Toplam Kalite Yönetimi Uygulamalarının Finansal Olmayan Performans Algısı Üzerindeki Etkileri

Bu araştırma, toplam kalite yönetimi uygulamalarının şirketin finansal olmayan performans algısı üzerindeki etkilerinin belirlenmesi amacını taşımaktadır. Araştırma turizm, ulaşım, inşaat, gıda ve teknoloji sektörlerinde faaliyet gösteren 5 firmanın kalite departmanında yapılmış olup bu departmanda çalışanlara anket uygulanmıştır. Yapılan faktör analizine göre toplam kalite yönetimi için "liderlik ve sürekli gelişim", "müşteri odaklılık" ve "paydaş katılımı" boyutları ve finansal olmayan performans algısı için "müşteri perspektifi", "inovasyon ve öğrenme perspektifi" ve "iç süreçler perspektifi" boyutları bulunmuştur. Toplam kalite yönetimi boyutlarından müşteri odaklılık ile finansal olmayan performans algısı boyutlarından müşteri perspektifi ve inovasyon ve öğrenme perspektifi boyutları arasında anlamlı ilişkiler bulunmuştur. Yapılan regresyon analizine göre toplam kalite yönetimi boyutlarından müşteri odaklılık, finansal olmayan performans algısı boyutlarından inovasyon ve öğrenme perspektifi üzerinde negatif bir etkiye sahiptir. Diğer boyutlar arasında ilişki ve etki bulunamamıştır

The Impact of Total Quality Management Practices on Non-Financial Performance Perceptions

This study examines the effect of total quality management applications on nonfinancial performance perceptions of employees. The research applied by surveys on employees in quality departments of five companies which have businesses in the field of tourism, transportation, construction, food and technology. "Leadership and continuous improvement", "costumer focused" and "stakeholder participation" dimensions for total quality management and "customer perspective", "innovation and learning perspective" and "internal processes perspective" dimensions for nonfinancial performance are derived from factor analysis. Customer focus, one of the total quality management, has significant relationship with customer perspective and innovation and learning perspective of non-financial performance. Customer focus dimension of total quality management has a significant negative effect on innovation and learning perspective of non-financial performance. There are no relationships between the rests of the dimensions

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