Perceptive analysis of process-oriented quality costs in the quality management system

In our age, the service and production sectors have to actualize their affairs as at the lower costs as possible when they produce service and production for outclassing in both domestic and foreign markets. In other words; with ?the preventive approach?, it is necessary to invest on the right things. Since it is not the age of producers anymore; but the age of the customers. The producers do not have the concept of ?I can sell as much as I produce?; but they have the concept of ?I must produce as much as I can sell?. To be able to supply the expectancy of the customers quickly, with quality and with a suitable price: all the process of the organization has to work with harmony, the information flow between the processes has to be efficient and the repetitions have to be reduced.At a time when change is inevitable and harsh, the most important criterias are quickness, quality, creativeness and the possible lower price in the sectors of production and service. It is being felt more and more that the companies should pass from the concept of managing the firm to the concept of managing the qualified service and production. The firm is a whole with its services, products, employees, all departments and production equipments. From the functional approach, the firms which focus on only one department have difficulties in adapting themselves to the changing environment conditions. The most important one is that they miss the other activity fields which are in interaction between themselves. Thereby, the dimension of quality?s human-orientedness, efficiency and productiveness remain insufficient. That?s why the process approach affects ISO 9001: 2000 Quality Management System to change this point of view. In this sense process management is a means which enables increasing efficiency and productiveness by seeing the firms as a whole. The financial expression of this efficient means is to be actualized by making analysis on quality costs, which are the sources, to eliminate all the unnecessary costs.In this study; pharmaceutical warehouse sector, the service sector here, the connection of the process-oriented quality costs analysis, process management and the work-oriented dependency of the employees are analyzed. In the pharmaceutical warehouse sector, the employee?s perception of the culture of quality costs analysis is emphasized and the practicality in the firm is analyzed which is the first of its kind in the litterateur. In the first section of the study; quality is defined, the relationship between quality and economical index is emphasized, and the techniques for quality developing and the importance of quality for the firms are examined. In the second section of the study; process approach, the concepts of process management are emphasized; system approach and its relation with ISO 9001: 2000 Quality Management System is examined. In the third section of the study; the concept of cost is analyzed, the scanning of quality costs and categories in the litterateur is done. The relationship of quality costs and process management ISO 9001: 2000 is analyzed; the methods of foundation, reporting and improving of quality costs system are dealt with and the concept of performance-oriented dependency is described. In the fourth and the last section of the study; as a studying field some cooperative firms from pharmaceutical warehouse sector are chosen. The survey is sent to be carried out to 3 pharmaceutical warehouses. Only from one of them, a feedback can be taken. The survey is applied to all workers except the subsupplier personnel in EDAK pharmaceutical cooperation. The survey is served to the workers in specific 6 scales and 68 articles which are prevention costs, measuring-evaluating costs, quality management system, failure costs and performance-oriented dependency. The study is examined in 4 scales which are the process management, quality costs, quality management system, performance-oriented dependency. In the questions of survey; the likert scale is used. The data acquired at the end of the survey is analyzed with the SPSS 13.0 program. For analyzing the structure of answers given to the questions, descriptive statistics are used. Factor analysis for decreasing the number of variables and defining the grouped factors; correlation analysis for defining the level and direction of relation between variables are done. By forming a model with regression analysis, the relationship between dependent and independent variables; which are thought to affect dependent variables, is examined. For making the hypothesis tests ?t and anova test? is used. For commenting on the differences by determining their directions resulted from the anova test, the scheffe test is used.According to the findings acquired, the workers perceive the quality management system which is only one factor as the quality of employees and firms; for measuring-evaluating costs as measuring costs and evaluating costs in two different dimensions. There are differences between the workers in perceiving the evaluating costs, prevention costs, firm?s quality and process management. The answers average given by the workers between the ages of 30-39 is highly low to the other average of age group. According to the gender of the workers; the answer average on the exterior failure costs of the women is higher than the men workers. This results form the fact that the ones who are in the exterior part when meeting customers, are densely men and thus they encounter with the problems of the customers more. According to the education level of the workers; there are differences between the perception of evaluation costs, prevention costs, interior failure costs and the quality of the firm. The answers averages of the university-graduated workers are lower than the other education level. According to the departments of the workers; there are differences between the perception of evaluation costs, prevention costs, interior failure costs and the quality of the firm. The average answers given by the ones who work in the administrative staff are lower than the other staff workers. Another result of the study is the relationship in the positive direction between sensitive dependency, which is accepted as the healthiest dependency form in the firms, and the quality management. There is no such result for analyzing well the relationship between the quality costs and continuation dependency which is undesirable in the firms.The most important result of the study is the strong relationship, in the positive direction, of process management, quality management system and the performance-oriented dependency with quality costs analysis.Key Words: 1) Quality 2) ISO 9001: 2000 Quality Management System 3) Quality Costs 4) Process Management 5) Performance-Oriented Dependency 6) Productivity 7) Cost 8) Organizational Dependency