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Toplam kalite yönetimi, kalite güvencesi sistemleri, hizmette kalite yönetimi, çevre yönetim sistemi ve endüstriyel uygulama

Başlık çevirisi mevcut değil.

  1. Tez No: 55638
  2. Yazar: GÜLŞEN ÖZKAN
  3. Danışmanlar: PROF.DR. ATAÇ SOYSAL
  4. Tez Türü: Yüksek Lisans
  5. Konular: Endüstri ve Endüstri Mühendisliği, Industrial and Industrial Engineering
  6. Anahtar Kelimeler: Belirtilmemiş.
  7. Yıl: 1996
  8. Dil: Türkçe
  9. Üniversite: İstanbul Teknik Üniversitesi
  10. Enstitü: Fen Bilimleri Enstitüsü
  11. Ana Bilim Dalı: Belirtilmemiş.
  12. Bilim Dalı: Belirtilmemiş.
  13. Sayfa Sayısı: 161

Özet

ÖZET Günümüzde şirket ve kuruluşlar arasındaki yarışmanın hızlanması ile birlikte geleneksel düşük maliyet, yüksek kar hedeflerinin yanışıma öne çıkmaya başlayan yeni kavramların en belirginlerinden birisi de kalitedir. Kalite, giderek toplam kaüte yaklaşımı tüm kuruluşları saran ve rekabet edebilirliğin en önemli koşullarından birisi haline gelmiştir. Bir çok şirket ve kuruluş gelişebilmek için, hatta ayakta kalabilmek için kaliteyi geliştirmeye yönelmiştirler. Aynca dünya pazarındaki küreselleşme oluşumu içinde firmalar pazarda kalabilmek, çetin rekabet koşullarında varlıklarını sürdürebilmek için toplam kalite yönetimi felsefesini benimsemeli, gereklerini tam olarak öğrenmeli ancak ondan sonra uygulamaya geçmelidirler. Çevre yönetimi konusunda ülkemizdeki bilinçlenme yeterli değildir. Bu kavram ülkemiz için henüz çok yenidir. Bu nedenle çevre yönetimi de çalışma konusuna dahi! edilerek ilgili kavramlara ve çevre yönetim sistemi konusuna açıklık getirilmeye çalışılmıştır. Bu çalışmanın bir amacı, SPSS for Windows ile değerlendirilen bir anket ile akaryakıt dolum tesislerinde hizmet kalitesi açısından mevcut durumun gözlemlenmesi ve geniş bir literatür ve kaynak araştırması ile tam olarak yerine oturmamış bir çok kavrama mümkün olduğunca açıklık kazandırmaktır. Dört firmada toplam 123 denek ile yapılan anketlerin değerlendirilmesi sonucunda akaryakıt dolum tesislerinde kaliteli hizmet anlayışının yerleşmediği ve kaliteli hizmet kavramının tam olarak oturmadığı görülmektedir. Elde edilen sonuçlar akaryakıt dolum tesislerinde toplam kalite yönetiminin temeli olan müşteri memnuniyeti ve müşteri tatmini düşüncesinin yerleşmediği görülmüştür. Bu işletmelerin yöneticileri ile yapılan kişisel görüşmelerde ISO 9000 belgesinin bu sektördeki gereksizliği düşüncesinin yaygın olduğu gözlemlenmiştir. Bu konudaki bilinçsizliğin giderilebilmesi görevi üniversitelere düşmektedir. Bu yüzden üniversite ile sanayi arasındaki işbirliğinin sürekliliği sağlanmalıdır. XV

Özet (Çeviri)

SUMMARY TOTAL QUALITY MANAGEMENT, QUALITY ASSURANCE SYSTEMS, QUALiTY MANAGEMENT AT SERVICE ENVIRONMENT MANAGEMENT SYSTEM AND INDUSTRIAL PRACTICE There has been many changes in the last 50 years and it is definitely impossible to think that Turkey will not be effected by these changes. As tecnology develops rapidly the effects spread with great acceralation. Today people, fondations, firms and by global means countries which are not capable of conforming these changes can not compete with their rivals and fall behind time. Today it is well known and accepted by everyone that the key word is quality, the satisfaction of customer spesifications. Companies who fail to meet customer complaints with their products or services do not have the chance to compete in international markets. Within today's economic systems based largely on competition, the quality is the need to comply with the call for a continuous development of the quality of goods and services in the trade. Yields of high-quality work are evident : satisfaction derived from performing the work in the best manner possible, productivity, time gained through performance right the first time and moral prestige derived from being quality-conscious. The best existing model applicable to contemporary world for survival of an establishment is Total Quality Management (TQM ). TQM is a model assure perfectionality at all processes starting from perception of customer needs, i.e. marketing activities, to the total customer satisfaction,i.e. after sales activities in order to attain customer loyality. TQM' basic principles are leadership and commitment, custumer focus and total customer satisfaction, training and education, teamwork, continious improvement. TQM is a system that is seeks to increase company profits by achieving total quality customer. This realized by continiously optimizing all asppects of the production process with respect to customer needs. XVITQM philosophy offers a compheransive program for creating a quality production process. The ISO 9000 standarts can easily be incorporated into such a program. Although the TQM concepts are powerfull, they have some disadvantages. The number of meetings required is a significant problem associated with reengineering a company this meetings often keep key personnel from doing their usual job. Many TQM concepts, such as mistake proof processing and just-in- time delivery do not work well in every industrial environment. Companies must mold and tailor each TQM concepts to fit their industrial environment and existing culture ISO 9000 series is a set of standarts that were developed during the 1980s by the International Organization for Standardization to establish basic, uniform requirements for quality assurance systems. These standarts are generic, not specific to any particular product or industry. They are used by manufacturing and service industries alike. They were developed with the goal of effectively documenting the quality system elements to be implemented in orter to maintain an efficent quality system within the companies. ISO 9000 is a set of standarts that is a model for quality assurance systems and is guidelines. The ISO 9000 standarts define the minimum requirements of a qualitry assurance system. ISO 9000 consists of set of five standarts. Three of this five standarts address spesific quality systems. These are ISO 9001, ISO 9002 and ISO 9003. Two are guidelines for the quality system requirements. These are ISO 9000 and ISO 9004. The definitions of this standarts are following; ISO 9000: A guideline for selection and the use of quality management and the quality assurance standarts ISO 9001 : A model for the assurance of the quality systems for design and development, production, installation, and servicing ISO 9002: A model for the assurance of the quality systems for production and installation ISO 9003: A model for the assurance of the quality systems for final inspection and tests. ISO 9004: Guidelines for quality management and quality systems elements. ISO 9000 is not only a mesaurement or a control system, but is a quality management system, it is a way of doing business. Some areas most affected by ISO 9000 certification are following;. Document control xvuQuality records Process control Inventory control Shipping and receiving Purchasing Inspection and testing Training A particial list of major banefits of ISO 9000 are below Control of process/product Reduced staffing through reduced scrap, rework ect. International markets potential More selective domestic markets Documented quality control Effective internal audit and corrrective action Foundation for total quality Cost and yield improvements Cycle times reduced Improvements of production to schedule Reduced inventories There are some disadvantages to ISO 9000 certification;. Certification cost about $20000, not including worker hours required to implement the system. Loss flexibility is inevitable. Documentation associated with a process change can be so ovelwhelming that change is avoided.. Standarts provide that seeks to increase only a system by which consistently monitor quality not ensure quality Companies are beginning to recognize that ISO 9000 registration is a virtual neccessity for competing at the international level. They are also discovering that implementing a quality system that meets ISO 9000 requirements can be confusing, costly and consuming. The road to ISO 9000 registration has been paved by companies willing to share their proven methods for implementing effective quality systems. In this project, Road map to ISO 9000 registration is suggested as below; 1.Securing management decision and commitment 2. Choosing appropriate standarts 3. Planning and training personnel resources 4. Determining present position 5. Documentation XV1U6. Choosing a registrar 7. Preassessment 8.Registaration assessment and achieving registaration 9.Rewiev periodically and assesment itself ISO 9000 and TQM supplement each other. A succesfull TQM effort will have a quality system that is the similar to the ISO 9000 quality system. Therefore, a corporation that has succesfully woven TQM into the fabric of its business should need only minor changes to meet ISO 9000 registration requirements. Although ISO 9000 and TQM supplement and support each other, they do have different objectives, evaluation and improvement process and management and succes goal. It is essential to understand both approaches and their relationship to each other to ensure that both are applied appropriately so that their benefit can be achieved. The ISO 9000 process is only one of the foundations for TQM. Many organizations today are playing with the process without achieving any measurable results. The ISO 9000 process feeds the ISO 9000 process by formalizing a methedology to make decisions to determine whether products and services meet established quality levels. TQM has been adopted as a new approach for its wide applicability to management systems and processes ; its applicability has been extended to manage environmental processes, which become very important both for industry and the surrounding world. Industries must integrate environmental issues in their strategies not only to remain competitive in today's market but also to avoid being discarted and, eventually left out of the market itself. ISO 14000 series are generic environmental management standarts. They will provide scructure and systems for managing environment with legistaative and regulatory requirements. They will affect every aspect of a company's environmental operations Benefits of ISO 14000 standart are that they will! provide a worldwide focus on environmental management;promote a voluntary consensus standarts approach; harmonize national rules, labels and methods bby minimizing trade barriers and complications and promoting oredictability and consistency; and demonstrate commitment to maintaining and moving beyond regulatory environmental performance compliance. Service is the results generated, by activities at the interface between supplier and the customer and by supplier internal acitivities, to meet customer needs. Quality objectives at services are below XIX. Customer satisfaction consistent with professional standarts and ethics.. Continious improvement of the service. Giving consideration to the requirement of society and environment. Efficiency in providing the service At this project, to determine the level of service quality at fuel-oil filling areas.A research were made among a hundred- twenty-three the tanker drivers at four firms. XX

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