Application of EFQM excellence model to asphalt manufacturing processes: İstanbul Metropolitan Municipality-İSFALT

In a rapidly developing technology and competitive environment, every institution and organization develops policies and strategies to survive. It pays attention to quality management while maintaining its activities under the pressure of competition conditions and market dynamics. Since the quality of service / product is one of the important factors that will increase customer satisfaction and loyalty in production and service sector, many academic studies have been done on this subject. It is crucial to make success and development continuous by making self-assessment and assessing the results. In this study, EFQM Excellence Model which is the model of European Quality Management Foundation has been used in the process of assessing the quality and the processes related to quality of the company are examined within the framework of EFQM criteria. The aim of this study is to research the applicability of EFQM EM in the public sector. From this point of view, qualitative research method has been used and answers have been received regarding the existence of EFQM criteria in the quality management of public institute through in-depth interviews. The study consists of three parts. In the first and second sections. In the first and second sections, informations towards literature on Total Quality management and EFQM EM have been presented. In the third and last section, questions related to all main and sub criteria of the model have been asked to the quality manager of the public institution. The answers have been transferred with content analysis as findings. Content analysis results have revealed that there are dimensions to be improved in the institution in terms of 9 main criteria of EFQM EM as leadership, policy and strategy, people, partnership and resources, processes, products and services, customer results, people results, society results and key performance results.