THE IMPACT OF ISO 9001 QUALITY MANAGEMENT SYSTEM IMPLEMENTATIONS ON STAFF PERFORMANCE IN HOTEL KITCHENS

Öz

This research aims to examine the impact of ISO 9001 Quality Management System implementations on staff performance in hotel kitchens. Data collected from 400 kitchen staff working in hotel establishments with ISO 9001 certification in Manavgat, Serik, and Alanya districts of Antalya were analyzed. The study employed a relational screening model, and data were collected through questionnaires. Research results showed that ISO 9001 QMS implementations positively affect staff performance. ISO 9001 QMS implementations explain 52.4% of the variance in staff performance. Additionally, it was determined that the performance level of staff who received ISO 9001 QMS training was significantly higher than those who did not receive training. The study also identified positive relationships between ISO 9001 QMS implementations and staff motivation (46.5%) and work process effectiveness (55.9%). These findings emphasize the importance of hotel establishments adopting ISO 9001 QMS implementations to gain competitive advantage, improve service quality, and ensure customer satisfaction. Based on the research results, various recommendations were presented to hotel establishments for effective implementation and continuous improvement of quality management systems.

Anahtar Kelimeler

• ISO 9001
• Quality Management System
• Hotel Kitchens
• Staff Performance
• Work Process Effectiveness

OTEL MUTFAKLARINDA ISO 9001 KALİTE YÖNETİM SİSTEMİ UYGULAMALARININ PERSONEL PERFORMANSINA ETKİSİ

Öz

Bu araştırma, otel mutfaklarında ISO 9001 Kalite Yönetim Sistemi uygulamalarının personel performansına etkisini incelemeyi amaçlamaktadır. Antalya'nın Manavgat, Serik ve Alanya ilçelerindeki ISO 9001 belgesine sahip otel işletmelerinin mutfak departmanlarında çalışan 400 personelden elde edilen veriler analiz edilmiştir. Araştırmada ilişkisel tarama modeli kullanılmış ve veriler anket yöntemiyle toplanmıştır. Araştırma sonuçları, ISO 9001 KYS uygulamalarının personel performansını olumlu yönde etkilediğini göstermiştir. ISO 9001 KYS uygulamaları, personel performansındaki varyansın %52,4'ünü açıklamaktadır. Ayrıca, ISO 9001 KYS eğitimi alan personelin performans düzeyinin, eğitim almayan personele göre anlamlı düzeyde daha yüksek olduğu belirlenmiştir. Araştırmada aynı zamanda ISO 9001 KYS uygulamaları ile personel motivasyonu (%46,5) ve iş süreçlerinin etkinliği (%55,9) arasında pozitif ilişkiler tespit edilmiştir. Bu bulgular, otel işletmelerinin rekabet avantajı elde etmek, hizmet kalitesini artırmak ve müşteri memnuniyetini sağlamak için ISO 9001 KYS uygulamalarını benimsemelerinin önemini vurgulamaktadır. Araştırma sonuçları doğrultusunda, otel işletmelerine kalite yönetim sistemlerinin etkin bir şekilde uygulanması ve sürekli iyileştirilmesi için çeşitli öneriler sunulmuştur.

Anahtar Kelimeler

• ISO 9001
• Kalite Yönetim Sistemi
• Otel Mutfakları
• Personel Performansı
• İş Süreçleri Etkinliği

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