Publication: Hizmet üreten kamu kurumlarında ISO 9000 yorumu: İstanbul Sanayi Odası örneği
Abstract
Ürün ve hizmet seçiminde son derece bilinçli olan tüketiciler, daha ucuz, daha kaliteli ve servis olanakları en geniş firmaların ürünlerini tercih etmektedir. Tüketicilerin beklentilerini karşılamayamayan ve memnun edemeyen firmalar, tüketici tarafından ürünleri tercih edilmemek suretiyle cezalandırılmaktadır. Firmalar artık müşterilerini memnun edebilmek için daha kaliteli mal ve hizmet üretmek zorunda kalmaktadırlar. Bu nedenle, tüm dünyada ürettikleri mal ve hizmetler ile önemli bir yeri olan kamu kurumları özel sektörün en önemli temsil kurumu olan Sanayi ve Ticaret Odaları özelinde incelenmiştir. Bu çerçevede, çalışmanın ana başlık ve bölümleri özetle aşağıda anlatılmıştır. * Birinci bölümünde; çalışmanın amacı kapsamı, hipotez ve yöntem anlatılmıştır. * İkinci bölümde; kamu kurumların yapısı ve özelliklerinden bahsedilmiştir. * Üçüncü bölümünde; kalite ile ilgili kavramlar tanıtılmıştır. * Dördüncü bölümünde; Kalite Güvencesi kavramı ile ilgili bilgiler verilmiştir. * Beşinci bölümde; Toplam Kalite Yönetimi felsefesi ve Kamu Kurumlarında karşılaşılan sorunlar ve güçlüklere yer verilmiştir. * Altıncı bölümde; ISO 9000 Standartları tanıtılmış ve proje bazında nasıl kurulacağı hakkında bilgiler verilmiştir. * Yedinci ve son bölümde ise; İstanbul Sanayi Odası ISO 9001 Kalite Güvence Sistemi hakkındaki yorumlara yer verilmiştir.
Consumers who are very conscious in choosing products and services prefer the firms productions which have cheaper and better quality and wide range service possibilities. The firms which can not bring in place of expectations of the consumers and can make them pleased are punished by the consumers by not prefering their productions. The firms in order to satisfied their customers pleased They have to produce better quality commodities and services. Therefore the public institutions which have been taken a very important place in the whole world with their production and service had been scrutinised under the properties of chamber commerce and industry that is very important representative of private sector. At the first part aim, hypothesis, extend and method of working had been explained. At the second part had been mentioned about properties and structures of the public institutions. At the third part had been presented about conception of quality. At the fourth part some information had been given about the conception of quality assurance. At the fifth part had been given place to the philosophy total quality management encountered problems which have in the public institutions and difficulties. At the sixth part had been introduced ISO 9001 standard and given some knowledge about how to establish base of project At the last and seventh part had been represented application about the system of quality assurance.
Consumers who are very conscious in choosing products and services prefer the firms productions which have cheaper and better quality and wide range service possibilities. The firms which can not bring in place of expectations of the consumers and can make them pleased are punished by the consumers by not prefering their productions. The firms in order to satisfied their customers pleased They have to produce better quality commodities and services. Therefore the public institutions which have been taken a very important place in the whole world with their production and service had been scrutinised under the properties of chamber commerce and industry that is very important representative of private sector. At the first part aim, hypothesis, extend and method of working had been explained. At the second part had been mentioned about properties and structures of the public institutions. At the third part had been presented about conception of quality. At the fourth part some information had been given about the conception of quality assurance. At the fifth part had been given place to the philosophy total quality management encountered problems which have in the public institutions and difficulties. At the sixth part had been introduced ISO 9001 standard and given some knowledge about how to establish base of project At the last and seventh part had been represented application about the system of quality assurance.