Ankara.
  • Tavmergen ,İ.P., 2002. Turizm Sektöründe Kalite Yönetimi, Seçkin Yayıncılık, Ankara.
  • Tufan, M., Mızrak, Ş.,and Çelik, D, 2009. Mesleki eğitimde toplam kalite yönetimi ve model önerisi. Journal of AzerbaijaniStudies, 12, pp.27-40.
  • Valmohammadi C.,andRoshanzamir S., 2015. Theguidelines of improvement: Relationsamongorganizationalculture, TQM andperformance, Int. J.ProductionEconomics, 164, pp.167–178.
  • Voss C. A. andTheOthers. 2004., A Tale of TwoCountries’ Conservatism, Service Quality, and Feedback on CustomerSatisfaction. Journal of Service Research ,6, pp. 212-230.
  • Weiner, B.J, Alexander J.A, Baker L. C, Shortell S. M. andBecker M., 2003. QualityImprovementImplementationandHospitalPerformance on PatientSafetyIndicators. MedicalCareResearchAndReview,63,pp. 29-57.
  • Wiele, A.,Dale B.G. and Williams A.R.T., 1997. ISO 9000 seriesregistrationto total qualitymanagement: thetransformationjourney., International Journal of QualityScience, 2 (4), pp. 236 – 252.
  • Yağcı, M. İ, and Duman T., 2006). Hizmet Kalitesi – Müşteri Memnuniyeti İlişkisinin Hastane Türlerine Göre Karşılaştırılması: Devlet, Özel Ve Üniversite Hastaneleri Uygulaması. Doğuş Üniversitesi Dergisi, 7 (2), pp.218-238.
  • Yalçın, B., 2007. Toplam Kalite ve Stratejik Yönetimde Yeni Eğilimler, İçinde, Toplam Kalite Yönetimi ve Kalite Liderliğinin Temel Dinamikleri,Said Kıngır (Ed), Gazi Kitapevi, Ankara.
  • Yamak, O.,2015. Kalite Odaklı Mükemmellik, Değer Yaratan Kurumların Sıçrama Stratejisi, Nobel Yayın, Ankara.
  • Yatkın, A. and Yatkın Ü,N, 2007. Halkla İlişkiler ve İletişim.Nob
Toplam 45 adet kaynakça vardır.

Ayrıntılar

Bölüm Makaleler
Yazarlar

Neslihan Derin

Yayımlanma Tarihi 29 Haziran 2017
Yayımlandığı Sayı Yıl 2017 Cilt: 7 Sayı: 1

Kaynak Göster

APA Derin, N. (2017). Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review. Birey Ve Toplum Sosyal Bilimler Dergisi, 7(1), 103-125.
AMA Derin N. Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review. Birey ve Toplum Sosyal Bilimler Dergisi. Haziran 2017;7(1):103-125.
Chicago Derin, Neslihan. “Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review”. Birey Ve Toplum Sosyal Bilimler Dergisi 7, sy. 1 (Haziran 2017): 103-25.
EndNote Derin N (01 Haziran 2017) Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review. Birey ve Toplum Sosyal Bilimler Dergisi 7 1 103–125.
IEEE N. Derin, “Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review”, Birey ve Toplum Sosyal Bilimler Dergisi, c. 7, sy. 1, ss. 103–125, 2017.
ISNAD Derin, Neslihan. “Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review”. Birey ve Toplum Sosyal Bilimler Dergisi 7/1 (Haziran 2017), 103-125.
JAMA Derin N. Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review. Birey ve Toplum Sosyal Bilimler Dergisi. 2017;7:103–125.
MLA Derin, Neslihan. “Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review”. Birey Ve Toplum Sosyal Bilimler Dergisi, c. 7, sy. 1, 2017, ss. 103-25.
Vancouver Derin N. Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review. Birey ve Toplum Sosyal Bilimler Dergisi. 2017;7(1):103-25.

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