Toplam kalite yönetiminde iç müşteri kavramı: tekstil sektörü üzerine bir uygulama

Abstract

Total Quality Management (TQM), which is one of the contemporary management approaches, goes beyond quality product and service concept today. TQM provides superior competitiveness for businesses according to classical management approaches. The aim of TQM is to provide the development and continuity of firms by creating customer satisfaction. This objective is achieved by taking the human to the focal point and ensuring full participation of the operating staff in this system. Employees at TQM are defined as internal customers, and they have important roles in gaining the expected benefit of this management system. In this study, the concept of internal customer in TQM and its importance are examined in terms of textile sector. In this context, the problems encountered in TQM implementation, system implementation requirements and benefits are discussed on the basis of internal customer concept. Within the scope of the study, a questionnaire was applied to textile enterprises operating in Denizli and the obtained data were evaluated by means of SPSS 16.0 program. As a result of the research, it has been seen that the concept of internal customer concept in TQM in textile enterprises is not understood sufficiently.