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

Yıl 2023, Cilt: 13 Sayı: 2, 214 - 231, 31.12.2023
https://doi.org/10.55179/dusbed.1360998

Öz

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.

Kaynakça

  • Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F. & Taryam, M. (2020). An empirical ınvestigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality. Management Science Letters, 10(10), 2147-2158.
  • Adıgüzel, O. & Aydınlı, C. (2016). ISO 9001 Kalite yönetim sisteminin bilişim sektöründe faaliyet gösteren firmaların işletme performansı üzerine etkileri: Ankara ili örneği. Kastamonu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 12(2), 365-383.
  • Akal, Z. (1992). İşletmelerde Performans Ölçüm ve Denetimi. Ankara: MPM Yayınları
  • Alfredo, E.I. & Nurcahyo, R. (2018, March). The impact of ISO 9001, ISO 14001, and OHSAS 18001 certification on manufacturing industry operational performance. in Proceedings of The International Conference on Industrial Engineering and Operations Management Bandung (pp. 6-8).
  • Al-Refaie, A., Ghnaimat, O., & Li, M.H. (2012). Effects of ISO 9001 certification and KAAE on performance of Jordanian Firms. Jordan Journal of Mechanical and Industrial Engineering, 6(1), 45-53.
  • Blessner, P., Mazzuchi, T.A. & Sarkani, S. (2013). ISO 9000 Impact on product quality in a defense procurement environment. The TQM Journal, 25(3), 295-308.
  • Brady, M.K. & Cronin Jr, J.J. (2001). Customer orientation: effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241-251.
  • Brown, T.J., Mowen, J.C., Donavan, D.T., & Licata, J.W. (2002). The customer orientation of service workers: personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
  • Bubshait, A.A. & Al-Atiq, T.H. (1999). ISO 9000 Quality standards in construction. Journal of Management in Engineering, 15(6), 41-46.
  • Carlopio, J. & Gardner, D. (1996). Employee affective reactions to organizational quality efforts. International Journal of Quality Science, 1(3), 39-49.
  • Chow, I.H.S., Lo, T. W.C., Sha, Z., & Hong, J. (2006). The impact of developmental experience, empowerment, and organizational support on catering service staff performance. International Journal of Hospitality Management, 25(3), 478-495.
  • Demir, A.S. & Taşkın, H. (2008). İşletme performansı ölçme modellerinin karşılaştırılması: kuantum performansı, maddi olmayan varlıkların izlenmesi, performans prizması ve skandia kılavuzu modelleri. Journal of Yasar University, 3(11), 1695-1709.
  • Dunk, A.S. (2002). Product quality, environmental accounting and quality performance. Accounting, Auditing & Accountability Journal, 15(5), 719-732.
  • Gazzoli, G., Hancer, M. & Kim, B. (2013). Explaining why employee‐customer orientation ınfluences customers' perceptions of the service encounter. Journal of Service Management, 24(4), 382-400.
  • Güldoğan, A. (2022). ISO 9001 kalite yönetim sistemine sahip olan işletmelerde sürekli iyileştirmenin üretim performansı ve işletme performansına etkisi: konya organize sanayi bölgesinde bir araştırma. Doktora tezi, Necmettin Erbakan Üniversitesi, Konya.
  • Gülduran, Ç.A. ve Perçin, N.Ş. (2020). Beş büyük kişilik özelliğinin sanal kaytarma davranışı ve iş performansı üzerindeki etkisi: otel işletmelerinde bir araştırma. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10(1), 37-56
  • Hennig‐Thurau, T. (2004). Customer orientation of service employees: its ımpact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
  • Heras, I., Casadesús, M. & Dick, G.P. (2002). ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque Region Companies. Managerial Auditing Journal, 17(1/2), 72-78.
  • İkiz, A.K. & Dönen, F. (2023). Küçük ve orta ölçekli işletmelerde ıso 9001: 2015 kalite yönetim sistemi uygulamalarının değerlendirilmesi: Kayseri ili örneği. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 25(1), 93-133.
  • İslamoğlu, A.H. & Alnıaçık, Ü. (2014). Sosyal bilimlerde araştırma yöntemleri. 4. Baskı, İstanbul: Beta Yayınları.
  • Jarideh, N. (2016). The investigation of effect of customer orientation and staff service-oriented on quality of service, customer satisfaction and loyalty in hyperstar stores. International Journal of Science and Research, 5(3), 1837-1841.
  • Jiménez-Jiménez, D. & Sanz-Valle, R. (2011). Innovation, organizational learning, and performance. Journal of Business Research, 64(4), 408-417.
  • Jyoti, J., & Sharma, J. (2012). Impact of market orientation on business performance: role of employee satisfaction and customer satisfaction. Vision, 16(4), 297-313.
  • Kafetzopoulos, D.P. & Gotzamani, K.D. (2014). Critical factors, food quality management and organizational performance. Food Control, 40, 1-11.
  • Kafetzopoulos, D.P., Psomas, E.L. & Gotzamani, K.D. (2015). The impact of quality management systems on the performance of manufacturing firms. International Journal of Quality & Reliability Management, 32(4), 381-399.
  • Kebede Âdem, M. & Virdi, S.S. (2021). The effect of TQM practices on operational performance: an empirical analysis of ISO 9001: 2008 certified manufacturing organizations in ethiopia. The TQM Journal, 33(2), 407-440.
  • Kurnuç, M., & Güzel, D. (2022). An investigation of the effect of social media marketing and ınnovation on firm performance with the technology acceptance model. Sosyoekonomi, 30(54), 145-163.
  • Lee, C.K., Song, H.J., Lee, H.M., Lee, S. & Bernhard, B.J. (2013). The impact of CSR on casino employees’ organizational trust, job satisfaction, and customer orientation: an empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 33, 406-415.
  • Lee, Y.K., Son, M.H. & Lee, D.J. (2011). Do emotions play a mediating role in the relationship between owner leadership styles and manager customer orientation, and performance in service environment?. International Journal of Hospitality Management, 30(4), 942-952.
  • Levitt, T. (1960). Marketing Myopia. Harvard Business Review.
  • Lin, C. & Chai, K.W. (2012). Exploration of the key evolutionary operational improvement activities. Industrial Management & Data Systems, 112(7), 1123-1141.
  • Magd, H.A. (2008). ISO 9001: 2000 in the Egyptian manufacturing sector: perceptions and perspectives. International Journal of Quality & Reliability Management, 25(2), 173-200.
  • Martin, A. (2017). ISO 9001 Impact on operational performance. International Journal of Recent Advances in Multidisciplinary Research, 4(3), 2407-2415.
  • Mekić, E. (2017). Effects of ISO 9001 effectiveness on financial performance of exporting companies: review and a proposed model. Sochi Journal of Economy, 11(1), 10-16.
  • Mistepe, M.U. (1998). Orman ürünleri sanayinde Orüs A.Ş.’nin performans göstergeleri. Verimlilik Dergisi, 109. Nurcahyo, R. & Habiburrahman, M. (2021). Relationship between ISO 9001: 2015 and operational and business performance of manufacturing ındustries in a developing country (Indonesia). Heliyon, 7(1).
  • Poksinska, B., Jörn Dahlgaard, J. & Eklund, J. A. (2003). Implementing ISO 14000 in Sweden: motives, benefits and comparisons with ISO 9000. International Journal of Quality & Reliability Management, 20(5), 585-606.
  • Psomas, E. L., Pantouvakis, A., & Kafetzopoulos, D. P. (2013). The Impact Of ISO 9001 effectiveness on the performance of service companies. Managing Service Quality: An International Journal, 23(2), 149-164.
  • Ratnasingam, J., Yoon, C.Y. & Ioraş, F. (2013). The efects of ISO 9001 quality management system on innovation and management capacities in the Malaysian furniture sector. in: Bulletin of The Transilvania University of Brasov, Series II: Forestry, Wood Industry, Agricultural Food Engineering, 6, 63–70.
  • Rusjan, B. & Alič, M. (2010). Capitalising on ISO 9001 benefits for strategic results. International Journal of Quality & Reliability Management, 27(7), 756-778.
  • Sousa, R. & Voss, C. A. (2002). Quality management re-visited: a reflective review and agenda for future research. Journal of Operations Management, 20(1), 91-109.
  • Withers, B. & Ebrahimpour, M. (2000). Does ISO 9000 certification affect the dimensions of quality used for competitive advantage?. European Management Journal, 18(4), 431-443.
  • Yazıcıoğlu, Y. & Erdoğan, S. (2004). Spss uygulamalı bilimsel araştırma yöntemleri. Ankara: Detay Yayıncılık

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

Yıl 2023, Cilt: 13 Sayı: 2, 214 - 231, 31.12.2023
https://doi.org/10.55179/dusbed.1360998

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.

Kaynakça

  • Aburayya, A., Marzouqi, A., Alawadhi, D., Abdouli, F. & Taryam, M. (2020). An empirical ınvestigation of the effect of employees’ customer orientation on customer loyalty through the mediating role of customer satisfaction and service quality. Management Science Letters, 10(10), 2147-2158.
  • Adıgüzel, O. & Aydınlı, C. (2016). ISO 9001 Kalite yönetim sisteminin bilişim sektöründe faaliyet gösteren firmaların işletme performansı üzerine etkileri: Ankara ili örneği. Kastamonu Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 12(2), 365-383.
  • Akal, Z. (1992). İşletmelerde Performans Ölçüm ve Denetimi. Ankara: MPM Yayınları
  • Alfredo, E.I. & Nurcahyo, R. (2018, March). The impact of ISO 9001, ISO 14001, and OHSAS 18001 certification on manufacturing industry operational performance. in Proceedings of The International Conference on Industrial Engineering and Operations Management Bandung (pp. 6-8).
  • Al-Refaie, A., Ghnaimat, O., & Li, M.H. (2012). Effects of ISO 9001 certification and KAAE on performance of Jordanian Firms. Jordan Journal of Mechanical and Industrial Engineering, 6(1), 45-53.
  • Blessner, P., Mazzuchi, T.A. & Sarkani, S. (2013). ISO 9000 Impact on product quality in a defense procurement environment. The TQM Journal, 25(3), 295-308.
  • Brady, M.K. & Cronin Jr, J.J. (2001). Customer orientation: effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241-251.
  • Brown, T.J., Mowen, J.C., Donavan, D.T., & Licata, J.W. (2002). The customer orientation of service workers: personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
  • Bubshait, A.A. & Al-Atiq, T.H. (1999). ISO 9000 Quality standards in construction. Journal of Management in Engineering, 15(6), 41-46.
  • Carlopio, J. & Gardner, D. (1996). Employee affective reactions to organizational quality efforts. International Journal of Quality Science, 1(3), 39-49.
  • Chow, I.H.S., Lo, T. W.C., Sha, Z., & Hong, J. (2006). The impact of developmental experience, empowerment, and organizational support on catering service staff performance. International Journal of Hospitality Management, 25(3), 478-495.
  • Demir, A.S. & Taşkın, H. (2008). İşletme performansı ölçme modellerinin karşılaştırılması: kuantum performansı, maddi olmayan varlıkların izlenmesi, performans prizması ve skandia kılavuzu modelleri. Journal of Yasar University, 3(11), 1695-1709.
  • Dunk, A.S. (2002). Product quality, environmental accounting and quality performance. Accounting, Auditing & Accountability Journal, 15(5), 719-732.
  • Gazzoli, G., Hancer, M. & Kim, B. (2013). Explaining why employee‐customer orientation ınfluences customers' perceptions of the service encounter. Journal of Service Management, 24(4), 382-400.
  • Güldoğan, A. (2022). ISO 9001 kalite yönetim sistemine sahip olan işletmelerde sürekli iyileştirmenin üretim performansı ve işletme performansına etkisi: konya organize sanayi bölgesinde bir araştırma. Doktora tezi, Necmettin Erbakan Üniversitesi, Konya.
  • Gülduran, Ç.A. ve Perçin, N.Ş. (2020). Beş büyük kişilik özelliğinin sanal kaytarma davranışı ve iş performansı üzerindeki etkisi: otel işletmelerinde bir araştırma. Düzce Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10(1), 37-56
  • Hennig‐Thurau, T. (2004). Customer orientation of service employees: its ımpact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
  • Heras, I., Casadesús, M. & Dick, G.P. (2002). ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque Region Companies. Managerial Auditing Journal, 17(1/2), 72-78.
  • İkiz, A.K. & Dönen, F. (2023). Küçük ve orta ölçekli işletmelerde ıso 9001: 2015 kalite yönetim sistemi uygulamalarının değerlendirilmesi: Kayseri ili örneği. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 25(1), 93-133.
  • İslamoğlu, A.H. & Alnıaçık, Ü. (2014). Sosyal bilimlerde araştırma yöntemleri. 4. Baskı, İstanbul: Beta Yayınları.
  • Jarideh, N. (2016). The investigation of effect of customer orientation and staff service-oriented on quality of service, customer satisfaction and loyalty in hyperstar stores. International Journal of Science and Research, 5(3), 1837-1841.
  • Jiménez-Jiménez, D. & Sanz-Valle, R. (2011). Innovation, organizational learning, and performance. Journal of Business Research, 64(4), 408-417.
  • Jyoti, J., & Sharma, J. (2012). Impact of market orientation on business performance: role of employee satisfaction and customer satisfaction. Vision, 16(4), 297-313.
  • Kafetzopoulos, D.P. & Gotzamani, K.D. (2014). Critical factors, food quality management and organizational performance. Food Control, 40, 1-11.
  • Kafetzopoulos, D.P., Psomas, E.L. & Gotzamani, K.D. (2015). The impact of quality management systems on the performance of manufacturing firms. International Journal of Quality & Reliability Management, 32(4), 381-399.
  • Kebede Âdem, M. & Virdi, S.S. (2021). The effect of TQM practices on operational performance: an empirical analysis of ISO 9001: 2008 certified manufacturing organizations in ethiopia. The TQM Journal, 33(2), 407-440.
  • Kurnuç, M., & Güzel, D. (2022). An investigation of the effect of social media marketing and ınnovation on firm performance with the technology acceptance model. Sosyoekonomi, 30(54), 145-163.
  • Lee, C.K., Song, H.J., Lee, H.M., Lee, S. & Bernhard, B.J. (2013). The impact of CSR on casino employees’ organizational trust, job satisfaction, and customer orientation: an empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 33, 406-415.
  • Lee, Y.K., Son, M.H. & Lee, D.J. (2011). Do emotions play a mediating role in the relationship between owner leadership styles and manager customer orientation, and performance in service environment?. International Journal of Hospitality Management, 30(4), 942-952.
  • Levitt, T. (1960). Marketing Myopia. Harvard Business Review.
  • Lin, C. & Chai, K.W. (2012). Exploration of the key evolutionary operational improvement activities. Industrial Management & Data Systems, 112(7), 1123-1141.
  • Magd, H.A. (2008). ISO 9001: 2000 in the Egyptian manufacturing sector: perceptions and perspectives. International Journal of Quality & Reliability Management, 25(2), 173-200.
  • Martin, A. (2017). ISO 9001 Impact on operational performance. International Journal of Recent Advances in Multidisciplinary Research, 4(3), 2407-2415.
  • Mekić, E. (2017). Effects of ISO 9001 effectiveness on financial performance of exporting companies: review and a proposed model. Sochi Journal of Economy, 11(1), 10-16.
  • Mistepe, M.U. (1998). Orman ürünleri sanayinde Orüs A.Ş.’nin performans göstergeleri. Verimlilik Dergisi, 109. Nurcahyo, R. & Habiburrahman, M. (2021). Relationship between ISO 9001: 2015 and operational and business performance of manufacturing ındustries in a developing country (Indonesia). Heliyon, 7(1).
  • Poksinska, B., Jörn Dahlgaard, J. & Eklund, J. A. (2003). Implementing ISO 14000 in Sweden: motives, benefits and comparisons with ISO 9000. International Journal of Quality & Reliability Management, 20(5), 585-606.
  • Psomas, E. L., Pantouvakis, A., & Kafetzopoulos, D. P. (2013). The Impact Of ISO 9001 effectiveness on the performance of service companies. Managing Service Quality: An International Journal, 23(2), 149-164.
  • Ratnasingam, J., Yoon, C.Y. & Ioraş, F. (2013). The efects of ISO 9001 quality management system on innovation and management capacities in the Malaysian furniture sector. in: Bulletin of The Transilvania University of Brasov, Series II: Forestry, Wood Industry, Agricultural Food Engineering, 6, 63–70.
  • Rusjan, B. & Alič, M. (2010). Capitalising on ISO 9001 benefits for strategic results. International Journal of Quality & Reliability Management, 27(7), 756-778.
  • Sousa, R. & Voss, C. A. (2002). Quality management re-visited: a reflective review and agenda for future research. Journal of Operations Management, 20(1), 91-109.
  • Withers, B. & Ebrahimpour, M. (2000). Does ISO 9000 certification affect the dimensions of quality used for competitive advantage?. European Management Journal, 18(4), 431-443.
  • Yazıcıoğlu, Y. & Erdoğan, S. (2004). Spss uygulamalı bilimsel araştırma yöntemleri. Ankara: Detay Yayıncılık
Toplam 42 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Konular İşletme
Bölüm Araştırma Makaleleri
Yazarlar

Tuba Şimşek 0000-0002-6619-988X

Dilşad Güzel 0000-0003-1421-7692

Erken Görünüm Tarihi 31 Aralık 2023
Yayımlanma Tarihi 31 Aralık 2023
Yayımlandığı Sayı Yıl 2023 Cilt: 13 Sayı: 2

Kaynak Göster

APA Şimşek, T., & Güzel, D. (2023). İmalatçı KOBİ’lerde Kalite Yönetim Sisteminin İşletme Performansı, Ürün Kalitesi Ve Operasyonel Performans Üzerindeki Etkisinin İncelenmesi: Erzurum İlinde Bir Uygulama. Düzce Üniversitesi Sosyal Bilimler Dergisi, 13(2), 214-231. https://doi.org/10.55179/dusbed.1360998