Total Quality Management in Metropolitan Municipalities in Turkey


Creative Commons License

Gençkaya Ö. F., Yanar E.

VI. ULUSLARARASI MAVİ KARADENİZ KONGRESİ, İstanbul, Türkiye, 27 - 28 Eylül 2018, ss.517-529

  • Yayın Türü: Bildiri / Tam Metin Bildiri
  • Basıldığı Şehir: İstanbul
  • Basıldığı Ülke: Türkiye
  • Sayfa Sayıları: ss.517-529
  • Marmara Üniversitesi Adresli: Evet

Özet

Municipalities are the closest public service units to people. Human settlements, migration, economic, cultural, educational activities, and tourism increase the scope of and extent of services provided by municipalities. The organizational capacity that includes human resources, finance, and technology is vital in fulfilling these duties. Such comprehensive entities aim at performing quality management in these services, too. Turkey is passing through a transition period in terms of metropolitan administration. The number of metropolitan municipalities and their activities accelerated for efficiency and effectiveness considerations in recent years. These developments challenge the principle of quality management in municipal services. This study attempts to analyze the current state of quality management capacities of metropolitan municipalities and describe the selected good practices.