Browsing by Subject "Total quality management."
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Item Open Access Can we measure service quality?(Bilkent University, 1995) Alpaslan, Can MuratAffected by the motto "you cannot improve what you cannot measure" and joining the enthusiasm of TQM movement, service companies are trying to measure their service quality. SERVQUAL is an intrument to measure service quality quantitatively. This study attempts to test the validity of SERVQUAL instrument. Three qualitative techniques in addition to SERVQUAL are used and all the four questionaires are applied to 12 different services in Bilkent University. The aim of the study is not only to criticize the deficiencies of SERVQUAL instrument but also to make the reader aware of the complexity of measuring quality in service settings.Item Open Access Self-assessment based on the EFQM model for business excellence in a middle-scale Turkish organization(Bilkent University, 1998) Eti, C. OnurBy taking a hard look at the current health of the organization, the SelfAssessment framework allows an organization to clearly identify its strengths and areas for improvement, and provides the basis for future strategy and improvement plans which are then monitored for progress. Through the Self-Assessment process, an organization is better able to balance its priorities, allocate resources and generate realistic business plans. To help companies in their way to excellence, a real life case which analyzes a middle-scale Turkish firm trying to adopt the EFQM model as a Self-Assessment framework is presented in this studyItem Open Access Service quality in a commercial bank - a case study(Bilkent University, 1995) Genç, PelinIn tlie service sector, in tlie environments where tlie rivalry is very intense and the pioclucts are similar, in order for a firm to have a strong position in the sector with respect to its competitors, delivering quality service should be its distinctive competence. In this study, a real life example from banking sector, Interbank is analyzed. I’hc study aims at demonstrating the importance of delivering quality service for a firm to succeed in a competitive environment. Gaps that obstruct delivering service quality and the causes of those gaps arc investigated, and suggestions to eliminate them are made.Item Open Access Total quality management (TQM) in the Turkish public sector : the views of public employees on practices, impacts and problems for the implementation of TQM in two public organizations(Bilkent University, 2002) Coşkun, SelimTotal Quality Management (TQM) has become a popular management approach and system since the 1980s. While it has been adopted by thousands of organizations, the debate on its originality in theory and its relationship with management theory still continues. It can be defined as a management system and approach that has a set of core principles, assumptions, practices, tools and techniques which are systemized into a coherent framework. The studies suggest that TQM theory and practices can be, to a great extent, considered under the scope of management theory. In addition, it makes unique contributions to the management practice. This dissertation examines the practices, constraints and potential problems for adoption of the quality management in the public sector in the international and the Turkish public sector context. Public sector organizations in many developed countries widely implemented the quality management as a management approach and utilized it as a tool for reforming public sector. TQM became an important part of comprehensive public sector reform efforts. Some Turkish public organizations have also adopted the quality management. However, unlike some developed countries, it has been implemented at the organizational level rather than being systematic and being part of comprehensive reform efforts. Although various scholars have been discussing the feasibility and problems related to adoption of TQM in the Turkish public sector, there is very limited empirical research on the practices and problems of the quality management. Thus, a survey is conducted in two pioneering public organizations for adopting the quality v management in order to explore the views of the workforce. The literature proposes that the positive attitude of the employees is one of factors for the success of the quality management initiatives. The findings reveal that the workforce has generally positive views towards the quality management and public sector reforms. The findings also signify that the success and future of the quality management cannot be isolated from the organizational context and approaches to quality management as well as the problems of Turkish political and public administration system.