The effect of strategic planning on the total quality management in municipalities: Case of Tavşanlı Municipality

Strategic planning and total quality managements which play key role for both public and private sector become a litmus paper for organizations. In this study, the effects of strategic plannings on the organizations in which citizens get services are tried to be analyzed. In the first part of the study strategy, the concepts such as planning, strategic planning, and strategic management are expressed via literature scanning. Moreover, emergence of strategic planning and its process, transition period of strategic planning are explained. The differences between public and private sector are mentioned in terms of strategic management and strategic planning. Beside this, relationship between public and private sector is studied by highlighting benefits and difficulties. In the second section, concept of quality and total quality management is expressed. Principles, historical developments, objectives, importance and benefits of Total Quality Management is explained. Total quality management is examined according to sectors. Furthermore, differences between public and private sector management and its difficulties on the level of application are dealed. The application of Total Quality Management in Turkish public sector is examined. In this content, ISO 9000-9001-9002 Quality Management Systems, ISO 14001 Environment Management Systems and ISO 9001:2000 revisions which have special place for Total Quality Management are mentioned. The benefits of Total Quality Management on local administration, current conditions of compability of application are mentioned and in regard to success the necessity of such management perception is stressed. Positive and negative criticism upon Total Quality Management is explained. By examining the relations between Human Resources Management and Total Quality Management, it is attempted to depict that the base of the management philosophy is human, these management understanding cannot be succeed without taking consideration human factor, these two different branches of management cannot be separated and human resources management is a complementary element of total quality management. As a conclusion, in this thesis, application of strategic plan of presidency of Tavsanlı municipality which is a most developed province of Kutahya as a case of local goverments. In this respect, survey is applicated to 250 citizens who benefited from the services of Tavsanlı municipality and the results of survey was evaluated and interpreted. Keywords: Strategic Management, Strategic Planning, Total Quality Management, Tavsanlı Municipality, Human Resource Management.