Municipalities are the closest public service units to people. Human settlements, migration, economic, cultural and educational activities as well as tourism increase the scope of and extent of services provided by municipalities. The organizational capacity in terms of human resources, finance and technology is a vital element to fulfill these duties. Such comprehensive entities aim at performing a quality management in these services, too.
Turkey is passing through a transition period in terms of metropolitan administration. The number of metropolitan municipalities and their activities accelerated for efficiency and effectiveness reasons recently. This challenges the principle of quality management in municipal services.
This study attempts to analyze the current state of quality management capacities of metropolitan municipalities and describe the selected good practices.
