Belediyelerde Toplam Kalite Yönetimi İstanbul Büyükşehir Belediyesi Gelirler Müdürlüğü Örneği

This paper examines the applicability of total quality management as an management approach in municipalities. After total quality management approach and the models applied on this subjects are generally discussed, total quality management practices in Turkey has analysed based on EFQM Exellence Model. Applicability of total quality management in municipalities, difficulties and gains are analysed in detail in the example of İstanbul Metropolitan Municipality Directorate of Revenues. In addition to literature review, in the case of Turkey the information presented by Turkish Society for Quality (Kalder) is also used within this study. The subject of the study, which is Istanbul Metropolitan Municipality Directorate of Revenues' application, has analysed according to institution's award reference book that shows the total quality and EFQM Excellence Model application of the institution.