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Öz

There is a wide literature regarding TQM applications in private sector, however research in the public sector are more limited. Research regarding TQM applications in public sector has focused on health and education sectors however research regarding other public institutions is rare. This research aims to determine the extent of TQM applications based on employees’ perceptions in a public agency having ISO 9001 certification in Turkey. TQM is analyzed based on Deming’s philosophy. Results indicate that employees’ perceptions differentiate according to several factors such as demographic characteristics, having quality education and participating in quality practices

Anahtar Kelimeler

• Total Quality Management, Public Sector, Quality

KAMU SEKTÖRÜNDE TOPLAM KALİTE YÖNETİMİ: BİR KAMU KURUMUNDA AMPİRİK BİR ARAŞTIRMA

Öz

TKY’nin özel sektör uygulamaları ile ilgili geniş bir literatür bulunmakla birlikte konunun kamu kuruluşlarındaki uygulamaları ile ilgili çalışma sayısı daha sınırlıdır. Ülkemizde kamu kuruluşlarındaki TKY uygulamaları ile ilgili çalışmalar sağlık ve eğitim sektörleri üzerine yoğunlaşmışlar, devlet dairelerindeki TKY uygulamaları ise daha az incelenmiştir. Bu çalışmada, ISO 9001 belgesine sahip bir kamu kurumunda TKY uygulamalarının hangi yoğunlukta gerçekleştirildiğinin çalışanların algılarına göre değerlendirilmesi amaçlanmıştır. TKY Deming felsefesine göre incelenmiştir. Sonuçlar, çalışanların algılamalarının, kalite ile ilgili eğitim almış olup olmamalarına, kalite çalışmalarına katılmış olup olmamalarına ve demografik özelliklerine göre farklılaştığını göstermektedir.

Anahtar Kelimeler

• Toplam Kalite Yönetimi, Kamu Sektörü, Kalite

Kaynakça

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