Toplam kalite yönetimi ve Türkiye perspektifi

Abstract

Bilgi çağına girdiğimiz bugünlerde iş hayatında ve toplumda iki oluşumun geliştiğim görüyoruz. Bunlardan birincisi elektroniğin toplumun her kesiminde olduğu gibi üretim teknolojilerine de girmesiyle gerçekleşen otomasyon, ikincisi ulusal pazarların bölgesel pazarlara, oradan da globalleşmeye giderek liberalleşmesi, doyuma ulaşan pazarlarda bir kapasite fazlasının oluşması neticesi kalite kavramının yeni bir aşamaya gelmesi. Teknolojinin gelişmesi ve rekabet koşullan, dünyada "kalite" konusuna verilen önemin son derece artmasına neden olmuştur. Bugün rekabet, kalitenin yeni öğeleri olan fiyat ve zaman üzerinden yapılıyor. Artık müşteriyi tatmin etmek ancak ona istediği süre ve tarihte, ödemeye hazır olduğu fiyattan ürünü veya hizmeti vermekle mümkün. Dış pazarlara açılmak zorunda olan ülkemizde daha kaliteli, daha ucuz, daha hızlı ürün ve hizmet sunma yansına girmelidir. Kalitesiz ürün ve hizmet sadece ihraç edilebilir ürün miktannın azalmasına neden olmayıp aym zamanda - İşletmelerin büyümesini, - Ülkenin refah düzeyinin artmasını, - Yaşam kalitesinin yükselmesini, - Gelişmeyi, engellemekte ve hammadde, işgücü, enerji zayiatına neden olmaktadır. Kalite olgusunun dünya çapında giderek önem kazanması ile kalite kontrol konusunda, ileri ülkelerde ve uluslararası kuruluşlarda, "Toplam Kalite Kontrolü", "Kalite Kontrol Çemberleri", "Kalite Güvenliği" gibi ileri teknikler geliştirilerek uygulamaya konmuştur. Tüm dünyanın Japon mucizesi olarak bir süre izlediği gelişmeler artık Japon gerçeği olarak kabul edilmiş, değişik isimlerle de olsa Toplam Kalite Yönetimi rekabet için benimsenen bir yönetim tarzı haline gelmiştir. Bütün yönetim tanımlarının, istisnasız hepsinde "belirlenmiş amaçlar" ibaresi vardır. Günümüzün çağdaş yönetim anlayışında amaçların tümünde kalite ve kalitenin sağlanması ağırlıklı önem taşır. Toplam Kalite Yönetiminde temel misyon değişimi yönetebilmek ve kaliteye ulaşmaktır. Kalite burada klasik anlamının dışında, yeni bir ifadeye sahiptir. Kalite müşteri isteklerinin karşılanmasıdır. Dinamik pazarlarda ve yıkıcı rekabetin karşısında ayakta kalabilmek ancak Toplam Kalite Yönetimi felsefesini benimsemekle mümkündür.

Nowadays we feel the age of information and see the development of two things. The first is the automation which is caused by introduction of electronics to the production technology. The second is the new position of quality concept. Today national markets are expanding to regional markets than to global markets. There are many international corporations which produce same product. So the concept of quality became very important because of the improvement of technology and increase of competition. Nowadays the competition is on the new items of the quality such as time and price. The only way to satisfy the customer thus preserve the market share is to give the product or service at the time he want's to the price he plans to pay. Our country is in the process of integration to the global markets. In order to acquire this result we have to produce very qualified cheap and fast services and products. Unqualified productions not only decrease the exportable product quantity but also it prevents the expanding of facilities, the increase of living standards, the welfare of the public and the development. Lack of quality also causes to the waste of work-power and energy. Owing to the advanced technology and increased competition, importance attached to quality has increase a great deal. In Turkey, the first step towards integration to the global markets is quality production. Unqualified production not only leads to losses due to the decreased exportable product quantity, at the same time it prevents, - The further expanding of facilities, - The increase of living standards, - The development and it also leads to the waste of raw material, work power and energy. IX Due to the feet that the quality concept become very important, the advanced countries and international corporations developed and practices new quality techniques such as "Total Quality Control"; "Quality Control Cycles"; "Quality Assurance" etc. Total quality management (TQM) is a philosophy and a quality process designed to prepare a manufacturer for world class competitiveness. TQM is a system of management that has customer satisfaction as its primary business objective. In TQM, the customer is anyone within the supply chain that receives materials from a previous step in the supply process. Customers can be both internal and external to the organization and include those receiving raw materials, work in process, or finished products. A TQM management system begins with top management commitment and leadership. Management determines the total quality vision and plans for the organization, and must review and encourage its progress toward the achievement of total quality. The total quality approach to this has four steps. 1- Make quality a full and equal partner with innovation from the inception of product development. 2- Emphasize getting high quality product design and process matches up- stream-not after manufacturing planning has already frozen the alternatives. 3- Make full service suppliers a quality partner at the beginning of design rather than a quality surveillance problem later. 4- Make the acceleration of new product introduction-not its slowing down- a primary measure of the effectiveness of a company's quality program. Although practiced for almost a decade, total quality doesn't have the same meaning for everyone. For some, it is doing things right the first time or a combination of teamwork and participative management with strong leadership from the top. For others, it is defect-free products or doing things with excellence or perfection. For many, it is synonymous with customer satisfaction. Total quality consists of simultaneously satisfying all of an organization's stakeholders: shareholders, customers, and management and nonmanagement employees. Shareholders look for a quality return on their investment, customers expect quality products and services, and employees strive for quality of life. This is also known as the total quality triad (Figure 1). To satisfy the stakeholders by achieving the objectives of the triad, upstream partners (subcontractors and suppliers of raw materials and services) as well as downstream partners (distributors, wholesalers, retailers, carriers, installers, and repairers) must collaborate with all Figure levels of the company's personnel. Moreover, in the current environmentally conscious society, companies must add protection, enhancement, and respect for the environment to their global objectives. Total quality management has evolved to help achieve and maintain total quality, and it includes human, logical, and technical aspects (Figure 2). Philosophy Profit oriented Customer driven Employee centered Partner assisted Environmentally conscious Figure 2 XT The events that everybody watched as a Japanese miracle is now accepted as Japanese realities. Today Total Quality Management is accepted as an effective style of management. Even if the name for it is different, Total Quality Management is practised by a wide range of corporations [2], In every definition of management without any exception there is a Mark of "determine goals". In the contemporary understanding of management one of the most important thing is the quality and to acquire quality. Basic mission in Total Quality Management is to manage the changes, the developments, the improvements, the proceses and the acquire the quality by this way. In this point "quality" gains a different meaning then we use classically. QUALITY IS TO SATISFY THE CUSTOMER. In the dynamical markets where the hardness of competition usually destroys the weaks; the only way to resist is to accept the Philosophy of Total Quality. In this thesis Total Quality Perspectives are analysed Beginning from the quality and its meaning, quality management techniques has been taken up. Then the understanding of quality and Total Quality Management is explained. At the end we give a wide place for the Türkiye Perspectives of Total Quality. Expecially we have done some researches on the corporations which have gained quality prices. Then we look at the corporations which has accepted quality management and tries to practice it. Those are 1- Quality Management in BRISA 2- Total Quality in TEI 3- Total Quality Management in Topkapı Şişe Cam A.Ş. 4- Total Quality Management in Paşabahçe 5- Quality Management in Goodyear 6- The wiew of quality in Lever and Ekinciler. In the first; The Introduction an the aim of the subject is mentioned. In the second chapter Quality and basic concepts of Quality Control is explained. In the third chapter Quality Assurance System has been analysed and the relations between the Quality Assurance and Quality control is established. In the forth chapter the Quality Circles are placed. The Quality Circles are the areas of practise of Total Quality understanding and they are the vessels of a system That's why the Quality Circles are very important. In this chapter the concept of quality circles are overwiewed. Also the activities about setting up of Quality Circles in the facilities has been analysed in detail. In the fifth chapter the Total Quality Control is defined and its areas of activity is taken up. xii In sixth chapter is about the Total Quality Management. In Total Quality Management by the means of continuous improvement not only satisfy the customer but also the employees. So the processes of continuous improvement is included in Total Quality Management. Total Quality Management is directed to improvement in every areas. This is a dynamical understanding which has as a first subject human factors and human participation. In the seventh chapter the subject is the Türkiye Perspectives of Total Quality Management. Because of the importance of the subject the reflections of the Philosophy of Total Quality Management is taken up both for Turkey and for the world. Finally we conclude that every corporation want to give qualified, cheaper and faster products and services. Total Quality Management which is first used by Japanese is now accepted as a management style by now accepted as a management style by most of the European Countries and USA. In the high of this facts the quality become a popular subject due to the increase in comptetion and variety of customer needs.