Toplam kalite yönetiminde mükemmellik modelinin incelenmesi: Sağlik sektöründe bir araştirma

Quality is the level of meeting the needs and expectations of consumers precisely. In today?s competitive environment, quality has become an essential element for all business organizations. Total Quality Management is a management philosophy that aims to maintain the efforts of companies on the way to reach quality by concentrating on the elements which are key factors for success. Reaching product and service quality through improving the quality of all the departments and processes of a company and every element related to the company underlies Total Quality Management.The efforts of organization to improve the quality have gone beyond the philosophy of Total Quality Management due to the environmental factors changing throughout the years. The excellence Model that was put forward by European Foundation for Quality Management is a model aiming the ultimate in efforts for quality and excellence in quality. In this model, necessary inputs and processes for product and service, results of these processes and quality improvement efforts to be made for every element of a company are indicated, and thereby the methods for reaching excellence in quality are presented. Due to their certain characteristics, health institutions may display a complicated structure in terms of efforts for quality. Hence detailed and explanatory structure of the Excellence Model is a guide for quality improvement applications in health sector.The aim of this dissertation is to present the feasibility of the Excellence Model in health sector and the relation among the elements of the model through statistical research results. This study includes four parts. The first part is devoted to the philosophy of Total Quality Management. The second part analyses the Excellence Model and presents the hypotheses of the study. In the third part the methodology of the study and statistical data related to the questionnaire are presented, and the hypotheses are tested. Finally, the fourth and the last parts are devoted to the results of the study, their applications and further research.