Total quality management at local government and application example

The political and socio-economical changes in the world scale have been causing to redefine the government-society relations. Citizens have new demands and expectations of new public services. These developments forces government to be restructured in effective and productive way. In fact, the seeking of more effective and productive management models have been always an issue. These issues have especially got importance in local government. Nowadays it is argued for public sectors about TQM which has been applied at private sectors for a long time. The main goal of this thesis is to analyze the TQM approach at local government. At the first chapter, with the headline of "TQM at Local Government and Application Example", the local govenment and TQM had examined. At the first part of this chapter, it is mentioned the existence reasons of local government by the view of local government concept. The factors that forces municipalities to restructure and new administrative system components had told. The theoretical base of quality, TQM and ISO is presented in conseptual-wise. Then according to the sectoral structure, it is mentioned of quality valuation. At the second chapter the municipalities which are appling the TQM approach are compared. In tins chapter the conceptual frame of survey is drawn. One of the reason of choosing Bahçeşehir and Degirmendere Municipalities is that both of them are working in a narrow rural area. Municipality of Degirmendere which has been working about TQM is the first one. Municipality of Bahçeşehir has just began to apply TQM. With socio economic wise, the heterogemty of the public services, the possibilities and productivities, it is accepted and evaluated that Degirmendere is a typical, Bahçeşehir is an a-thpical model. This chapter is ended by the analizes subjective impression which has taken from the deep interviews. At the end of the thesis, meorical and applied studies are evaluated and presented, suggestions were given of QTM studies.