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Sanayi işletmelerinde toplam kalite yönetimi ve ISO 9000 uygulamalarının performans üzerine etkisi

Bu araştırmada, Toplam Kalite Yönetimi ve ISO 9000 kalite yönetimi standardını uygulayan işletmelerin gerek iç gerekse dış müşterileri açısından incelenmesiyle bunların işletme performansını nasıl etkilediğini ölçmek hedeflenmiştir. Araştırmada Betimsel İstatistik Ortalamaları karşılaştırılma metodu kullanmıştır. Bu araştırmada Eskişehir ilindeki işletmelerin tedarikçi tercihlerinde ISO 9000 belgesi sahipliğine yeterince dikkat etmedikleri ve tedarikçileriyle yeterince iyi ilişki kuramadıkları bulgusuna ulaşılmıştır. Bununla birlikte iç müşteri ve dış müşterilere yeterince özen gösterdikleri sonucuna erişilmiştir. Son olarak işletmelerin toplam kalite yönetiminden beklenilen performansı yakalayabilmesi için toplam kalite yönetimi aktivitelerine işgören katılımını artırmaları ve onlara daha doyurucu işleri sunmaları önerilmektedir.

The sample of this study is composed of businesses which are located in Eskisehir and also use TQM and ISO 9000 quality management standards. The researchers investigated chosen firms in terms of internal and external customer relations and tried to establish a link between business performance and customer management. The statistical method used in this study is what is called “Descriptive Statistical Means Comparison method”. The study found that firms in Eskisehir are reluctant to find suppliers with ISO 9000 certificate and fail to establish appropriate relations with them. However, they seem to be deliberate in terms of caring for internal and external customers. Finally we suggest that in order to obtain required performance from TQM practices, the participation of employees and job satisfaction must be improved.

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