The Effect of EFQM Excellence Model on Institutionalization Perception.

      Аннотация: In the study about the total quality management and the EFQM excellence model’s effect on institutionalization perception which was applied for this purpose, the findings of the institutionalization perception of ?anl?urfa Metropolitan Municipality employees, suppliers and citizens receiving service from the municipality were found to show significant positive development after total quality management and EFQM model. It has been observed in the literature that there is supportive work in this direction. The municipalities’ practice of the quality endeavors of private institutions, which are public institutions, was found to have positive effects on satisfaction of the employees, suppliers and citizens of the institution. This study and the results obtained from the literature will lead municipalities to give effort to the quality management; the dissemination of the application of the EFQM model, which is a European quality management understanding, will ensure that the institutionalization that should actually happen will emerge in the municipalities.

Ключевые слова: EFQM, institutionalization, Perception, public, municipality, EFQM excellence model, European quality management