Özet:

The understanding of providing services that will meet the expectations of internal and external customers is increasing a little more every day. In this regard, it is possible to talk about a lot of successful applications. In this study, first and foremost, alternative models developed in order to apply the overall quality understanding to an educational institution were studied. Among these models, the most suitable model group for the Erciyes University Faculty of Engineering (EUMF) has been determined. Questions are prepared by determining critical processes that have quality indicator characteristics for selected models. Prepared surveys are applied to teachers and students who are in the position of the core internal customers of the Faculty of Engineering (MF) management. The internal customer of the MF management and students who are in the position of the product, first of all, the current situation has been identified in order to be able to provide better service. The findings are presented with graphics. In addition, the management of the MF, according to the findings, has also made a number of recommendations to improve the quality of the service.

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