Viewpoint of the management on the applicability of total quality management and an empirical study about the General Directive of PTT

Paralel to the aim of ?reaching the best? the demands of ? using products ofbeter quality?, ?having services of beter quality? of human begins have been continuingfor centuries. Related with this reality, it can be said that the arising of concept of?Quality? is very old.In our days of competition; elements such as increasing expectations of thecustomers, targeting to be beyond good, perfection, to be worldwide, the rapiddevelopment of technology, the heavy cost of being lack of quality increasinginternational competition have gained priarity.Therefore for the success of the enterprises and institutions , total qualitymanagement has become of crucial importance. The fact that the international relationsand the cross-border movement of goods, services and money have become more densehas introduced a new competitive enviroment for the public institutions and privatecompanies.Jaining the customs Union, the efferts for accession to European Union, themandatary effects of the ISO 9000 quality guarantee system standarts and new legalapplications concerned with protection of enviranment, etc. Have brought new demandsrelated to quality. Parallel to this, all of the enterprises and institutions have started todetermine o strategy and establish systems after protectionism have diminished,international commerce have become more widespread, the national barders havedisappeared and the information have become borderless. Accordingly the requirementof continuous development have become important for caming up with the conditions ofthe 21 st. century. The ides of total quality management and continuous developmentand enabling that the public and private institutions continue their successes haverequired the obligation of coming up with all the changes occured in relation withglobalisation, localisation and economic liberation.An application aimed at this subject has been conducted in the GeneralDirectorate of PTT. Viewpoints of the managers after the application results andrelations between the TQM application have been examined carefully and theseexaminations have been introduced in the relevant sections.