En İyi Değer (Best Value) Yaklaşımı ve Toplam Kalite Yönetimi İlişkisi: Türkiye’de Yerel Yönetimler İçin Bir Değerlendirme

Öz

İngiltere’de “Yeni Kamu Yönetimi (YKY)” kavramına yüklenen anlam kamu hizmetlerinin sürekli geliştirimesidir. Bu kapsamda ortaya çıkan En İyi Değer (Best Value) Yaklaşımı, İngiltere’de 2000’li yıllarda kamu ve yerel yönetimlerin hizmet sunumlarında benimsenmiş olup, yaklaşımın temelinde kamu-vatandaş ilişkisi bağlamında hizmetlerin vatandaş talepleri ve beklentilerine göre yeniden şekillendirilmesi esası yatmaktadır. Yaklaşım uygulamaya konulduğu yılların başlarında yavaş ve bürokratik bir süreç izlemesine karşın izleyen yıllarda, yerel yönetimlerdeki bürokrasiyi azaltmaya ve sürekli iyileştirme kapsamında daha yüksek standartlara odaklanmıştır. Yaklaşımın müşteri/vatandaş odaklılık, sürekli iyileştirme ve takım çalışması gibi ilkeleri Toplam Kalite Yönetimi (TKY) ilkeleri ile uyumluluk göstermektedir. Bu çalışmada Toplam Kalite Yönetiminin bir kamu sektörü formu olduğu düşünülen En İyi Değer (Best Value) Yaklaşımı irdelenmiş ve Türkiye’deki yerel yönetimlerin yeniden yapılanma kapsamında bu modelden belirli ölçüde faydalanabileceği konusu tartışılmıştır.

Anahtar Kelimeler

• En İyi Değer Yaklaşımı,Toplam Kalite Yönetimi,Yerel Yönetimler,Yeni Kamu Yönetim

Best Value Approach and Total Quality Management Relationship: An Assessment for Local Governments in Turkey

Abstract

The meaning of the “New Public Management (NPM)” in England is the continuous improvement of public services. The Best Value Approach in this context has been adopted in the service delivery of public and local governments in the UK in the 2000s and the basis of the approach lies in the reshaping of services in the context of public-citizen relations in accordance with citizen demands and expectations. Although the approach followed a slow and bureaucratic process in the early years of implementation, it focused on higher standards in order to reduce bureaucracy in local governments and to improve continuously. Principles such as customer / citizen orientation, continuous improvement and teamwork are consistent with Total Quality Management (TQM) principles. In this study, the Best Value approach, which is considered to be a public sector form of total quality management, was examined and scope of the restructuring of local governments in Turkey issues that would benefit to the extent specified in this model was discussed.

Keywords

• Best Value Approach,Total Quality Management,Local Governments,New Public Management

Kaynakça

1. ARIKBOĞA, Ülkü (2006), “Belediyelerde Toplam Kalite Yönetimi İstanbul Büyükşehir Belediyesi Gelirler Müdürlüğü Örneği”, Strategic Public Management Journal, S.2(3), ss.53-75.
2. AUDIT COMMISSION (1983), Performance Review in Local Government: A Handbook for Auditors and Local Authorities, HMSO, London (ENGLAND).
3. AUDIT COMMISSION (1998), Consultation on Local Authority Performance Indicators, Audit Commission, London (ENGLAND).
4. BOVAIRD, Tony ve HALACHMI, Arie (2001), “Learning from International Approaches to Best Value”, Policy & Politics, S.29(4), ss.451-463.
5. BOYNE, George (1998), “‘Public Services Under New Labour: Back to Bureaucracy?”, Public Money and Management, S.18(3), ss.43-50.
6. BOYNE, George (1999), “Processes, Performance and Best Value in Local Government”, Local Government Studies, S.25(3), ss.1-15.
7. BOYNE, George, GOULD–WILLIAMS, Julian, LAW, Jennifer ve WALKER, Richard (2002), “Core Articles: Best Value—Total Quality Management for Local Government?”, Public Money and Management, S.22(3), ss.9-16.
8. ÇETİN, Sefa (2008), “İngiltere’de 'En İyi Değer' Rejimi Ve Denetim Sistemi”, Sayıştay Dergisi, S.19(68), ss.47-63.

9. ÇETİNTÜRK, Veli Ercan (2011), “Belediyelerde Toplam Kalite Yönetimi: Antalya Büyükşehir Belediyesi Örneği”, Yayımlanmamış Yüksek Lisans Tezi, Süleyman Demirel Üniversitesi Sosyal Bilimler Enstitüsü, Isparta.
10. COŞĞUN, Melek (2010), “Yerel Yönetimlerde Toplam Kalite Yönetimi (Pendik Belediyesi Örneği)”, Yayımlanmamış Yüksek Lisans Tezi, Sakarya Üniversitesi Sosyal Bilimler Enstitüsü, Sakarya.
11. DEAN, James ve BOWEN, David (1994), “Management Theory and Total Quality: Improving Research andPractice through Theory Development”, Academy of Management Review, S.19(3), ss.392-418.
12. DEMİRKAYA, Yüksel (2006), “The Changing Management of Local Governments Under New Labour in England: Best Value Policy”, Public Administration and Management, S.11(2), ss.44-74.
13. DETR (1998), Modernising Local Government: Improving Local Services through Best Value, DETR, London (ENGLAND).
14. DETR (1999), Summary of Responses to Modernising Local Government: Improving Services Through Best Value, DETR, London (ENGLAND).
15. DRUCKMAN, Daniel, SINGER, Jerome ve VAN COTT, Herald, (1997), Enhancing Organizational Performance, National Academic Press, Washington (USA).
16. FRYER, Karen, JIJU, Antony ve DOUGLAS, Alex (2007), “Critical Success Factors of Continuous Improvement in the Public Sector: A Literature Review and Some Key Findings”, The TQM Magazine, S.19(5), ss.497-517.
17. GEDDES, Mike ve MARTIN, Steve (2000), “The Policy and Politics of Best Value: Currents, Crosscurrents and Undercurrents in the New Regime”, Policy & Politics, S.28(3), ss.379-395.
18. GRANT, Robert, SHANI, Rami ve KRISHNAN, Ramayya (1994), “TQM’s Challenge to Management Theory and Practice”, Sloan Management Review, S.Winter, ss.25–35.
19. HACKMAN, Richard ve WAGEMAN, Ruth (1995), “Total Quality Management: Empirical, Conceptual and Practical Issues”, Administrative Science Quarterly, S.40(2), ss.309–342.
20. HILL, Stephen ve WILKINSON, Adrian (1995), “In search of TQM”, Employee Relations, S.17(3), ss.8–25.
21. HMSO (1999), “Local Government Act. London: The Stationary Office”, E-Title, https://www.legislation.gov.uk/ukpga/1999/27/contents (Erişim Tarihi: 09.08.2018).
22. HOOD, Christopher (1995), “The ‘New Public Management’ in the 1980s: Variations on A Theme, Accounting, Organizations And Society, S.20(2-3), ss.93-109.
23. JURAN, Joseph (1989), Juran on Leadership for Quality, Free Press, New York (USA).
24. KANJI, Gopal (2006), “Total Quality Management: The Second Industrial Revolution”, Total Quality Management, S.1(1), ss.3-12.
25. KARATEPE, Selma ve OZAN, Mehmet Seyda (2017), “Kurumsal Sosyal Sorumluluk ve Kurumsal İtibar Üzerine Bir Değerlendirme”, Akademik Yaklaşımlar Uluslararası Hakemli Dergisi, S.8(2), ss.80-101.
26. KORKUSUZ, Dilek (2005), “Toplam Kalite Yönetimi ve Kamu Yönetiminde Uygulanabilirliği: Sakarya Defterdarlığı Örneği”, Yayımlanmamış Yüksek Lisans Tezi, Sakarya Üniversitesi Sosyal Bilimler Enstitüsü, Sakarya.
27. LENZ, Richard (1981), “Determinants of Organizational Performance: An Interdisciplinary Review”, Strategic Management Journal, S.2(2), ss.131–154.
28. LEWIS, Micheal ve HARTLEY, Jean (2001), “Evolving Forms of Quality Management in Local Government: Lessons from the Best Value Pilot Programme”, Policy and Politics, S.29(4), ss.477–496.
29. MAGD, Hesham ve CURRY, Adrienne (2003), “Benchmarking: Achieving Best Value in Public-Sector Organisations”, Benchmarking: An International Journal, S.10(3), ss.261-286.
30. MARCH, Artemis ve GARVIN, David (1996), “A Note on Quality: The Views of Deming, Juran, and Crosby”, IEEE Engineering Management Review, S.24(1), ss.6-14.
31. MARTIN, Steve ve BOAZ, Annette (2000), “Public Participation and Citizen-Centred Local Government: Lessons from the Best Value and Better Government for Older People Pilot Programmes”, Public Money & Management, S.20(2), ss.47-54.
32. MARTINEZ-LORENTE, Angel, DEWHURST, Frank ve DALE, Barrie (1998), “Total Quality Management: Origins and Evolution of the Term”, The TQM Magazine, S.10(5), ss.378-386.
33. MASSEY, Andrew (1999), “Quality Issues in the Public Service”, Public Policy and Administration, S.14(3), ss.1-14.
34. McADAM, Rodney ve WALKER, Timothy (2003), “An Inquiry into Balanced Scorecards Within Best Value Implementation in UK Local Government”, Public Administration, S.81(4), ss.873-892.
35. McLAUGHLIN, Kate, OSBORNE, Stephen ve FERLIE, Ewan (2002), New Public Management: Current Trends and Future Prospects, Psychology Press, London (ENGLAND).
36. MORGAN, Colin ve MURGATROYD, Stephen (1994), Total Quality Management in the Public Sector: An International Perspective, Open University Press, Philadelphia (USA)..
37. NALBANT, Fatma (2014), “Belediyelerde Toplam Kalite Yönetimi: Üsküdar Belediyesi Örneği”, Yayımlanmamış Yüksek Lisans Tezi, Marmara Üniversitesi Sosyal Bilimler Enstitüsü, İstanbul.
38. NOHUTÇU, Ahmet (2005), “Toplam Kalite Yönetimi ve Yerel Yönetimler”, E-Makele, http://www.canaktan.org/politika/kamuda-kalite/nohutcu.pdf, (Erişim Tarihi: 07.08.2018).
39. OZAN, Mehmet Seyda (2018), “Electronic Processing and Service in the Public Institutions: A Comprehensive Approach”, Turansam Uluslararası Hakemli Dergisi, S.10(37), ss.55-59.
40. ÖNEN, S. Mustafa ve KURNAZ, Salim (2017), “Kamu Yönetimi Reformlarında Yeni Perspektifler ve Arayışlar”, ASSAM Uluslararası Hakemli Dergisi, S.4(8), ss.51-69.
41. ÖZER, Mehmet Akif ve ÖNEN, S. Mustafa (2017), 200 Soruda Kamu Yönetimi, Gazi Kitapevi, Ankara.
42. ÖZEROĞLU, Ali İhsan (2015), “Yerel Yönetimlerde Toplam Kalite Yönetimi”, Tarih Okulu Dergisi”, S.8(21), ss.539-581.
43. POWELL, Thomas (1995), “Total Quality Management as Competitive Advantage: A Review and Empirical Study”, Strategic Management Journal, S.16(1), ss.15-37.
44. RADIN, Berly ve COFFEE, Joseph (1993), “A Critique of TQM: Problems of Implementation in the Public Sector”, Public Administration Quarterly, S.17(1), ss.42-54.
45. REEVES, Carol ve BEDNAR, David (1994), “Defining Quality: Alternatives and Implications”, Academy of Management Review, S.19(3), ss.419–445.
46. SPENCER, Barbara (1994), “Models of Organization and Total Quality Management: A Comparison and Critical Evaluation”, Academy of Management Review, S.19(3), ss.446-471.
47. SWISS, James (1992), “Adapting Total Quality Management (TQM) to Government”, Public Administration Review, S.52(4), ss.356-362.
48. TAYLOR, Andrew ve WRIGHT, Gillian (2003), “A Longitudinal Study of TQM Implementation: Factors Influencing Success and Failure”, Omega, S.31(2), ss.97-111.
49. WILKINSON, Adrian, MARCHINGTON, Mick, GOODMAN, John ve ACKERS, Peter (1992), “Total Quality Management and Employee Involvement”, Human Resource Management Journal, S.2(4), ss.1–20.
50. YATKIN, Ahmet (2004), Toplam Kalite Yönetimi, Nobel Yayınları, Ankara.
51. YUSOF, Sha’Ri Mohd ve ASPINWALL, Elaine (1999), “Critical Success Factors for Total Quality Management Implementation in Small and Medium Enterprises”, Total Quality Management, S.10(5), ss.803-809.