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

Yıl 2018, Cilt: 1 Sayı: 3, 291 - 302, 30.12.2018

Selma Karatepe , Mehmet Seyda Ozan , Abdurrahman Muhammet Banazılı

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

Öz

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.

Anahtar Kelimeler

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

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