Total quality management in public enterprises and their impact on employees: An application in General Directorate of İETT operations

No matter whether the public or private sector is alive, it is not possible for the top management to reach full success unless the support is provided by the employees, no matter how much they are willing. The greatest challenge facing Total Quality Management in practice, especially in public institutions, is resistance to change. In this study, applicability of Total Quality Management in the public sector is discussed. For this purpose, firstly the concept of quality has been discussed and the processes that this concept has passed from past to present are examined. Later, Total Quality Management, which is the basic concept of working, was discussed and various qualifications were used to express what Total Quality Management is and Total Quality Management was handled with every aspect. In the second part, the issue of applying Total Quality Management to the public sector has been examined. In this chapter, it is investigated what problems are and how they can come from above. In addition, the quality activities carried out by the General Directorate of IETT, which provides urban transportation services in the city of Istanbul, have been tried to be examined. In the third chapter, in order to determine the degree of Total Quality Management practices supported by employees in IETT, the data obtained by conducting the questionnaire application were examined and interpreted in the SPSS program. In the conclusions and suggestions section, the results of Total Quality Management in public institutions were evaluated through sample institution examination, and recommendations were made about what is required for the Total Quality Concept to be successful in the public sector.