Rekabet Üstünlüğü Elde Etmede Toplam Kalite Yönetiminin Etkileri
The Effects of Total Quality Management in Gaining Competitive Advantage

Summary/Abstract: The ability of an organization to produce quality products or services is an important competitive tool. The relationship between quality and competitiveness has become quite evident today. The management philosophy that comes to the fore in the institutionalization of quality is total quality management (TQM). Total quality management is an understanding that directs the course of quality in businesses and shows continuous improvement in linewith customer demands and needs. TQM philosophy consists of seven main themes: leaderhip of top management, customer focus, teamwork, full participation, directed approach, worker training and continuous improvement. The aim of this study is to examine the effects of total quality management philosophy on competitive advantage in the context of airline companies. For this purpose, a research was conducted and document analysis and interview methods were used to obtain the data. The effects of total quality management on gaining competitive advantage are discussed in the research. The qualitystudies of Turkish Airlines (TA), the flagcarrier airline of Türkiye, were discussed in the research. As a result of the research, findings showing the principles of total quality management in TA'spolicy documents and practices were determined.

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