Analysis of effects of total quality management practises in local governments (Dikmen Municipality) Mustafa Özgül; Supervisor: Hikmet Seçim

Yazar: Katkıda bulunan(lar):Dil: İngilizce Yayın ayrıntıları:Nicosia Cyprus International University 2014Tanım: III, 130 p. table 30.5 cmİçerik türü:
  • text
Ortam türü:
  • unmediated
Taşıyıcı türü:
  • volume
Konu(lar):
Eksik içerik
1 INTRODUCTION
PART I: TOTAL QUALITY MANAGEMENT
2 Description of Quality and the Histroical Development of Sense of Quality
2 Description of Quality
5 Historical Development of Sense
7 First Stage: Inspection
8 Second Stage : Quality Control
9 Third Stage: Quality Assurance
11 Fourth Stage: Total Quality Control
12 Total Quality Management
13 Total Quality Management Principles
14 Customer Orientation
16 Internal Customer Concept
18 External Customer Concept
19 Leadership of Top Management
22 Full Participation
23 Education of Managers and Employees
25 Team work
27 Continuos Improvement (Kaizen)
28 Quality Circles
28 Benchmarking
31 Place Emphasis on Education
32 Certification of Total Quality Management
33 Description and Historical Development of ISO 9000 Quality Assurance Systems
39 ISO 9001
39 ISO 9001
39 1SO 9002
40 ISO 9003
41 ISO 9004
42 ISO 9001: 2000 Revision
45 ISO 9001 : 2008 Quality Management Systems
49 Sample of Other Quality Certification Systems
49 QS 9000
49 VDA 6.1 Quality System
50 EN 46000
51 ISO 1400 Environmental Management System
51 ISO 21000 Information Technologies System
BÖLÜM II: TOTAL QUALITY MANAGEMENT IN LOCAL GOVERNEMENTS AND DİKMEN MUNICIPALITY
54 Local Governement Concept
55 Municipality
56 Municipality Organs
56 Municipal Council
57 Mayor
59 Duties of Munipality
64 Total Quality Management Practices in Municipalities
64 Citizen's Expectations from Municipalities
65 Reasons for Practices of TQM in Municipalities
67 Necessary Conditions for TQM in Municipalities
67 Factors Obstructing the Total Quality Management in Municipalities
71 Certification of TQM Practices in Municipalities
73 Expectations after Certification and the Effects of Certification in Municipalities
75 Expectations and Satisfaction of Municipalities Employees
77 Dikmen Municipality
77 Dikmen Municipality with ISO 9001: 2008 Quality Management Certificate
77 Introduction of Dikmen Region
78 Introduction and History of Dikmen Municipality
79 Vision, Mission and Goals of Dikmen Muncipality
80 Vision of Dikmen Municipality
80 Mission of Dikmen Municipality
81 Quality and Service Policy of Dikmen Municipality
81 Aims of Dikmen Municipality
84 SWOT Analysis of Dikmen Municipality
BÖLÜM III: ANALYSIS OF EFFECTS OF TOTAL QUALITY MANAGEMENT PRACTICES ON DİKMEN MUNICIPALITY
91 Introduction of the Health and Cleaning Branch where the Effects of Dikmen Municipality ISO 9001: 2008 Quality Management Practices will be analyzed
92 Cleaning Works Instructions of Dikmen Munıcipality Health and Cleaning Branch
95 Application of Area the Research
95 Method of the Research
95 Restriction of the Research
96 Purpose of the Research
97 Data Collections Method
97 Analysis of Data
120 CONCLUSION
123 REFERENCES
128 APPENDIX
Özet: 'ABSTRACT Advances in communication technology have increased the interaction between people and have exceeded beyond the borders. Customers expectations have increased with each passing day and the quality has been sought not only in purchased product but also in services. Service companies have entered into a quest and TQM philosophy, which was implemented in the goods-producing businesses during its first appearance,has also begun to be implemented by service-producing businesses. Service companies ,through applying TQM philosophy, have increased their efficiency, market share and their costumer satisfaction improvement has been also observed. Today where citizens expectations have increased every day , public institutions is also required to continuously improve their services. The success of the TQM philosophy in service companies has attracted the attention of the publicinstitutions and has been begun to be implemented there. Today , by applying TQM philosophy, some public institutions aim to improve the quality of services which they provide to their citizens. The aim of this thesis is to measure the effectiveness of the TQM philosophy applied in local governments. TQM philosophy is explained in the first part of the study . In the second chapter, the concept of local government is studied, applications local governments in Turkey and the Turkish Republic of Northern Cyprus are thoroughly explained. In the last part of the thesis, Dikmen Municipality is introduced and its effectiveness of TQM philosophy application is evaluated. As a result ; after implementation of TQM philosophy in local governments, there have been positive progresses and improvements in services are observed. KEY WORDS: Quality, Total Quality Management (TQM), Local Governments, Municipalities, ISO 9001:2008'
Materyal türü: Thesis
Mevcut
Materyal türü Geçerli Kütüphane Koleksiyon Yer Numarası Durum Notlar İade tarihi Barkod Materyal Ayırtmaları
Thesis Thesis CIU LIBRARY Tez Koleksiyonu Tez Koleksiyonu YL 455 O94 2014 (Rafa gözat(Aşağıda açılır)) Kullanılabilir Business Administration Department T499
Toplam ayırtılanlar: 0

Includes references (123-127 p.)

'ABSTRACT Advances in communication technology have increased the interaction between people and have exceeded beyond the borders. Customers expectations have increased with each passing day and the quality has been sought not only in purchased product but also in services. Service companies have entered into a quest and TQM philosophy, which was implemented in the goods-producing businesses during its first appearance,has also begun to be implemented by service-producing businesses. Service companies ,through applying TQM philosophy, have increased their efficiency, market share and their costumer satisfaction improvement has been also observed. Today where citizens expectations have increased every day , public institutions is also required to continuously improve their services. The success of the TQM philosophy in service companies has attracted the attention of the publicinstitutions and has been begun to be implemented there. Today , by applying TQM philosophy, some public institutions aim to improve the quality of services which they provide to their citizens. The aim of this thesis is to measure the effectiveness of the TQM philosophy applied in local governments. TQM philosophy is explained in the first part of the study . In the second chapter, the concept of local government is studied, applications local governments in Turkey and the Turkish Republic of Northern Cyprus are thoroughly explained. In the last part of the thesis, Dikmen Municipality is introduced and its effectiveness of TQM philosophy application is evaluated. As a result ; after implementation of TQM philosophy in local governments, there have been positive progresses and improvements in services are observed. KEY WORDS: Quality, Total Quality Management (TQM), Local Governments, Municipalities, ISO 9001:2008'

1 INTRODUCTION

PART I: TOTAL QUALITY MANAGEMENT

2 Description of Quality and the Histroical Development of Sense of Quality

2 Description of Quality

5 Historical Development of Sense

7 First Stage: Inspection

8 Second Stage : Quality Control

9 Third Stage: Quality Assurance

11 Fourth Stage: Total Quality Control

12 Total Quality Management

13 Total Quality Management Principles

14 Customer Orientation

16 Internal Customer Concept

18 External Customer Concept

19 Leadership of Top Management

22 Full Participation

23 Education of Managers and Employees

25 Team work

27 Continuos Improvement (Kaizen)

28 Quality Circles

28 Benchmarking

31 Place Emphasis on Education

32 Certification of Total Quality Management

33 Description and Historical Development of ISO 9000 Quality Assurance Systems

39 ISO 9001

39 ISO 9001

39 1SO 9002

40 ISO 9003

41 ISO 9004

42 ISO 9001: 2000 Revision

45 ISO 9001 : 2008 Quality Management Systems

49 Sample of Other Quality Certification Systems

49 QS 9000

49 VDA 6.1 Quality System

50 EN 46000

51 ISO 1400 Environmental Management System

51 ISO 21000 Information Technologies System

BÖLÜM II: TOTAL QUALITY MANAGEMENT IN LOCAL GOVERNEMENTS AND DİKMEN MUNICIPALITY

54 Local Governement Concept

55 Municipality

56 Municipality Organs

56 Municipal Council

57 Mayor

59 Duties of Munipality

64 Total Quality Management Practices in Municipalities

64 Citizen's Expectations from Municipalities

65 Reasons for Practices of TQM in Municipalities

67 Necessary Conditions for TQM in Municipalities

67 Factors Obstructing the Total Quality Management in Municipalities

71 Certification of TQM Practices in Municipalities

73 Expectations after Certification and the Effects of Certification in Municipalities

75 Expectations and Satisfaction of Municipalities Employees

77 Dikmen Municipality

77 Dikmen Municipality with ISO 9001: 2008 Quality Management Certificate

77 Introduction of Dikmen Region

78 Introduction and History of Dikmen Municipality

79 Vision, Mission and Goals of Dikmen Muncipality

80 Vision of Dikmen Municipality

80 Mission of Dikmen Municipality

81 Quality and Service Policy of Dikmen Municipality

81 Aims of Dikmen Municipality

84 SWOT Analysis of Dikmen Municipality

BÖLÜM III: ANALYSIS OF EFFECTS OF TOTAL QUALITY MANAGEMENT PRACTICES ON DİKMEN MUNICIPALITY

91 Introduction of the Health and Cleaning Branch where the Effects of Dikmen Municipality ISO 9001: 2008 Quality Management Practices will be analyzed

92 Cleaning Works Instructions of Dikmen Munıcipality Health and Cleaning Branch

95 Application of Area the Research

95 Method of the Research

95 Restriction of the Research

96 Purpose of the Research

97 Data Collections Method

97 Analysis of Data

120 CONCLUSION

123 REFERENCES

128 APPENDIX

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