Total quality management in public revenue departments (The practice of public revenue department of Mesir in Manisa)

Focusing on quality and employee participation, Total Quality Management (TQM), can be defined as management approach which purposes customer satisfaction to reach the long-term business success, and provides benefits for all members of an organization and society. Over the last century, TQM was successfully implemented by private-sector organizations. In the recent years, it is observed that Interest of Public Sectors towards TQM has been increased. While recent economic crises have given results to problems such as increased degeneration in the supply of public services, TQM philosophy seems to be valuable managerial tool for restructuring to solve problems. As responsible agencies for tax collection, Public Revenue Departments have made efforts to minimize deficit between public revenue and public expenditures for years. Because of problems caused by tax codes and poor quality tax services, It has not been possible to reach desirable level of tax collections over the years. Facing with these severe problems, Authorities of Public revenue departments approach to TQM to reform and restructure their services. Main objective of this study is to analyze TQM in public revenue departments. Public revenue department of Mesir in Manisa was selected for area study. In the process of study, questions related to TQM philosophy and criteria have been asked to managerial and clerical personnel to determine how they are close to principles of TQM. In section I and II, TQM and Problems of Public Revenue Departments are discussed. In the last section, data of area study are analyzed and evaluated.