İnşaat projelerinde bir toplam kalite modeli uygulaması
An Application of total quality model in construction projects
- Tez No: 97956
- Danışmanlar: PROF.DR. EKREM MANİSALI
- Tez Türü: Yüksek Lisans
- Konular: İnşaat Mühendisliği, Civil Engineering
- Anahtar Kelimeler: Belirtilmemiş.
- Yıl: 2000
- Dil: Türkçe
- Üniversite: İstanbul Üniversitesi
- Enstitü: Fen Bilimleri Enstitüsü
- Ana Bilim Dalı: Belirtilmemiş.
- Bilim Dalı: Belirtilmemiş.
- Sayfa Sayısı: 175
Özet
ÖZET inşaat projelerinde bir toplam kalite modeli uygulaması Günümüzde kalite, tüketicilerin istekleri ile üretilen mal ve hizmetlerin bu istekleri karşılayabilme yeterliliği olarak algılanmaktadır Kaliteye bakış ve değerlendirme biçimindeki bu“tüketici ağırlıklı”yaklaşım, günümüzde rekabetin hızla artan etkisi sonucu ortaya çıkmıştır. Bu rekabet ortamında bir kuruluşun rakiplerine üstünlük sağlamasının tek yolu; ürettiği mal ve hizmetlerin tercih edilir olma özelliklerini geliştirmesidir, yani fiyatı uygun, zamanında ve istenilen yerde teslim edilebilen ve hepsinden önemlisi kaliteli ürün ve hizmet üretmektir. Kalitenin gelişmesi neticesinde ise Toplam Kalite Yönetimi kavramı gelişmiştir. Toplam Kalite Yönetimi'nde üst yönetime büyük sorumluluklar düşmektedir. İşletmenin olanaklarım en iyi biçimde değerlendirerek maliyetleri düşürmek ve kaliteyi iyileştirmek suretiyle müşterilerin tatminini ve bağlılığını artırmak, her işletme yönetinıinin temel hedefidir. Bu amacın sağlanması ancak Toplam Kalite Yönetimi'nin doğru ve tutarlı uygulanması ile mümkün olabilmektedir. Bu nedenle üst yönetim işletme olarak Toplam Kalite Yönetimine geçişte ilk olarak kendisini değiştirmelidir. Bunu yapabilmesi için de değişim ihtiyacının farkına varılması ve değişmeyen tek gerçeğin, değişim olduğunun anlaşılması gerekmektedir. Hizmet ise müşteri tarafından anlaşılması zor bir kavramdır. Çünkü alınışında mal gibi direk bir temas yoktur. Sadece göreceli kavramlar vardır. Hizmet üreticisinin yapması gereken en önemli şey, ürettiği hizmeti müşterinin algılayacağı boyuta ve özelliklere indirgeyebilmesidir. Soyut bir kavram olan hizmeti, işletmeler mümkün olduğunca somut hale getirmelidir. Somut hale getirilen hizmette uygulanacak yöntemler aynı olsa bile uygulama ve sonuçlar farklıdır. Çünkü hizmet çeşitlidir ve hizmet ayrı özelliklere ve faktörlere sahiptir. İşte bu anlamda kalite kavramı, hizmeti somut hale getiren bir faktör olmuştur. Kaliteli hizmet, aranan bir özelliktir. Kalitenin hizmete bu kadar kolay yerleşmesinin bir başka sebebi de insanların artık eğitimin kalitesi ile kaliteli mallar ve hizmetler istemesinden kaynaklanmaktadır. Böylece kalite olgusu diyebileceğimiz bir yaklaşım, hizmet sektöründe vazgeçilmeyecek bir yer edinmiştir. Toplam Kalite Yönetimi bir sistemdir. Hizmet sektöründe sistemin başarılı olabilmesi için, kalite yönetimine geçişte belirlenen kalite programında en büyük önem çalışanların eğitimine verilmelidir. Yönetim, müşteriler ile direkt diyaloga girenler başta olmak Vlllüzere, tüm personelin, motivasyonu, eğitimi, gelişmesi ve performansım arttırmasını teşvik ve gerekli önlemleri almalıdır. En son aşama ise, tüm sistem elemanları ile Toplam Kalite Yönetimin 'de standartların belirlenmesi ve sistemin belirlenen standartlara uygun şekilde dökümante edilmesidir Toplam Kalite Yönetimi'nin devamının sağlanabilmesi için sürekli denetim şarttır. Gerek işletme içinde planlanan İç Kalite Tetkikler, gerekse bu işi yapmak için akredite edilmiş profesyonel denetim kuruluşları tarafından yapılan Dış Tetkikler ile sistem belli aralıklarla denetlenir. İGDAŞ yönetimi ise 2000'li yılların kalite yılı olacağı bilinciyle, Toplam Kalite Yönetimi ilkelerine hizmet edecek faaliyetlere büyük önem vermektedir. Müşteri odaklı bir yönetim anlayışı benimseyen İGDAŞ, müşterilerine en iyi ve en güvenli hizmeti verebilmek için en son teknolojik gelişmeleri takip ederek Toplam Kalite Yönetimi'nin önemli bir ilkesi olan sürekli gelişme prensibini de yerine getirmiş olmaktadır. IX
Özet (Çeviri)
SUMMARY AN APPLICATION OF TOTAL QUALITY MODEL IN CONSTRUCTION PROJECTS The quality concept is directly related to the degree of convenience of the products and services to the expectations and necessities of the customers. It is obvious that the most important factor which affects the performance of a company on the long run is the quality of the products they manufacture and the services they offer. For this reason, carrying out the activities regarding the acquiring and improving the quality of products and services in a professional and contemporary approach, emerges as the most important opportunity for an establishment to take advantage of. When we study the way the quality concept is perceived today, we see that the demands of the consumers and the products and services have the qualification to meet this production. This approach with“emphasis on consumer”which is in the form of view and evaluation of the quality, come on the scene with the rapidly increasing effect of competition today. In this competitive environment, the only way through which a company can be superior to the others is the improvement of the preferability of its products and services. That is to say, to manufacture or produce economic and, what is the most important, quality products which are delivered on time and at the required location. As a result of the development of the quality concept on all aspects, the Total Quality Management, which can be applied on all sections of service and manufacturing sectors, has been developed. The top level managers have big responsibilities in the application of Total Quality Management. The basic targets of every management are to reduce the costs by utilizing the possibilities of the enterprise, and to increase the satisfaction and loyalty of the consumers by improving the quality. The achievement of the targets is only possible through the application of Total Quality Management in a correct and consistent way. For this reason, the top level managers must first change themselves in transition to Total Quality Management. In order for them to succeed in this, they have to become aware of the necessity to change and to understand that the only thing which remains unchanged is the change itself. The essential subject of the study is the Total Quality Management in service sector; so, when we study the service sector, we see that quality, which is an abstract concept, transforms the service, again which is an abstract concept, into a concrete concept. The reason why quality is integrated with the service this easily is that the customers can no more put up with the products of poor quality. This is mostly because of the effect of the better education level of the customers and the improvement of the customer rights. This concept, which is called“quality formation”thus secured its place in the service sector.Total Quality Management is a whole system and in order to succeed, it is important that there must be an appropriate atmosphere within the enterprise besides the appropriate technologic and economic substructure. For this reason, the mission belongs to top level managers. The top management must establish an effective and productive Total Quality Management in order to make the services presented by the service enterprise completely meet the expectations and demands of the target customer mass. In order to make the system be productive and effective, it is obligatory to determine the qualification of the service and the distribution of service, to inform all the personnel and to control whether the presentation of the service is done that way. Another responsibility of the management is to constitute the quality policy, determine the mass targets, announce these, and to take the matters like understanding, application, and continuation under guarantee. The most important subject to pay attention to is the necessity of definition of the responsibilities and powers of the personnel, whose activities effect the quality of the service, clearly. The management must ensure that the quality system has been constituted, it is inspected, continuously measured and revised in order to improve. The revision of the management must also include the efficiency of application of the quality policy and the achievement of the quality targets. In order for the system to be successful, the biggest importance within the quality program, which is designated at the transition to the quality management, must be given to the training of the personnel. The management must take necessary measures in order to provide the motivation, training, improvement of all the personnel. The next phase is to define the standards at Total Quality Management together with all the elements of the system and to document the system according to the standards. This matter is vital, because the quality level achieved must be continuous. It is a known reality that the ISO 9000 standards, which are accepted by enterprises in all developed countries and which also put in practice at the enterprises in Turkey, will provide big benefits to the application of Total Quality Management successfully. In this respect, the ISO 9000 standards can be compared to“driving license”. In order for someone to drive a vehicle, he must have driving license. However, the fact that that driver has a driving license does not mean that he can drive it perfectly. Because Total Quality Management is based on customer satisfaction, techniques must be developed in order to measure the level of satisfaction, data must be collected and they must be analyzed. While analyzing these data at service enterprises, it is possible to make use of the techniques which are used at manufacturing sector. In fact these statistical techniques can be used not only in the analysis of customer satisfaction, but also in all the phases of quality management. Because the findings obtained from the analysis show where the system hampered and where the problems occurred, the next step is to improve the system and to perform activities to eliminate the problems and prevent the repetition of it. These phases generally carried out by the groups, which are called Quality Circles, at the companies. XIThe continuous inspection is obligatory in order to provide the continuity of the constituted Total Quality Management. The system is periodically inspected both by the Domestic Quality Inspections which are planned within the company and by the Foreign Inspections which are carried out by professional inspection institutions especially accredited for this purpose. Knowing that 2000's will be the quality age, IGDAS management considers the activities, which will serve the principles of Total Quality Management, very important. Adopting a customer oriented management intellect, IGDAS fulfills the continuous development principle of Total Quality Management by following the technological developments in order to supply the best and the safest service. There are people who provide quality in service, and personnel who are in face-to-face contact with the customers or who provide the service to meet the expectations of the customers, in a safe way at IGDAS. With this sense, IGDAS pays utmost attention to training and motivation of its personnel. The personnel are trained in technical and in managerial subjects and also the business environment is made enjoyable by social, cultural and sports activities by allocating a big share in the budget. With the sense that considers the quality in service at the customer services point as essential, new projects are prepared and operation of the system is continously inspected via reportings and inspecting activities. The customer surveys are important activities whose results show the position of IGDAS in the supply of service and what should be done to improve it. Because the natural gas presents danger because of some specific conditions, one of the customer expectations is the delivery of natural gas in a safe way. IGDAS supplies a technology, which is even more advanced than the one in many European countries, to the customer service concerning this subject. The 187 telephone line and SCADA activities are carried out and they are continuously updated with new technology. Today, the businesses give utmost importance to the quality and how the quality must be managed. IGDAS has already set up the sub-structure which is required by Total Quality Management with its continuosly improving contemporary structure. The only thing IGDAS must do is to get the ISO 9000 certificate which is defined as the driving license of the Total Quality Management as mentioned above. In order to succeed it, the quality policy and the quality targets must be determined and a quality system must be established and documented. Xll
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