Selma KARATEPE, Mehmet Seyda OZAN, Abdurrahman Muhammet BANAZILI

En İyi Değer (Best Value) Yaklaşımı ve Toplam Kalite Yönetimi İlişkisi: Türkiye’de Yerel Yönetimler İçin Bir Değerlendirme

İngiltere’de “Yeni Kamu Yönetimi (YKY)” kavramına yüklenen anlam kamu hizmetlerinin sürekli geliştirimesidir. Bu kapsamda ortaya çıkan En İyi Değer (Best Value) Yaklaşımı, İngiltere’de 2000’li yıllarda kamu ve yerel yönetimlerin hizmet sunumlarında benimsenmiş olup, yaklaşımın temelinde kamu-vatandaş ilişkisi bağlamında hizmetlerin vatandaş talepleri ve beklentilerine göre yeniden şekillendirilmesi esası yatmaktadır. Yaklaşım uygulamaya konulduğu yılların başlarında yavaş ve bürokratik bir süreç izlemesine karşın izleyen yıllarda, yerel yönetimlerdeki bürokrasiyi azaltmaya ve sürekli iyileştirme kapsamında daha yüksek standartlara odaklanmıştır. Yaklaşımın müşteri/vatandaş odaklılık, sürekli iyileştirme ve takım çalışması gibi ilkeleri Toplam Kalite Yönetimi (TKY) ilkeleri ile uyumluluk göstermektedir. Bu çalışmada Toplam Kalite Yönetiminin bir kamu sektörü formu olduğu düşünülen En İyi Değer (Best Value) Yaklaşımı irdelenmiş ve Türkiye’deki yerel yönetimlerin yeniden yapılanma kapsamında bu modelden belirli ölçüde faydalanabileceği konusu tartışılmıştır.

Anahtar Kelimeler:

En İyi Değer Yaklaşımı, Toplam Kalite Yönetimi, Yerel Yönetimler, Yeni Kamu Yönetim

Best Value Approach and Total Quality Management Relationship: An Assessment for Local Governments in Turkey

The meaning of the “New Public Management (NPM)” in England is the continuous improvement of public services. The Best Value Approach in this context has been adopted in the service delivery of public and local governments in the UK in the 2000s and the basis of the approach lies in the reshaping of services in the context of public-citizen relations in accordance with citizen demands and expectations. Although the approach followed a slow and bureaucratic process in the early years of implementation, it focused on higher standards in order to reduce bureaucracy in local governments and to improve continuously. Principles such as customer / citizen orientation, continuous improvement and teamwork are consistent with Total Quality Management (TQM) principles. In this study, the Best Value approach, which is considered to be a public sector form of total quality management, was examined and scope of the restructuring of local governments in Turkey issues that would benefit to the extent specified in this model was discussed.

Keywords:

Best Value Approach, Total Quality Management, Local Governments, New Public Management,

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