A model proposed for the solution of the problems arising from the application of the totalquality management at public organisations

We are living in a world where huge social, political, economic, technologic changes and development take place. In this global world everything is tried to be redefined en questioned, among others the social role of the nation states, the public sector, organisational structure of the public sector, the rendering and understanding of public services. The public sector which renders heavily public services should be costeffective, be sensitive for the wishes from the public and be redefined according the needs of current time. In the global world, rapid changes and developments in the field of the information technologies have given an imputes to the competition. With the new era, competition has assumed a new shape. The hidden power behind the new type of competition is in the understanding of quality and applying standards. The public sector which needs radical changes and restructuring, should seriously handle and apply the Total Quality Management (TQM) ? which is a management philosophy and technique. The real power that make the TQM the most important modern management approach are the speed, technology, globalisation and rise of competition. Public sector is the greatest and oldest sector of the world, but accusations of this sector in almost every country grow day by day, while there is growing effectiveness, efficiency and quality in the private sector. Every changes in the public sector affects also the private sector. The rising efficiency and effectiveness and qualified services of the public sector shall also positively influence the national economy and the efficiency and effectiveness of the private sector. Therefore the national governments should strive for and apply the best practices in the public sector to comfort and the satisfy their citizens. The governments should try to reach this level of public services to meet the standards of the welfare state and the modern democracy. This is also needed to meet the standards of the globalised world. Total Quality means "change", and acquiring new principals and skills. The total quality management is necessary for the organisation to preserve its existence in an external setting while developing its capacity to manage its internal relations. This is also required to learn and acquire the quality related values totally; to reach the absolute customer satisfaction and increasing the efficiency day by day. It also needs showing courage and to get training to reach this target. Total quality also means showing patience, persistence, and showing strength against excuses and not accepting everything told. Otherwise you lose your right to criticize. Criticizing and positive contribution are the milestones that lead to the perfectionism. Good management is the liability of all the citizens. The Turkish citizens should continue to strive for finding the good and the best practise. This study dwells on the total quality management in the public sector. The total quality management practices, confronted problems, and the solutions thereof are further subjects are to found in this study. In the first chapter it is focused on the transitional phases of the total quality management in the public sector and the confronted problems during the practises. In the first chapter, the others handled subjects are as follows: the phases of the planning of the TQM transitional, phases of the practises; particular and general analysis during the application of TQM in the public sector. In the second chapter it is focused on the regulations that are to be applied to get the TQM be a success in the public sector. In this chapter the regulations and remedies introduced towards the problems that are mentioned in the earlier chapter. These introduced regulations and remedies can be either at the level of the public management system and at the organisational level; or at the social, political system level. The structure of the state is another field that is dwelled upon in this chapter. Third chapter mainly deals with the development of the concept of the quality, quality control, quality guaranty system and quality management systems and finally the stages of the application of the total quality management, while dealing with a historical perspective. There is an example/suggestion about the application of the TSE EN ISO 9001:2000 Quality Management System in the X public sector institution. This model is especially presented in this study to set an example and be a reference to the possible future TQM applications in the Turkish public sector