Fuel sector axample, total quality management applications example: Özden Fuel Inc

Today, due to evolving technology, needs and pain-points of costumers change continuously and this change leads to a recogniable transformation in business processes. Costumers who used to be their shopping behaviour on fiduciary relationships, nowadays look for additional international certificates. Furthermore, fierce competition in the fuel industry have increased the overall costumer satisfaction level. this thesis investigates the quality management practices in the fuel industry. the researcher has used two different qualitative research methods in order to gain further insights regarding the research topic: in-deptg interviews and desk research. As a result, it can be concluded that Özden Akaryakıt A.S. has successfully carried out the total quality managment regarding their clients, suppliers and employees. Keywords: Total Quality Management, Product Sectors, International Standard ISO 9001: 2008