Kalite Yönetim Sistemlerinin Türkiye’deki Geleceği FERHAN BUGAY

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  • T.C.

    BEYKENT NVERSTES

    SOSYAL BLMLER ENSTTS

    LETME YNETM ANABLM DALI

    LETME YNETM BLM DALI

    KALTE YNETM SSTEMLERNN TRKYEDEK

    GELECE

    Yksek Lisans Projesi

    Projeyi Hazrlayan:

    FERHAN BUGAY

    stanbul, 2015

  • ii

    T.C.

    BEYKENT NVERSTES

    SOSYAL BLMLER ENSTTS

    LETME YNETM ANABLM DALI

    LETME YNETM BLM DALI

    KALTE YNETM SSTEMLERNN TRKYEDEK

    GELECE

    Yksek Lisans Projesi

    Tezi/Projeyi Hazrlayan:

    FERHAN BUGAY

    renci No:

    140745081

    Danman:

    Yrd. Do. Dr. Vedat Zeki YENEN

    stanbul, 2015

  • iii

    YEMN METN

    Yksek Lisans devi olarak sunduum KALTE YNETM

    SSTEMLERNN TRKYEDEK GELECE balkl bu almann,

    bilimsel ahlak ve geleneklere uygun ekilde tarafmdan yazldn, yararlandm

    eserlerin tamamnn kaynaklarda gsterildiini ve almamn iinde kullanldklar

    her yerde bunlara atf yapldn belirtir ve bunu onurumla dorularm. 01/09/2015

    Ferhan BUGAY

  • iv

    Ad ve Soyad : Ferhan BUGAY

    Danman : Yrd. Do. Dr. Vedat Zeki YENEN

    Proje Tr ve Tarihi : Yksek Lisans, 2015

    Alan : Kalite Ynetimi

    Anahtar Kelimeler : Kalite Ynetim Sistemleri, Toplam Kalite, Kalite

    Ynetimi

    Z

    Bu proje Kalite Ynetim Sistemleri, Kalite Ynetim Sistemlerinin

    Trkiyedeki uygulamalar ve bu uygulamalara ait gelecee dair ngrlere yer

    veren bilgiler iermektedir.

    Projede Kalite Ynetim Sistemlerinin Dnya genelindeki ve Trkiyedeki

    durumu incelenmi ve Kalite Ynetim Sistemlerinin yeri ve nemine deinilmitir.

    Proje konusu hakknda derinlemesine bilgi edinmek ve sektrel ngrleri

    edinebilmek amacyla Kalite Ynetim Sistemlerinin belgelendirilmesi ve Eitim

    faaliyetleri yrten British Standards Institute (BSI), Trk Standartlar Enstits

    (TSE), Bureu Veritas, SGS Supervise Gzetme Etd Kontrol Servisleri A..,

    Pegasus Danmanlk, Etkin Ynet Eitim ve Danmanlk, Tepe Ynetim

    Danmanlk-Eitim, Inspecco Belgelendirme ve Gzetim Hizmetleri, TUV

    Rheinland Trkiye kurulular ile birebir grmeler yaplarak gncel dokman ve

    bilgiler edinilmitir.

    https://www.linkedin.com/vsearch/p?company=tepe+y%C3%B6netim+dan%C4%B1%C5%9Fmanl%C4%B1k-e%C4%9Fitim&trk=prof-0-ovw-curr_poshttps://www.linkedin.com/vsearch/p?company=tepe+y%C3%B6netim+dan%C4%B1%C5%9Fmanl%C4%B1k-e%C4%9Fitim&trk=prof-0-ovw-curr_pos

  • v

    Name and Surname : Ferhan BUGAY

    Supervisor : Ass. Prof. Vedat Zeki YENEN

    Degree and Date : Master, 2015

    Major : Management and Organization

    Keywords: : Quality Management Systems, Total Quality, Quality

    Management

    ABSTRACT

    This Project contains information and conjecture for the future of Quality

    Management Systems implementations in Turkey.

    In this Project the status of Quality Managenet Systems in the World and in

    Turkey have been examined and its importance is emphasized.

    In order to gather in depth information and to get all assumptions from

    various sectors interviews has been performed with Quality Managenet Systems

    Certification and Training Companies and many documents provided. These

    Companies are as follows;

    British Standards Institute (BSI), Trk Standartlar Enstits (TSE), Bureu

    Veritas, SGS Supervise Gzetme Etd Kontrol Servisleri A.., Pegasus

    Danmanlk, Etkin Ynet Eitim ve Danmanlk, Tepe Ynetim Danmanlk-

    Eitim, Inspecco Belgelendirme ve Gzetim Hizmetleri, TUV Rheinland Trkiye.

    https://www.linkedin.com/vsearch/p?company=tepe+y%C3%B6netim+dan%C4%B1%C5%9Fmanl%C4%B1k-e%C4%9Fitim&trk=prof-0-ovw-curr_poshttps://www.linkedin.com/vsearch/p?company=tepe+y%C3%B6netim+dan%C4%B1%C5%9Fmanl%C4%B1k-e%C4%9Fitim&trk=prof-0-ovw-curr_pos

  • 1

    NDEKLER

    Sayfa no:

    NDEKLER...................................................................................................................................... 1

    TABLOLAR LSTES ............................................................................................................................. 4

    EKLLER LSTES ............................................................................................................................... 5

    GR ................................................................................................................................................. 5

    1. KALTE YNETM SSTEMLER ................................................................................................... 1

    1.1. Kalite Kavram ...................................................................................................................... 1

    1.2. Kalite Kltr ....................................................................................................................... 1

    1.3. Kalite Kltrnn Bileenleri ............................................................................................... 2

    1.3.1. Liderlik ............................................................................................................................... 2

    1.3.2. Vizyon ve Deerler ............................................................................................................ 3

    1.3.3. Mteri Odakl Kalite ......................................................................................................... 3

    1.3.4. novasyon, Yatrm ve Projeler ........................................................................................... 4

    1.3.5. Kuruma zg Kalite Kltrnn Oluturulmas ................................................................ 4

    1.4. Kalite Ynetim Sistemi lkeleri ............................................................................................. 5

    1.4.1. Ynetimin Liderlii ............................................................................................................. 5

    1.4.2. Mteri Odakllk ............................................................................................................... 6

    1.4.3. Takm almas ................................................................................................................ 7

    1.4.4. alanlarn Eitimi ........................................................................................................... 7

    1.4.5. Tam Katlm ....................................................................................................................... 8

    1.4.6. nlemeye Ynelik Yaklam............................................................................................... 8

    1.4.7. Srekli Gelime .................................................................................................................. 8

    1.5. ISO 9001 Kalite Ynetim Sistemi .......................................................................................... 9

    1.5.1. ISO 9001 ............................................................................................................................ 9

    1.5.2. ISO 9001 Kalite Ynetim Sistemi Belgesinin Alnmas ....................................................... 9

    1.5.3. ISO 9001, 14001, 18001 Ynetim Sistemi Standartlar 2015 Revizyonu ......................... 11

    1.6. Kalitenin Tarihsel Geliimi .................................................................................................. 11

    1.6.1. Muayene Aamas ........................................................................................................... 12

  • 2

    1.6.2. statistiksel Kalite Kontrol Aamas ................................................................................. 12

    1.6.3. Kalite Gvence Aamas .................................................................................................. 13

    1.6.4. Toplam Kalite Aamas .................................................................................................... 13

    1.7. Kalite Ynetim Sistemlerine Katkda Bulunanlar ................................................................ 14

    1.8. Kalite Ynetim Sistemlerinin Faydalar ............................................................................... 16

    2. KALTE YNETM SSTEMLERNN DURUMU ........................................................................... 18

    2.1. Dnya apndaki Durum .................................................................................................... 18

    2.2. Trkiyedeki Durum ........................................................................................................... 20

    2.3. Kalite Ynetim Sistemlerinde Karlalan Glkler .......................................................... 22

    3. KALTE YNETM SSTEMLERNN GELECE ........................................................................... 23

    3.1. Amerikan Kalite Dernei (ASQ) 2015 Kalitenin Gelecei Raporu (2015 Future Of Quality) 23

    3.1.1. Eitim ve retmenler .................................................................................................... 23

    3.1.2. Enerji ............................................................................................................................... 24

    3.1.3. Salk ............................................................................................................................... 24

    3.1.4. nternet ........................................................................................................................... 25

    3.1.5. ehirler ............................................................................................................................ 25

    3.1.6. retim ............................................................................................................................. 26

    3.1.7. Savunma ve Havaclk ..................................................................................................... 27

    3.1.8. Mteri Deneyimi ............................................................................................................ 28

    3.2. Belgelendirme, Eitim ve Danmanlk Kurumlarnn Grleri, Rportajlar ....................... 28

    3.2.1. Kalite Ynetim Sistemleri Belgeleri Asndan Bak ........................................................ 29

    3.2.2. Kalite Ynetim Sistemlerinin Etkinlii Asndan Bak .................................................... 29

    3.2.3. Kalite Ynetim Sistemleri Eitimleri Asndan Bak ...................................................... 30

    3.2.4. Sertifikasyon Gereklilikleri Asndan Bak ..................................................................... 30

    3.2.5. Danmanlk Kurulular Asndan Bak ......................................................................... 31

    3.3. Kalite Ynetim Sistemleri ile lgili Aratrma Sonular ....................................................... 31

    3.3.1. Aratrma 1 ..................................................................................................................... 31

    3.3.2. Aratrma 2 ..................................................................................................................... 32

    3.3.3. Aratrma 3 ..................................................................................................................... 32

    3.3.4. Aratrma 4 ..................................................................................................................... 33

    3.3.5. Aratrma 5 ..................................................................................................................... 33

  • 3

    3.3.6. Aratrma 6 ..................................................................................................................... 34

    3.3.7. Aratrma 7 ..................................................................................................................... 35

    3.3.8. Aratrma 8 ..................................................................................................................... 36

    3.3.9. Aratrma 9 ..................................................................................................................... 38

    3.3.10. Aratrma 10 ................................................................................................................... 39

    3.3.11. Aratrma 11 ................................................................................................................... 41

    3.3.12. Aratrma 12 ................................................................................................................... 41

    3.3.13. Aratrma 13 ................................................................................................................... 42

    3.3.14. Aratrma 14 ................................................................................................................... 43

    3.3.15. Aratrma 15 ................................................................................................................... 44

    3.3.16. Aratrma 16 ................................................................................................................... 46

    SONU ............................................................................................................................................ 47

    KAYNAKA ..................................................................................................................................... 49

    ZGEM ...................................................................................................................................... 51

  • 4

    TABLOLAR LSTES

    Sayfa No.

    Tablo-1. ISO 14001 Standardnn Dnya apndaki Durumu20

    Tablo-2. ISO 14001 Standardnn Trkiyedeki Durumu...22

    Tablo-3. Kalite Kavram Konulu Aratrma ............................................. 34

    Tablo-4. Kalite lmlerinin Raporlanmas ile lgili Aratrma ............................... 37

    Tablo-5. Endstrilere Gre Kalite le lgili Eitimler ............................................... 38

    Tablo-6. Kurumsal Ynetim Organizasyonlarnda Kalite Eitimler ......................... 38

    Tablo-7. ki Ylda Bir Yaplan st Seviye Yneticiler Aratrmas...43

  • 5

    EKLLER LSTES

    ekil-1. ISO 9001 Standardnn Dnya apndaki Durumu.18

    ekil-2. ISO 9001 Standardnn Trkiyedeki Durumu.21

    ekil-3. Kalite Kavramnn Tanm ile lgili Aratrma35

    ekil-4. Kalite Kltrn Belirleyen En nemli Bileen le lgili Aratrma..36

    ekil-5. 500 Yneticiye Gre KaliteYnetim Hedefleri......40

    ekil-6. Deerleri Yksek Kurulular ile Deerleri Dk Kurulular

    Arasndaki Operasyonel Farkllklar...42

    ekil-7. Kuruluunuzda Srdrlebilir evre nisiyatiflerinin Seviyesi Nedir?

    Sorusuna Verilen Yantlara Dair Sonular..44

    ekil-8. Organizasyonunuzdaki Kalite Uygulamalarnn Ortaya kard

    En Belirgin Sonu Nedir Aratrmasna Ait Sonu.....45

    ekil-9. ISO Standartlarnn Dnya Genelinde Kullan46

  • 6

    GR

    21. yzyl iinde hemen hemen tm alanlarda yaanan hzl deiim,

    iletmelerin var olma mcadelelerini zorlatrmtr. retimde kalite olarak balayan

    kalite serveni sektrel ihtiyalara bal olarak farkl alanlarda da (hizmet, bilgi,

    yeni rn aratrma ve gelitirme vb.) uygulanmaya balanmtr. Geleneksel

    anlamda, rnn standartlara uygunluundan, amaca ve kullanma uygunlua ve

    ihtiyalar karlama derecesinden kusursuzluk anlayna kadar birok farkl tanm,

    aslnda iletmelerin kalite konusunda anlaylarndaki deiimi yanstmaktadr.

    Bu nedenle Kalite Ynetim Sistemleri hzla artan rekabet gze alndnda

    irketler iin olmazsa olmaz zorunluluk haline gelmitir. Tm Kalite Ynetim

    Sistemleri temem olarak ISO 9001 Sistemi baz a...