Yükseköğretim Kurumlarinda ISO 9001: 2008 Kalite Yönetim Sistemi Uygulamalarında Karşılaşılan Sorunlar: Bir Devlet Üniversitesi Örneği

Until the introduction of the concept of quality to our daily lives, the internet and its easy access to the service provided becoming part of our lives, thus societies have become conscious consumers. Differentiation in the balance of supply and demand along with these developments, there has been major alterations in the production of design and its delivery to the market. As a result of these changes, International standard organizations have created universal standards to improve the quality of product and service both in domestic and foreign markets. ISO 9001:2008 needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements, and aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements. While this system is not fully seated in public institutions, similar kinds of standards still seem trend by many public institutions. This study analyzes the problems of a state university in Istanbul after they adopted ISO 9001:2008 quality management system. The three major inhibitors of quality management system were lack of support by management, bureaucracy and personnel resistance to change. In order to achieve continuous improvement in the system top management support, involvement of personnel and feedback by service users are required.