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Qualıty Management System (ISO 9001: 2015): Bursaspor Case

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Qualıty Management System (ISO 9001: 2015): Bursaspor Case Scholars Journal of Economics, Business and Management (SJEBM) e-ISSN 2348-5302 Abbreviated Key Title: Sch. J. Econ. Bus. Manag. p-ISSN 2348-8875 © SAS Publishers (Scholars Academic and Scientific Publishers) A Unit of Scholars Academic and Scientific Society, India www.saspjournals.com Qualıty Management System (ISO 9001: 2015): Bursaspor Case Hüseyin Topçu*, Mehmet Doğan, Ayşegül Doğan, İbrahim Girak, Atakan Yıldız Uludağ Üniversitesi Spor Bilimleri Fakültesi, Özlüce Mahallesi, 16120 Nilüfer, Bursa, Turkey Abstract: All the institutions operating in the sports field have to move into Total *Corresponding author Quality Management in order to offer better services to their stakeholders. This Hüseyin Topçu transition becomes a must for the sports institutions in our country, due to their lack of efficiency resulting from not working with modern methods. Sports clubs that Article History embrace this approach can improve their service quality by improving their vision, Received: 15.12.2018 mission and values. Success of implementation of a quality management system Accepted: 25.12.2018 depends on the support from management and teamwork which involves all the Published: 30.12.2018 employees. In this study, application of Quality Management System will be analyzed in sports club „Bursaspor‟ along with the quality of service that the club provides. DOI: Keywords: Sports, Quality, Management System, Supporter, Service. 10.21276/sjebm.2018.5.12.9 INTRODUCTION Sports, which is one of the indispensables of healthy life, is done with the aim of earning money professionally and in the sport phenomenon, trainers, managers and the sport environment have primary importance. In addition to all these, sports clubs which are an organizational structure and which significantly affect the sports, the athlete and even the audience, are added. Sports clubs, which are the smallest organizational units of sports branches in which take place at the national level, are structured and managed by adhering to the rules of scientific general structuring and management as well as the boards of the supreme organizations of that sport [1]. Nowadays, the change management is To continuously improve and develop the quality of described as “the effort of an organization in order to the football product should be the the primary purpose survive in a rapidly changing environment and to of all football clubs [4]. overcome the competitors by self-renewing, analyzing the opportunities of change and evaluating the resulting Quality and the Service Quality potential.” The change management is seen as an The first records on quality date back to the obligation which must be complied and applied within BC. The emergence of quality as a concept coincides the organization of continuously developing sports [2]. with the 19th century. After this period, however, with Total Quality Management aims to increase the quality quality awareness, the producers have begun to be of management as a whole, not only in the products proud of hitting their own brands on their products. and services produced, but also in almost all fields and The most important and interesting stages of quality in all kinds of organizations. Therefore, it is accepted development were experienced in the USA and Japan that Total Quality Management will increase efficiency [5]. Although the term quality is widely used by in the sports field and increase the quality of sports practitioners and academics, there is generally no services [3]. The quality problem experienced in the agreed definition. Because different quality definitions field of sports in our country causes concerns about the are used under different conditions [2]. Quality is one future success of the organizations related to sports. of the details that consumers pay attention to in the For example the football, which is one of the most offers presented to them. Quality can also be defined as popular sports in the world and in our country is a fact the sum of the characteristics and features of a product that shares the similar concerns. There is a possibility or service that have an impact on the ability to meet the of applying the Quality Management System in the stated needs [6]. In the definition of quality, many football clubs that have a professional structure. ideas were put forward due to the uncertainty and Because in today's world there are many similarities subjectivity of the concept. According to Deming, between football clubs and private sector companies. quality is related to impeccability or reduction of Customer satisfaction and profitability, which are variations. While Juran defines quality as a product or required for the sustainability of private companies, service potential that can be evaluated; according to have become extremely important for football clubs. Crosby, quality is about adapting to demands. Quality Available online: http://saspjournals.com/sjebm 1150 Hüseyin Topçu et al., Sch. J. Econ. Bus. Manag., Dec, 2018; 5(12): 1150-1156 is also the stage where customer and user consumers. At this point, sport can be defined as an specifications are met [7]. In management and industrial product [15]. According to Trenberth, the marketing literatüre, quality of service is a dimension sports industry is a market where activities and of the perception of customers in meeting or exceeding products offered to users can be products, services, their needs and demands. The aim of providing quality people, places or ideas related to sports. This market of service is to ensure customer satisfaction [6]. The brings a variety of people, activities, businesses and concept of service quality has attracted the attention of organizations together involved in the production, managers and researchers thanks to its strong impact orientation, promotion or organization of any activity on operational performance, reduction of costs, or experience that focuses on the sports [16]. Every customer satisfaction, customer loyalty and year, audiences from all over the world flock to the profitability. The ongoing studies on the definition, stadiums and other sports facilities to consume a wide modeling, measurement, data collection procedures range of sports products. The attendance and and data analysis about the quality of service have consumption of the audiences in sports activities provided a solid foundation for researchers [8]. In positively affect the popularity and profitability of today's competitive environment, the provision of these sports events [17]. For many years, the service in high-quality services is key to achieving a sustainable sports has been seen as a limited action such to offer competitive advantage for businesses. Customer sporting competitions for fans and in return, for fans to satisfaction has a positive effect on the profitability of enjoy the match. Although the game in the sports field organizations. Satisfied customers are the basis of is the most basic service offered to the audiences in the successful businesses with repetitive buying behavior, sports industry, there are many products and services brand loyalty and positive comments about the that accompany it. Services provided in the stadiums business [9]. It is argued that the concept of service such as food and beverage services, security services, quality should be approached with a customer TV broadcasts, licensed products can be given as perspective because of the different values, evaluation examples of products offered to the audiences. Parallel foundations and conditions that the customers can to the dynamism of the sports industry, new products have. Quality of service is an externally perceived and services have are launched every day [18]. Various concept based on the experience of the customers in studies in the recent years have shown that interest in the service provided to them [10]. Quality of service is service quality has spread to the sports industry. The a critical aspect of competitiveness. Achieving special service features of sport organizations excellence in the quality of service provided and distinguish these organizations from other customer satisfaction is an important problem and organizations that provide services such as banks and challenge encountered in today's sectors. The quality of insurance companies. The first of these is the cost of service, which is an important element in the business sports and other recreational activities is optional. The and service sectors in the public and private sectors, second feature, in general, implies that consumers in can be defined as the level of meeting or exceeding the this area get interested in sports organizations in their needs and expectations of the customers [11]. Many spare times. Finally, emotional activities such as being businesses are trying to manage the satisfaction of their a fan of a club or being a member of a club can be at customers by observing the quality of service because the forefront in sports activities [19]. the concept of service quality is an important premise of customer satisfaction [12]. Grönroos defined service What should not be overlooked in the quality with functional and technical characters. While industrial sports world is that the club serves as a technical quality expresses the output of the service, service provider and its supporters are customers who functional quality emphasizes the service service take advantage of this service and buy this service in provision process and especially the experiences of the various ways. This relationship,
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