Publication: Hizmet içi eğitimin kaliteye etkileri ve bir uygulama
Abstract
Eğitim işletmeler için değişme dünya dinamiklerine uygum sağlamada bir önemli bir yere sahiptir. Verimliği ve karlılığı hedefleyen tüm işletmeler farklı yollar ve yöntemler kullanarak işgörenlerine eğitim vermektedirler. Bu durum özellikle faaliyet konusu doğrudan insan olan hizmet işletmeleri için farklı bir anlam taşımaktadır. Gerek işgören olarak ve gerekse müşteri olarak insan odağında bulunan hizmet işletmeleri, teknik donanım yanında sosyal düzeydeki yetkinliklerin kazanılması, işletmenin tanıtımının iyi yapılması içinde eğitime yönelmektedirler. Bir yönetim tekniği olarak doğan , ancak daha sonra bir yönetim felsefesi haline gelen Toplam kalite yönetimi işletmelerin sürekli gelişim ve eğitimine cevap verebilecek bir uygulama haline gelmiştir. Bir yandan işletmeyi ve işgörenleri sürekli gelişim felsefesi doğrultusunda eğitirken, bir yandan da bu eğitimle verilen hizmet kalitesini yükseltmekte, işletmenin saygınlığını, verimliliğini ve karlılığını arttırmaktadır. Bu yönde eğitim alan işgörenler ise, kendilerini geliştirme, yeni kavramları öğrenme ve uygulayabilme, kendi özgüvenlerini kazanma, iş yerine bağlılık ve saygınlıklarının artması yönünde gelişimler sağlamaktadırlar. Sonuç olarak toplam kalite felsefesinin temel noktası olan işgören mutluluğu ve işletme verimliliği bir arada sağlanmaktadır. Name and Surname :Mehmet Doğu ÖZER Field :Public Management Programme:Human Resources Management Supervisor :Ass.Prof.Dr.Deniz BÖRÜ Depree Awarded and Date:Master - July 2004 Education, Taining , Total Quality
Education is very important for the companies to confirm with the changing world dynamics. All the companies which want to increase their productivity train and educate their employees by using different methods. This situation has a different meaning especially for the companies which use the human factor direvtly. Service campanies which are settled on the human factor use education to gain social authories, technical knowledge and skills and to make an effective description of the company. Total Quality management , which was born as a way of administrating and which later because a philisophy in administarion, has become a method that can satisfy the advancing and training desires. Total Quality management trains the company and the employees while it also increases the quality of the service, reputation of the company and finally the productivity. Employee who have been trained at this way gain the skills to advance themselves, to gain self-confidance and to increase their reputation. They also feel that an emotional link has occured between them and the company. As a result employee satisfaction and company productivity which are the basic parts of the total Quality Management are maintaired together.
Education is very important for the companies to confirm with the changing world dynamics. All the companies which want to increase their productivity train and educate their employees by using different methods. This situation has a different meaning especially for the companies which use the human factor direvtly. Service campanies which are settled on the human factor use education to gain social authories, technical knowledge and skills and to make an effective description of the company. Total Quality management , which was born as a way of administrating and which later because a philisophy in administarion, has become a method that can satisfy the advancing and training desires. Total Quality management trains the company and the employees while it also increases the quality of the service, reputation of the company and finally the productivity. Employee who have been trained at this way gain the skills to advance themselves, to gain self-confidance and to increase their reputation. They also feel that an emotional link has occured between them and the company. As a result employee satisfaction and company productivity which are the basic parts of the total Quality Management are maintaired together.