Mustafa HOTAMISLI, Ali ELERE N, Feyyaz YILDIZ

Effects of implementing total quality management on business performance: a researche in Afyonkarahisar

İsletme Performansı isletmeler için yasamsal bir konudur. Bu kapsamda Toplam Kalite Yönetimi (TKY) önemli bir rol oynayabilir. Bu çalısmanın amacı, Afyonkarahisar’da bir alısveris merkezinin TKY uygulaması öncesi ve sonrası performansındaki değisiklikleri karsılastırmalı olarak analiz etmektir. Arastırma performans modeli dört boyuttan olusmaktadır. Bunlar, Dıs Müsteriler, iç Müsteriler (isgörenler), Pazarlama Fonksiyonu ve Finansal Fonksiyon’dur. Bu arastırma, niteliksel arastırma metodu olan döküman analizine dayanmaktadır. Niteliksel ve niceliksel veriler frekans analizi ve Altman’nın Zeta Model’i kullanılarak toplanmıs, gruplanmıs ve değerlendirilmistir. TKY uygulamasının baslamasından sonra yıllar itibariyle dört boyuta göre isletmenin performansında artıslar görülmüstür.

Toplam kalite yönetimi uygulamalarının isletme performansına etkileri: Afyonkarahisar’da bir arastırma

Business Performance is a vital issue for businesses. In this context, total quality management (TQM) can play an important role. The aim of this study is to analyze changes in performance before and after implementing TQM comparatively in a shopping center in Afyonkarahisar. The research performance model is composed of four performances dimensions. These are, External Customers, Internal Customers (Employees), Marketing Function and Financial Function. This research method based on a qualitative study with document analyse. Qualitative and quantitative data were gathered, grouped and evaluated using Frequence Analyse and Altman’s Zeta Model. Starting from implementing TQM, the performance increases were observed in the four sized of the business by years.

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