INTRODUCTION OF
QUALITY MANAGEMENT IN
THE REVENUE
ADMINISTRATION
Yıldırım BOZBIYIK
Strategic Development Department – Head of Group
Senior Programme Officer– SPO
CONTENT
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TQM Model That Would Be Used
Why EFQM?
Purposes
Project Budget
Project Activities
– Trainings
– Self- assessment
– Benchmarking
– Process-Based Management System,
– Suggestion Improvement System,
– Feed-Back System for Employee and Tax
Payers,
– Employee and Taxpayer Satisfaction Polls
• What Do We Succeed
TQM MODEL THAT WOULD
BE USED
EFQM
European
Foundation of
Quality
Management
Why EFQM?
To follow the increasing trend in Total Quality
Management over public institutions
EFQM is an effective system to achieve:
Efficiency, affectivity, accountability, transparency
Performance management,
Strategic management
Participatory Management
And also
Sustainable success through innovation
Purposes
• To improve the administrative capacity and efficiency of
the tax administration
• To train the human resources of TRA with reference to
implementation of EFQM excellence model,
• To establish the infrastructure for the implementation of
EFQM model,
• To improve the quality of tax payer services,
• To achieve an increase in voluntary compliance with
the tax system and increase the tax revenues
PROJECT BUDGET
Toplam 1.184.300 €
Project Activities
• Trainings
• Establishment of infrastructure for the implementation of EFQM
model (Self- assessment- Benchmarking),
• Setting of Process-Based Management System,
• Creation of Suggestion Improvement System,
• Creation of Feed-Back System,
• Application of Polls for Employee and Taxpayer Satisfaction
TRAININGS
Training Target Groups:
– TRA headquarter staff (1.550 person),
– Staff of Ankara Tax Office Directorate and 6 pilot Tax Offices (480
person)
– Trainees that would train the staff of local offices of TRA (500
person)
– Staff that would be trained by the trainees ( 35.787 person)
– Process management teams(300+ 120)
– Self-assessment and benchmarking teams (60+40)
Training Programmes: Effective Communication, Process
Management, Strategic Management, Process from Strategy,
Introduction to EFQM Excellence Model and TQM, Techniques of
Problem Solving and Teamwork, Leadership, Benchmarking and Selfassessment
Goal: Providing awareness of the new management model and
practice of the new management tools.
SELF-ASSESSMENT
• Is a tool used for diagnosing the strengths and the
improvable areas of the organization.
• There would be done three self-assessment
within the project.
Goal: To do self-assessment every year with the
staff that would gain competency during the
project and to produce projects on y-the
improvable areas.
BENCHMARKING
• Provides defining the improvable areas by
comparing the organization with good practice
examples.
• Organizations, could define their position among
the EFQM user organizations, they could also
follow their progress
Goal: To do benchmarking every year with the
staff that would gain competency during the
project and to produce projects on the
improvable areas.
PROCESS BASED
MANAGEMENT SYSTEM
Activities Within Project:
• Analysis of the processes,
• Determination of improvable processes
• Enabling process standardization,
• Linking processes with the strategic planning and
developing performance measurement criteria.
Goal: Establishing a process based management
system and increasing the efficiency of the
processes
SUGGESTION
IMPROVEMENT SYSTEM
Goals:
• To establish a tool that would enhance
the creativity and talent of the staff and
also encourage their voluntary
participation to the management.
• To realize the suggested projects of the
staff after a systematic evaluation
process.
FEED- BACK SYSTEM FOR THE EMPLOYEE
AND TAX PAYERS
Goals:
• To establish a tool for diagnosing the expectations
and needs of the staff and the tax payers,
• Evaluating the feed-backs and solving the
problems they face,
• Through the feed-backs, increasing the efficiency
and the quality of the services.
EMPLOYEE AND TAX PAYER
SATISFACTION POLLS
Goals:
• Taking feed-backs from our inner and
outer partners in order to determine our
strengths and improvable areas within the
framework of EFQM Model.
• Through the feed-backs, increasing the
efficiency and the quality of the services.
WHAT DO WE SUCCEED?
• Awareness and competency of all employees
about EFQM and it’s tools.
• Increase in efficiency and satisfaction of the
employees through a just, progressive and
participatory management.
• Increase in tax payer satisfaction.
• Establishment of process based management
system which would enable practicing the
strategies more effectively and would increase
the efficiency of processes.
• Increasing the voluntary compliance as a result
of the increase in both employee and tax payer
satisfaction and also the increase in efficiency
of the processes.
THANK YOU
Excellent Management of Revenue