Yerel yönetimlerde bilgi yönetimi algısı : Kocaeli Büyükşehir Belediyesi örneği
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(3) BEYAN Bu tezin. yazÕOmasÕQGD bilimsel ahlak kurallarÕna uyuldu÷unu, baúkalarÕQÕQ. eserlerinden yararlanÕOmasÕ durumunda bilimsel normlara uygun olarak atÕIWD bulunuldu÷unu, kullanÕlan verilerde herhangi bir tahrifat yapÕOmDGÕ÷ÕQÕ tezin herhangi bir NÕVmÕQÕn EX Qiversite veya baúka bir Qiversitedeki bDúka bir tez oalÕúmasÕ olarak sunulmadÕ÷ÕnÕbeyan ederim.. <ÕOPD]'(0ø5&ø 19.07.2012.
(4) g16g= 6RQ \ÕOODUGD ELOJL \|QHWLPL VDGHFH |]HO VHNW|U NXUXOXúODUÕQGD X\JXODQPDNOD VÕQÕUOÕ NDOPD\DUDN NDPX NXUXP YH NXUXOXúODUÕQÕ GD HWNLOHPHNWHGLU %X oDOÕúPDGD ELOJL \|QHWLPL VUHoOHULQLQ 7UNL\H¶GH JHQHO RODUDN NDPX NXUXOXúODUÕQGD |]HOGH LVH \HUHO \|QHWLPOHUGHQDVÕOX\JXODQGÕ÷ÕNXUXPoDOÕúDQODUÕWDUDIÕQGDQELOJL\|QHWLPLVUHoOHULQLQ QDVÕODOJÕODQGÕ÷ÕYHKDQJLELOJL\|QHWLPLX\JXODPDODUÕQÕQNXOODQÕOGÕ÷ÕDUDúWÕUÕODFDNWÕU%X DPDoOD .RFDHOL %\NúHKLU %HOHGL\HVL |UQH÷L ]HULQGHQ ELOJL YH ELOJL \|QHWLPL VUHoOHUL\OHLOJLOLNXUXPoDOÕúDQODUÕQÕQDOJÕVÕQÕ|OoPH\H\|QHOLNDQNHW\DSÕODFDNWÕU %X |QHPOL oDOÕúPDQÕQ KD]ÕUODQPDVÕQGD NDUDQOÕ÷D GúW÷P KHU DQGD \ROXPX HQJLQ ELOJLOHUL\OHD\GÕQODWDQGDQÕúPDQKRFDm Yrd. 'Ro'Ug]HU.g6(2ö/8¶QDVD\JÕYH WHúHNNUOHULPLVXQDUÕP%XJQOHUHJHOPHPGHE\NSD\ÕRODQVHYJLOLDLOHPHYHGH÷HUOL KRFDODUÕPDGDVD\JÕODUÕPÕVXQDUÕP Son olarak RQODUD D\ÕUPDP JHUHNHQ ]DPDQ GLOLPLQGH EHQL GHVWHNOH\HUHN en zor DQODUÕPGD GDKL sonsuz GHVWH÷L LOH \DQÕPGD RODQ HúLP (EUX¶\D YH DLOHPL]H EX \ÕO NDWÕODUDNEL]HPXWOXOXNYHVHYLQoND\QD÷ÕRODQR÷OXP0HUW¶H WHúHNNUHGHULP. <ÕOPD]'(0ø5&ø 19.07.2012. i.
(5) ødø1'(.ø/(5 KISALTMALAR ......................................................................................................... vi 7$%/2/ø67(6ø ........................................................................................................ vii ù(.ø//ø67(6ø ........................................................................................................... xi g=(7 ........................................................................................................................... xii SUMMARY ................................................................................................................ xiii *ø5øù ............................................................................................................................. 1 %g/h0 %ø/*ø<(<g1(/ø.7$1,0/$59(%ø/*ø<g1(7ø0ø ............... 5 %LOJLQLQ7DQÕPODQPDVÕ ............................................................................................. 7 %LOJL\OHøOJLOL7HPHO.DYUDPODU .................................................................... 7 %LOJLYH%LOJLQLQ$UWDQgQHPL .................................................................... 11 %LOJL.DYUDPÕ .................................................................................. 11 %LOJL7UOHUL ..................................................................................... 12 %LOJL7RSOXPXYH%LOJLQLQ$UWDQgQHPL ......................................... 17 %LOJL<|QHWLPLQLQ7DQÕPODQPDVÕYH1LWHOL÷L ......................................................... 25 %LOJL<|QHWLPL7DQÕPÕ ................................................................................. 25 %LOJL<|QHWLPLQLQ*HOLúLPL ......................................................................... 28 %LOJL<|QHWLPLQLQ$PDoODUÕYH7HPHOøONHOHUL ............................................ 30 *HQHO2ODUDN%LOJL<|QHWLPLQLQgQHPLQL$UWÕUDQ1HGHQOHU....................... 32 %LOJL<|QHWLPLYHgUJW.OWU ........................................................................... 40 gUJWOHUGH%LOJL7HNQRORMLOHULQLQ.XOODQÕPÕ ............................................... 43 %LOJL<|QHWLPLQLQgUJWOHU$oÕVÕQGDQgQHPL ............................................ 44 %LOJL<|QHWLPLQLQgUJWOHUH6D÷OD\DFD÷Õ<DUDUODU ..................................... 45. %g/h0 %ø/*ø<g1(7ø0ø6h5(&ø9(8<*8/$0$/$5, ....................... 46 %LOJL<|QHWLPL)RQNVL\RQODUÕYH%LOJL<|QHWLPLQL*HUHNOL.ÕODQ8QVXUODU ......... 48 2.2. BilJL<|QHWLPL6UHFL ............................................................................................ 50. ii.
(6) %LOJLQLQhUHWLOPHVL ...................................................................................... 51 2.2.2. %LOJLQLQ7DVQLI(GLOPHVLYH6DNODQPDVÕ ...................................................... 55 2.2.2.1. Bilginin Tasnif Edilmesi.................................................................. 56 %LOJLQLQ6DNODQPDVÕ......................................................................... 58 %LOJLQLQ3D\ODúÕOPDVÕ ................................................................................... 59 %LOJLQLQLQ.XOODQÕOPDVÕ................................................................................ 65 .DPXYHg]HO6HNW|UgUJWOHULQGH%LOJL<|QHWLPLQLQ.DUúÕODúWÕUPDVÕ ................ 66. %g/h0 %ø/*ø <g1(7ø0ø1ø1 <(5(/ <g1(7ø0/(5 h=(5ø1'(.ø (7.ø/(5ø ................................................................................................................... 69 %LOJL<|QHWLPL8\JXODPDODUÕQÕQ<HUHO<|QHWLPOHUH6D÷ODGÕ÷Õ$YDQWDMODU ........... 71 <HUHO<|QHWLPOHUGH%LOJL<|QHWLPLQH'X\XODQøKWL\Do ........................................ 73 3.2.1. Bilgi TeknolojilerindekL*HOLúPHOHU ............................................................ 74 .DPX+L]PHWOHULQGHNL.DOLWH$QOD\ÕúÕQÕQ*HOLúPHVL ................................. 75 9DWDQGDú2GDNOÕ+L]PHW$QOD\ÕúÕ ............................................................... 75 <|QHWLPGHùHIIDIOÕNYH'ÕúD.DSDOÕOÕN ........................................................ 76 <DVDO']HQOHPHOHUGHNL*HUHNOLOLNOHU......................................................... 77 .DONÕQPD3ODQÕ+HGHIOHUL ............................................................................ 78 3.2.7. E-'HYOHW8\JXODPDODUÕQÕQ<D\JÕQODúPDVÕ .................................................. 81 <HUHO<|QHWLPOHUGH%LOJL<|QHWLPL6LVWHPOHULQLQ.XOODQÕP$ODQODUÕ .................. 83 (YUDN<|QHWLP6LVWHPL (<6
(7) ..................................................................... 84 3.3.2. Kent Bilgi Sistemleri (KBS) ........................................................................ 85 &R÷UDIL%LOJL6LVWHPOHUL &%6
(8) .................................................................... 86 øQWHUQHW6LWHVL ............................................................................................... 87 3.3.5. MobLOøQWHUQHW6LWHVL .................................................................................... 88 3.3.6. E-Belediye Hizmetleri ................................................................................. 88. iii.
(9) 3.3.7. Bilgi Edinme Sistemleri ............................................................................... 89 3.3.8. Kurumsal E-Posta Sistemleri ....................................................................... 89 3.3.9. Mevzuat Bilgi Sistemleri ............................................................................. 89 3.3.10. Yerel Net ve Yerel Bilgi ............................................................................ 90 <HUHO<|QHWLPOHUGH(WNLOL%LOJL<|QHWLPL6LVWHPOHULQLQ*HUHNOHUi ...................... 91. %g/h0 .2&$(/ø %h<h.ù(+ø5 %(/('ø<(6ø1'( %ø/*ø <g1(7ø0ø $/*,6,h=(5ø1($5$ù7,50$ ............................................................................ 95 /LWHUDWUg]HWL ........................................................................................................ 95 4.2. Kocaeli %\NúHKLU%HOHGL\HVLQLQ%LOJL<|QHWLPL6WUDWHMLYH3ROLWLNDODUÕ ......... 96 .RFDHOL%\NúHKLU%HOHGL\HVL¶QGH.XOODQÕODQ%LOJL<|QHWLPL 8\JXODPDODUÕ .. 99 .RFDHOL %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ %LOJL <|QHWLPL $OJÕVÕQÕ gOoPH\H <|QHOLN%LU$ODQ$UDúWÕUPDVÕ .................................................................................... 102 $UDúWÕUPDQÕQ$PDFÕYH+LSRWH]OHUL ........................................................... 103 $UDúWÕUPDQÕQ6ÕQÕUOÕOÕNODUÕ .......................................................................... 108 $UDúWÕUPDQÕQ<|QWHPLYH0RGHOL .............................................................. 108 $UDúWÕUPDQÕQ(YUHQLYHgUQHNOHPL ............................................................ 112 $QNHWLQ*HQHOg]HOOLNOHUL .......................................................................... 113 $QNHWLQYHgOoH÷LQ*YHQLOLUOL÷L .............................................................. 116 $UDúWÕUPD6RQXoODUÕYH6RQXoODUÕQ'H÷HUOHQGLULOPHVL .............................. 118 4.4.7.1. Demografik Bulgular .................................................................... 118 %\NúHKLU %HOHGL\HVLQGH %LOJL <|QHWLPL 8\JXODPDODUÕ .XOODQÕP 6ÕNOÕ÷Õ']H\OHULøOHøOJLOL%XOJXODU ............................................................ 123 %LOJL<|QHWLPL8\JXODPDODUÕQÕQ'DLUHOHUH2ODQ)D\GDODUÕ ........ 126 +LSRWH]OHUHøOLúNLQ%XOJXODU .......................................................... 126 6218d/$59(g1(5ø/(5 ................................................................................. 164 .$<1$.d$ ............................................................................................................. 173. iv.
(10) EKLER ....................................................................................................................... 182 g=*(d0øù ............................................................................................................... 187. v.
(11) KISALTMALAR ABD. : $PHULND%LUOHúLN'HYOHWOHUL. AR-GE. : $UDúWÕUPD*HOLúWLUPH. %ø7. : %LOJLYHøOHWLúLP7HNQRORMLOHUL. BM. : %LUOHúPLú0LOOHWOHU. CBS. : &R÷UDIL%LOJL6LVWHPL. d0. : d|]P0DVDVÕ. DPT. : 'HYOHW3ODQODPD7HúNLODWÕ. E-DEVLET : Elektronik Devlet EYS:. : (YUDN<|QHWLP6LVWHPL. IBM. : International Business Machines. IWS. : Internet World Stats. KBB. : .RFDHOL%\NúHKLU%HOHGL\HVL. KBS. : Kent Bilgi Sistemi. MBS. : Mevzuat Bilgi Sistemi. MEB. : 0LOOL(÷LWLP%DNDQOÕ÷Õ. 0(51ø6. : 0HUNH]L1IXVøGDUHVL6LVWHPL. OECD. : (NRQRPLN.DONÕQPDYHøúELUOL÷LgUJW. SMS. : 0RELOøOHWLúLP3ODWIRUPX. 7h%ø7$.. : 7UNL\H%LOLPVHOYH7HNQRORMLN$UDúWÕUPD.XUXPX. 7hø.. : 7UNL\HøVWDWLVWLN.XUXPX. TSE. : TUN6WDQGDUWODUÕ(QVWLWV. UYAP. : 8OXVDO<DUJÕ$÷Õ%LOLúLP6LVWHPL. vi.
(12) 7$%/2/ø67(6ø Tablo 1: gUWOYH$oÕN%LOJL$UDVÕQGDNL'|UW7U(WNLOHúLP .................................... 13 Tablo 2: hONHOHULQLQ(-'HYOHW*HOLúPLúOLNøQGHNVLQH*|UH6ÕUDODPDVÕ ....................... 20 Tablo 3: %|OJHhONHOHULQLQ(-'HYOHW*HOLúPLúOLNøQGHNVLQH*|UH6ÕUDODPDVÕ ............ 21 Tablo 4: 6DQD\LYH%LOJL7RSOXPODUÕQÕQ.DUúÕODúWÕUÕOPDVÕ ........................................... 33 Tablo 5: (OHNWURQLN'HYOHW+L]PHWOHULQLQ.XOODQÕP$ODQODUÕ ..................................... 35 Tablo 6: E-'HYOHW+L]PHWOHULQLQ.DPX<|QHWLPLQH(WNLOHUL ...................................... 38 Tablo 7: E-'HYOHW+HGHIOHULQLQgQFHOLN'HUHFHOHQGLUPHVL ......................................... 38 Tablo 8 : E-Devlet Uygulama Nedenleri ..................................................................... 39 Tablo 9: dDOÕúDQODUøoLQ3R]LWLI)DNW|UOHU ..................................................................... 62 Tablo 10 : dDOÕúDQODUøoLQ1HJDWLI)DNW|UOHU ................................................................ 63 Tablo 11 : %LOJL3D\ODúÕPÕQGDNL3UREOHPOHU ................................................................ 64 Tablo 12: %LOJL<|QHWLPL8\JXODPDODUÕ ...................................................................... 83 Tablo 13: 0HWULN6RUXODUÕQ.DWHJRULOHUH*|UH'D÷ÕOÕPÕ ........................................... 114 Tablo 14: *HQHO*YHQLOLUOLNøVWDWLVWLNOHUL ................................................................. 116 Tablo 15: %LOJL\H%DNÕú$oÕVÕ*YHQLOLUOLNøVWDWLVWLNOHUL ........................................... 117 Tablo 16: %LOJLQLQhUHWLOPHVL*YHQLOLUOLNøVWDWLVWLNOHUL ............................................ 117 Tablo 17: %LOJLQLQ6ÕQÕIODQGÕUÕOPDVÕYH6DNODQPDVÕ*YHQLOLUOLNøVWDWLVWLNOHUL ......... 117 Tablo 18: %LOJLQLQ3D\ODúÕOPDVÕ*YHQLOLUOLNøVWDWLVWLNOHUL ........................................ 117 Tablo 19: %LOJLQLQ.XOODQÕOPDVÕ*YHQLOLUOLNøVWDWLVWLNOHUL ........................................ 118 Tablo 20: gUJW.OWU*YHQLOLUOLNøVWDWLVWLNOHUL .................................................... 118 Tablo 21: &LQVL\HW'D÷ÕOÕPÕ ....................................................................................... 118 Tablo 22: 'DLUHOHUH*|UH&LQVL\HW'D÷ÕOÕPÕ .............................................................. 119 Tablo 23: <Dú'D÷ÕOÕPÕ .............................................................................................. 120 Tablo 24: (÷LWLP'XUXPX .......................................................................................... 120 Tablo 25: Kurumdaki Pozisyonu ............................................................................... 120 vii.
(13) Tablo 26: 0HYFXWøú\HULQGHNLdDOÕúPD6UHVL ........................................................... 121 Tablo 27: 3HUVRQHOLQ7RSODPdDOÕúPD6UHVL ............................................................ 121 Tablo 28: $UDúWÕUPD\D.DWÕODQ3HUVRQHOLQ'DLUHOHUH*|UH'D÷ÕOÕPÕ ......................... 122 Tablo 29: &LQVL\HW'D÷ÕOÕPÕYH.XUXPGDNL3R]LV\RQX.DUúÕODúWÕUPDVÕ .................... 122 Tablo 30: %LOJL<|QHWLPL8\JXODPDODUÕ.XOODQÕP6ÕNOÕ÷Õ2UDQODUÕ .......................... 123 Tablo 31: øQVDQ .D\QDNODUÕ 'DLUH %DúNDQOÕ÷Õ 'DLUH øoL 3HUVRQHO %LOJL 6LVWHPL 3%6
(14) .XOODQÕP6ÕNOÕ÷Õ2UDQODUÕ ............................................................................. 125 Tablo 32: .XUXP:HE6D\IDVÕQÕ(Q6ÕN.XOODQDQ'DLUH%DúNDQOÕNODUÕ .................... 125 Tablo 33: %LOJL<|QHWLPL8\JXODPDODUÕQÕQ'DLUHOHUH2ODQ)D\GDODUÕ ...................... 126 Tablo 34: &LQVL\HW 'D÷ÕOÕPÕ øOH %\NúHKLU %HOHGL\HVLQGHNL 3R]LV\RQX.L-Kare Testi ....................................................................................................................... 127 Tablo 35: (÷LWLP'XUXPXøOH%\NúHKLU%HOHGL\HVLQGHNL3R]LV\RQX.L-Kare Testi127 Tablo 36: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ .XUXPGDNL 3R]LV\RQODUÕQÕQ %LOJL <|QHWLPL8\JXODPDODUÕQÕ.XOODQPDODUÕQD(WNLVLQLQW-testi .......................... 128 Tablo 37: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ .XUXPGDNL dDOÕúPD 6UHOHULQLQ %LOJL <|QHWLPL8\JXODPDODUÕQÕ.XOODQPDODUÕQD(WNLVLQLQW-testi .......................... 129 Tablo 38: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ %LOJL <|QHWLPL 8\JXODPDODUÕQÕ .XOODQPDODUÕQGDdDOÕúWÕNODUÕ'DLUHOHULQ(WNLVLQLQW-testi .............................. 129 Tablo 39: %\NúHKLU%HOHGL\HVLdDOÕúDQODUÕQÕQ3R]LV\RQXQD*|UH%LOJL\H%DNÕú$oÕVÕ ANOVA Analizi ........................................................................................... 130 Tablo 40: %\NúHKLU%HOHGL\HVLdDOÕúDQODUÕQÕQ(÷LWLP'XUXPXQD*|UH%LOJL\H%DNÕú $oÕVÕ$129$$QDOL]L .................................................................................. 131 Tablo 41: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ %LOJL\H %DNÕú $oÕODUÕQGD %X .XUXPGDNLdDOÕúPD6UHOHUL.RUHODV\RQ$QDOL]L ........................................ 132 Tablo 42: %\NúHKLU%HOHGL\HVLdDOÕúDQODUÕQÕQ*|UHY<DSWÕNODUÕ'DLUH\H*|UH%LOJL\H %DNÕú$oÕVÕ$129$$QDOL]L ........................................................................ 133 Tablo 43: %\NúHKLU%HOHGL\HVLdDOÕúDQODUÕQÕQ3R]LV\RQXQD*|UH%LOJLQLQhUHWLOPHVL ANOVA Analizi ........................................................................................... 134 Tablo 44: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ (÷LWLP 'XUXPXQD *|UH %LOJLQLQ hUHWLOPHVL$129$$QDOL]L ......................................................................... 134 Tablo 45: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ .XUXPGDNL dDOÕúPD 6UHVLQH *|UH %LOJLQLQhUHWLOPHVLQLQ.RUHODV\RQ$QDOL]L .................................................. 136 viii.
(15) Tablo 46: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ *|UHY <DSWÕNODUÕ 'DLUH\H *|UH %LOJLQLQhUHWLOPHVL$129$$QDOL]L ........................................................... 137 Tablo 47: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ 3R]LV\RQXQD *|UH %LOJLQLQ 6ÕQÕIODQGÕUÕOPDVÕYH6DNODQPDVÕ$129$$QDOL]L ....................................... 137 Tablo 48: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ (÷LWLP 'XUXPXQD *|UH %LOJLQLQ 6ÕQÕIODQGÕUÕOPDVÕYH6DNODQPDVÕ$129$$QDOL]L ....................................... 138 Tablo 49: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ .XUXPGDNL dDOÕúPD 6UHVLQH *|UH %LOJLQLQ6ÕQÕIODQGÕUÕOPDVÕYH6DNODQPDVÕ.RUHODV\RQ$QDOL]L ..................... 138 Tablo 50: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ *|UHY <DSWÕNODUÕ 'DLUH\H *|UH %LOJLQLQ6ÕQÕIODQGÕUÕOPDVÕYH6DNODQPDVÕ$129$$QDOL]L ......................... 139 Tablo 51: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ 3R]LV\RQXQD *|UH %LOJLQLQ 3D\ODúÕOPDVÕ$129$$QDOL]L ...................................................................... 140 Tablo 52: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ (÷LWLP 'XUXPXQD *|UH %LOJLQLQ 3D\ODúÕOPDVÕ$129$$QDOL]L ...................................................................... 140 Tablo 53: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ .XUXPGDNL dDOÕúPD 6UHVLQH *|UH %LOJLQLQ3D\ODúÕOPDVÕ.RUHODV\RQ$QDOL]L .................................................... 141 Tablo 54: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ *|UHY <DSWÕNODUÕ 'DLUH\H *|UH %LOJLQLQ3D\ODúÕOPDVÕ$129$$QDOL]L ........................................................ 142 Tablo 55: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ 3R]LV\RQXQD *|UH %LOJLQLQ .XOODQÕOPDVÕ$129$$QDOL]L ...................................................................... 142 Tablo 56: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ (÷LWLP 'XUXPXQD *|UH %LOJLQLQ .XOODQÕOPDVÕ$129$$QDOL]L ...................................................................... 143 Tablo 57: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ .XUXPGDNL dDOÕúPD 6UHVLQH *|UH %LOJLQLQ.XOODQÕOPDVÕ.RUHODV\RQ$QDOL]L.................................................... 144 Tablo 58: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ *|UHY <DSWÕNODUÕ 'DLUH\H *|UH %LOJLQLQ.XOODQÕOPDVÕ$129$$QDOL]L........................................................ 145 Tablo 59: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ 3R]LV\RQXQD *|UH gUJW .OWU ANOVA Analizi ........................................................................................... 145 Tablo 60: %\NúHKLU%HOHGL\HVLdDOÕúDQODUÕQÕQ(÷LWLP'XUXPXQD*|UHgUJW.OWU ANOVA Analizi ........................................................................................... 146 Tablo 61: %\NúHKLU %HOHGL\HVL dDOÕúDQODUÕQÕQ .XUXPGDNL dDOÕúPD 6UHVLQH *|UH gUJW.OWU.RUHODV\RQ$QDOL]L................................................................ 147 Tablo 62: %\NúHKLU%HOHGL\HVL dDOÕúDQODUÕQÕQ*|UHY<DSWÕNODUÕ 'DLUH\H*|UHgUJW .OWU$129$$QDOL]L .............................................................................. 148. ix.
(16) Tablo 63: %LOJL<|QHWLPL6UHoOHULLOH%LOJL\H%DNÕú$oÕVÕYHgUJW.OWU$UDVÕQGDNL Korelasyon Analizi ....................................................................................... 148 Tablo 64: %LOJL<|QHWLPL8\JXODPDODUÕøOH%LOJL\H%DNÕú$oÕVÕW-testi ..................... 152 Tablo 65: %LOJL<|QHWLPL8\JXODPDODUÕøOH%LOJLQLQhUHWLOPHVLW-testi ..................... 154 Tablo 66: %LOJL<|QHWLPL8\JXODPDODUÕøOH%LOJLQLQ6ÕQÕIODQGÕUÕOPDVÕYH6DNODQPDVÕ Wtesti)............................................................................................................... 155 Tablo 67: %LOJL<|QHWLPL8\JXODPDODUÕøOH%LOJLQLQ3D\ODúÕOPDVÕW-testi .................. 156 Tablo 68: %LOJL<|QHWLPL8\JXODPDODUÕøOH%LOJLQLQ.XOODQÕOPDVÕW-testi ................. 158 Tablo 69: %LOJL<|QHWLPL8\JXODPDODUÕøOHgUJW.OWUW-testi ............................. 159 Tablo 70: +LSRWH]OHULQ'XUXPXYH%XOXQDQ'H÷HUOHU ............................................... 160. x.
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(18) 6$h6RV\DO%LOLPOHU(QVWLWV. <NVHN/LVDQV7H]g]HWL. <HUHO <|QHWLPOHUGH %LOJL <|QHWLPL $OJÕVÕ .RFDHOL %\NúHKLU %HOHGL\HVLgUQH÷L 7H]LQ<D]DUÕ YÕOPD]'(0ø5&ø'DQÕúPDQ Yrd. 'Ro'Ug]HU.g6(2ö/8 7H]LQ%DúOÕ÷Õ . Kabul Tarihi: 19.07.2012. 6D\ID6D\ÕVÕ xiii |QNÕVÕP
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(20) Sakarya University Institute of Social Sciences. $EVWUDFWRI0DVWHU¶V7KHVLV. Title of the Thesis: Perception of Knowledge Management at Local Administrations: Kocaeli Metropolitan Municipality Author: YÕOPD]'(0ø5&øSupervisor: AsVLVW3URIg]HU.g6(2ö/8 3K'
(21) . Date: 19.07.2012. Nu. of Pages: xiii (pre text)+ 187 (main body) + 5 (appendices). Department:Public Administration Subfield:Public Administration Public organisations use new applications to produce the knowledge, classify and store the knowledge, share the knowledge and the usage of knowledge at the knowledge age. Organisations invest to the knowledge management technologies beware of this truth. The main purpose of this thesis is to determine the perception of knowledge management on ORFDO JRYHUQPHQWV ,W¶V ZDQWHG WR GHWHUPLQH NQRZOHGJH PDQDgement applications that often XVHGDW.RFDHOL0HWURSROLWDQ0XQLFLSDOLW\,W¶VZDQWHGWRUHYHDOWKDWNQRZOHGge management applications of knowledge management processes used to determine to what extent that effect. The main purpose of creating a theoretical framework in line with local governments through a literature review of knowledge management processes and systems used in the literature related to knowledge management and created a theoretical framework and empirical research has been done to establish a connection. Empirical research, working in Kocaeli Metropolitan Municipality, "461" knowledge management practices used by people, perspectives on knowledge, knowledge management processes as the production of knowledge, classification and storage, sharing and use of the surveys have been done by topics and organizational culture. Research model and tested with three established research. In the first model of organizational culture perspective and knowledge workers were investigated. In the second model of knowledge management practices of employees and knowledge management processes in perception about the level of usage levels, the benefits of knowledge management practices were investigated. The third model, the selected knowledge management practices of knowledge management processes, organizational culture perspective and knowledge were investigated. Knowledge and knowledge management definitions for the first part of this thesis are discussed. The second section of the knowledge management process and practices are discussed. The third section describes the effects of knowledge on local government administration. The fourth section, knowledge on management practices and processes through research model Kocaeli Metropolitan Municipality prepared a survey on the perception and evaluation is divided into knowledge management. Kocaeli Metropolitan Municipality will be exposed this way, the perception of knowledge management. Result of research, knowledge management, the perception of employees of the metropolitan municipality and knowledge management processes to occur with each other, we were aware of the connection has been concluded. Largest contribution to the organization of knowledge management employees "time saving" perceive.. Keywords: Knowledge, Knowledge Management Process and Applications in Municipalities. xiii.
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(32) \HULQLJQP]GHVDQL\HGHPLO\RQXQ]HULQGHLúOHP\DSDQNLWDSE\NO÷QGHNL ELOJLVD\DUODUD EÕUDNWÕ 6DQL\HGH ELU VD\IDGDQ D] ELOJL WDúÕ\DQ EDNÕU WHOOHU EXJQ VDQL\HGHELQOHUFHVD\ID\Õ ILEHUNDEORODUODWDúÕ\DELOPHNWHGLU%LOJLVD\DUYHLOHWLúLP teknolojisindHNL EX JHOLúLP oDOÕúPD úHNOLQGHQ VXQXODQ KL]PHWH NDGDU WP VUHoOHUL HWNLVLDOWÕQDDOPDNWDGÕU (DPT, 2007a: 3). %LOJL WHNQRORMLOHULQLQ EX úHNLOGH KÕ]OÕ LOHUOHPHVLQLQ DQD QHGHQOHUL DUDVÕQGD ELOJLQLQ PLNWDUÕQÕQ ID]OD PLNWDUGD DUWPDVÕ YH SURVHGUOHULQ oR÷DOPDVÕ J|VWHULOHELOLU %LOJL PLNWDUÕQÕQ |QHPOL |OoGH DUWPÕú ROPDVÕ PHYFXW ELOJLGHQ VD÷OÕNOÕ YH GR÷UX úHNLOGH \DUDUODQPD\Õ GD ]RUODúWÕUPDNWDGÕU %X QRNWDGD ELOJL\L \|QHWPHN SD\ODúPDN YH \HQL ELOJLUHWLPLQLKÕ]ODQGÕUPDNLoLQELOJLWHNQRORMLOHULGHYUH\Hgirmektedir. 1.1. %LOJLQLQ7DQÕPODQPDVÕ Bilgi, IDUNOÕ úHNLOOHUGH WDQÕPODQPDNOD ELUOLNWH oR÷X ]DPDQ YHUL YH HQIRUPDV\RQ NDYUDPODUÕ LOH ELUELULQH NDUÕúWÕUÕOPDNWDGÕU .DYUDPVDO RODUDN ELOJL KL\HUDUúLVL IL]LNVHO VUHo YHUL HQIRUPDV\RQ ELOJL YH DNÕldan meydana gelmektedir. Bilgi, bir deneyim YH\D H÷LWLP VÕUDVÕQGD ELU NLúLQLQ LKWL\Do GX\GX÷X X]PDQOÕN YH \HWHQHNOHU ELU |]QHQLQ WHRULNYH\DSUDWLNDoÕODUGDQNDYUDGÕNODUÕJHUoHNOHUYHPDOXPDWRODUDNWDQÕPODQDELOLU dRNER\XWOXELUNDYUDPROPDVÕQHGHQL\OHELOJLGH÷LúLNED÷ODPODUGDoHúLWOL DPDoODULoLQ ve IDUNOÕ ELoLPOHUGH NXOODQÕOPDNWDGÕU %X QRNWDGD YHUL data) ve enformasyon (information
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(35) ùHNLO1: %LOJL+L\HUDUúLVL Kaynak 6D÷VDQ 2010: 18 .XUXPVDO DPDoODUD ED÷OÕ RODUDN LúOHPOHULQ \DSÕODQGÕUÕOPDPÕú ELU úHNLOGH kaydedilmesine ³veri´ DGÕYHULOLU %DUXWoXJLO 2002: 57). Veri, kDYUDPVDOELUoHUoHYHYH \DSÕLoHULVLQGHEXOXQDQELUWUHQIRUPDV\RQdur (Aktan ve Vural, 2005: 6). Veri, NLúLQLQ IL]LNVHO VUHo VRQXFXQGD HOGH HWPLú ROGX÷X VRQXoODUÕQ WPQH GHQir. Bireyin sahip ROGX÷XVRQXoODUNLúLQLQ HOGHHWPHNLVWHGL÷L ELOJL \D GDUQLoLQ \HWHUOL GH÷LOGLU, fakat NLúLQLQNDUDUYHUPHVLLoLQELUWHPHOROXúWXUXU9HUL, VDGHFHROD\ODUÕQELUNÕVPÕQÕDoÕNODU LoLQGH GH÷HUOHQGLUPH EXOXQPDGÕ÷Õ gibi yorum GD \RNWXU .DUDU YHUPHN LoLQ NXOODQÕODPD] 'DYHQSRUWYH3UXVak, 2001:
(36) 9HUL³HQIRUPDV\RQYHVWELOJLQLQ\DSÕ WDúODUÕQÕROXúWXUDQELOJLLúOHPHVUHFLQLQWHPHOKDPPDGGHVLRODUDNoHúLWOLVHPEROKDrf, UDNDP YH LúDUHWOHUOH WHPVLO HGLOHQ KDP LúOHQPHPLú JHUoHNOHU \D da izlenimleri´ ifade eder dDSDU 1). (QIRUPDV\RQNLúLQLQEHOLUOLELUNRQXGDGúQFHOHULQLGH÷LúWLUPH\LYHEXNRQX\DLOLúNLQ GDYUDQÕúÕ ]HULQGH HWNL HWPH\L DPDoODU KLúLQLQ EDNÕúÕQGD YH DQOD\Õú DoÕVÕQGD IDUN \DUDWPD\Õ KHGHIOHU (QIRUPDV\RQXQ GR÷UX ROXS ROPDGÕ÷ÕQD NLúL NDUDU YHULU Enformasyon, NXUXP LoHULVLQGH ELOJL WHNQRORMLOHUL LPNDQODUÕ WHOHIRQ IDNV LQWHUQHW LQWUDQHW YE
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(38) \HU GH÷LúWLULU (QIRUPDV\RQ D\QÕ úHNLOGH G]HQOHQPLú YHUL RODUDN GD DGODQGÕUÕODELOLU %LOJL YH LOHWLúLP WHNQRORMLOHUL YDVÕWDVÕ\OD YHULOHULQ HQIRUPDV\RQ KDOLQH JHWLULOPHVLJHUHNLU9HUL\Õ÷ÕQÕQÕn HQIRUPDV\RQDG|QúWUOPHVLELOJLVD\DUODUWDUDIÕQGDQ. 8.
(39) \DSÕODELOPHNOHELUOLNWHYHULQLQDPDFDX\JXQKDOHJHWLULOPHVLLúOHPLLQVDQODUWDUDIÕQdan \DSÕOÕU øQVDQODU WDUDIÕQGDQ DQODP NDWÕOGÕ÷ÕQGD YHULQLQ HQIRUPDV\RQD G|QúP LúOHPL JHUoHNOHúPLú ROXU. 9HULQLQ HQIRUPDV\RQD G|QúPHVLQH ELU |UQHN YHUPHN JHUHNLUVH marketlerLQ UDIODUÕQGD \HU DODQ UQOHU WNHWLFL WDUDIÕQGDQ WNHWLOLQFH\H NDGDU KHU DúDPDGD HWLNHWOHQPHNWHGLU %X HWLNHWOHPH LúOHPL LOH UQQ UHWLP WDULKL IL\DWÕ YH LoLQGHNLOere ait veriler elde edilebilir (Davenport ve Prusak, 2001: 25). Bilgi, mevcut NDUDU GXUXPX LOH LOJLOL ROPDNOD ELUOLNWH NLúLQLQ ROJX NDYUDP \D GD NRPXWODUÕ LOHWLúLP \RUXP YH LúOHP LoLQ HOYHULúOL ELoLPGH J|VWHUPHVLGLU .|NVDO
(40) .LúL, karar YHUHELOPHNLoLQHOLQGHNLYHULOHULELUVÕUD\DNR\DUEHOLUOLELUG]HQKDOLQGHVÕQÕIODQGÕUÕU YDSPÕú ROGX÷X EX LúOHPOHU VRQXFX birey, HQIRUPDV\RQD XODúPÕú ROXU FL]LNVHO VUHo YHULYHHQIRUPDV\RQVUHoOHULQLQVRQXFXQGDKHUNHVWDUDIÕQGDQDQODúÕODELOHFHNRODQIDNDW KHQ]NHQGLJ|UúYHGúQFHOHULQLNDWPDPÕúROGX÷XEir duruma gelir. Organizasyonlar LoLQ HQ |QHPOL KXVXVODUGDQ ELULVL HOGH HGLOHQ YHULOHULQ LúOHQPHVL YH EX HQIRUPDsyonun YHULPOLRODUDNNXOODQÕOPDVÕGÕUøQVDQÕQGHQH\LPOHUL\ROX\ODHQIRUPDV\RQX\RUXPODPDVÕ VRQXFX ELOJL ROXúXU øQWHUQHW JLEL IDUNOÕ ND\QDNODU ]HULQGHQ oHúLWOL HQIRUPDV\RQODUD XODúÕODELOLU IDNDW EX HQIRUPDV\RQ ELU NLúL WDUDIÕQGDQ DQODPOÕ KDOH G|QúWUOG÷QGH bilgi haline gelmektedir. .ÕVDFD LIDGH HWPHN JHUHNLUVH veri, LúOHQPHPLú HQIRUPDV\RQ SDUoDFÕNODUÕ LNHQ HQIRUPDV\RQ RUJDQL]H HGLOPLú YHUL VHWL ELOJL LVH DQODPOÕ RODQ HQIRUPDV\RQODUD denilmektedir (Bhatt, 2001: 68-
(41) %LOJLNLúLQLQEH\QLQGHEXOXQPDNWDYHD\QÕ]DPDQGD PHYFXWHQIRUPDV\RQLúOHQHUHN\HQLELOJLOHUHOGHHGLOPHNWHGLU $NJQYH.HVNLQ 176). %LUH\LQ J|UúOHULQLQ \HU DOPÕú ROGX÷X ELOJL\H GD\DQDUDN DOPÕú ROGX÷X NDUDU ³DNÕO´ WHULPL\OHLIDGHHGLOLU$NÕOWDPDPHQELUH\LQNHQGLVLQHKDVND]DQÕPODUÕQÕYHWHFUEHOHULQL LoHULU 6D÷VDQ 17). %XUDGD|]HOOLNOH]HULQGHGXUXODFDNRODQ³bilimsel bilgi´ DGÕYHULOHQELOJLGLUgUJWOHULQ GH÷LúLPLQGHE\NUROR\QD\DQNXUXPODUÕGH÷LúWLUHQHQHWNLOLDUDo ELOJLGLU%XDoÕGDQ bilgiyi toplamak, ona sDKLS ROPDN \|QHWPHN YH NXOODQPDN |UJWOHULQ HQ oRN LOJLOHQGLNOHUL NRQXODUÕQ EDúÕQGD JHOPHNWHGLU %X ED÷ODPGD, 3HWHU 'UXFNHU¶ÕQ ELOJL NRQXVXQGDNL \DNODúÕPÕ LVH úX úHNLOGHGLU ³$UWÕN ]HQJLQOL÷LQ ND\QD÷ÕQÕQ VSHVLILN LQVDQ ELOJLVL ROGX÷XQX ELOL\RUX] %LOJLQLQ QDVÕO \DSÕODFD÷Õ WDP DQODPÕ\OD ELOLQHQ LúOHUH. 9.
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(45) 'DYHQSRUW YH 3UXVDN
(46) ³ELOJL YHUL \D GD enformasyon demek GH÷LOGLU KHU QH NDGDU EX LNLVL\OH \DNÕQ LOLúNL LoLQGH ROVD GD´ úHNOLQGH LIDGH HGHUHN EX NDYUDPODUÕQ ELUELUOHULQGHQ IDUNOÕ ROGXNODUÕQÕ GLOH JHWLUPLúOHUGLU ']HQOHQPLú RODQ HQIRUPDV\RQ ELUH\LQ LKWL\DoODUÕQÕ JLGHUHFHN úHNLOGH NÕ\DVODQDUDN vH V]OHUHN ELOJL haline gelir. %LOJL EHOLUOL ELU GXUXP VRUXQ LOLúNL WHRUL YH\D NXUDOD DLW YHUL YH HQIRUPDV\RQGDQROXúDQDQOD\ÕúODUGÕU %HQQHWYH%HQQHW 2000:
(47) .LúLQLQ|÷UHQPHYH GHQH\LP \ROX\OD ND]DQGÕ÷Õ |]PVHGL÷L YH NLúLVHO RODUDN G]HQOHQPLú RODQ HQIRUPDV\RQGXU %DUXWoXJLO 2002: 58). Bilgi, NLúL\HJ|UHIDUNOÕGH÷HUOHULoHULU%XQGDQ GROD\ÕELUH\HNDWPDGH÷HUVD÷ODUYHELUH\HUHNDEHWDYDQWDMÕVD÷ODU %LOJLOHQPHLKWL\DFÕ ELUH\ LoLQ VUHNOLOLN DU]HGHQ ELU KXVXVWXU YH LQVDQODU IDUNOÕ úHNLOOHU YH \|QWHPOHUOH oHYUHOHULQGHQELOJLHGLQLUOHU %LOJL7UN'LO.XUXPXWDUDIÕQGDQG|UWIDUNOÕ úHNLOGHWDQÕPODQPDNWDGÕU: øQVDQDNOÕQÕQHUHELOHFH÷LROJXJHUoHNYHLONHOHULQEWQELOLPDOXPDW g÷UHQPHDUDúWÕUPDYH\DJ|]OHP\ROXLOHHOGHHGLOHQJHUoHNPDOumat, vukuf; øQVDQ]HNkVÕQÕQoDOÕúPDVÕVRQXFXRUWD\DoÕNDQGúQFHUQPDOXPDW; Kurallardan yararlanarak NLúLQLQYHUL\H\|QHOWWL÷LDQODPGÕU .XUXPVDO RODUDN ELOJLQLQ DPDFÕ JHOHFHNWH PH\GDQD JHOHELOHFHN RODQ ELU GXUXPX |QJ|UPHN YH EX GXUXPOD LOJLOL RODUDN ROXúDELOHFHN VRUXQODUÕ HQ D]D LQGLUJHPHN YH\D ROPDVÕQÕHQJHOOHPHNWLU%XED÷ODPGD, RUJDQL]DV\RQODUÕQL\L\|QHWLOPHVLLoLQELOJLQLQHQ. 11.
(48) NÕVD VUHGH YH KÕ]OÕ ELU úHNLOGH LOHWLOPHVL JHUHNPHNWHGLU $QDPHULo 2005: 167-173). Bilgi, KDUHNHWH JHoPHN LoLQ \HWHQHNOHUJoOHU DUDVÕQGD ED÷ODQWÕ NXUXOPDVÕQÕ VD÷ODU Bilgi, NXOODQÕFÕODUÕQ VH]JLOHUL\OH L\LFH DQODP ND]DQÕU %HOJHOHUH GD\DOÕ RODELOHFH÷L JLEL V|\OHQPHPLú \D GD \D]ÕOPDPÕú GD RODELOLU .XOODQÕFÕODUÕQ GH÷HUOHUL YH GHQH\LPOHUL DUDVÕQGDVÕNÕLOLúNLOHUROXúWXUXU øQFHYH2NWD\ 2006: 17). %X|]HOOLNOHUHVDKLSRODQNDSVDPOÕWDQÕPODUÕQGDQELULGHú|\OHGLU³%LOJL, EHOOLELUG]HQ LoLQGHNL WHFUEHOHULQ GH÷HUOHULQ DPDFD \|QHOLN HQIRUPDV\RQXQ YH X]PDQOÕN J|UúQQ\HQLWHFUEHOHULQYHHQIRUPDV\RQXQELUDUD\DJHWLULOLSGH÷HUOHQGLULOPHVLLoLQ ELUoHUoHYHROXúWXUDQHVQHNELUELOHúLPGLU%LOJL, ELOHQOHULQEH\LQOHULQGHRUWD\DoÕNDUYH RUDGD X\JXODPD\D JHoLULOLU .XUXOXúODUGD \DOQÕ]FD EHOJHOHUGH \D GD GRODSODUGD GH÷LO UXWLQ oDOÕúPDODUGD VUHoOHrde, uygulamalarda ve normlDUGD GD NHQGLVLQL J|VWHULU´ (Davenport ve Prusak, 2001: 27). 1.1.2.2. %LOJL7UOHUL %LOJL IDUNOÕ úHNLOOHUGH VÕQÕIODQGÕUÕODELOPHNWHGLU %X VHEHSOH GH oHúLWOL GXUXPODUD J|UH NDWHJRUL]H HGLOHELOPHNWHGLU %X VÕQÕIODQGÕUPDODU ELOJL \|QHWLPL DoÕVÕQGDQ GD |QHP WDúÕPDNWDGÕU%LOJLNXOODQÕOPDELoLPOHULQHND\QD÷ÕQDUHNDEHWVWQO÷\DUDWPDVÕQDYH QLWHOL÷LQH J|UH VÕQÕIODQGÕUÕODELOLU %DUXWoXJLO 2002: 61-
(49) %LOJLQLQ NXOODQÕú ELoLPL ELOJLQLQ DOJÕODQÕúÕ YH RUJDQL]H HGLOPHVLQH J|UH GH÷LúLU .XOODQÕOPD ELoLPLQH J|UH ELOJL LGHDOLVW ELOJL VLVWHPDWLN ELOJL SUDJPDWLN ELOJL YH RWRPDWLN ELOJL RODUDN VÕQÕIODQGÕUÕOÕU 9L]\RQROXúWXUPD\ÕKHGHIEHOLUOHPH\LGH÷HUYHLQDQoODUÕ\|QOHQGLUPH\LVD÷OD\DQELOJL WUQH ³idealist bilgi´ GHQPHNWHGLU øGHDOLst bilgi, NLúLQLQ PRWLYDV\RQXQX VD÷ODPDN YH DOWHUQDWLI\ROODUODGúQPH\LVD÷ODPDNLoLQNXOODQÕODQELOJLWUGU%XNRQXGDGLNNDWL oHNHQ KXVXV NLúLOHULQ LGHDOLVW ELOJL\L IDUNÕQGD ROPDGDQ NXOODQPDVÕGÕU 6LVWHPOHUH DLW PHNDQL]PDODUÕQ oDOÕúPD úHNLOOHUL YH IRQNVL\RQODUÕ ³sistematik bilgi´ ile belirlenir. 6LVWHPDWLNELOJLOHULOHEXWUPHNDQL]PDODUDDLWNÕODYX]ODUROXúWXUXOXU6LVWHPDWLNELOJL NLúLQLQ LVWH\HUHN VDKLS ROGX÷X ELOJL WUQ ROXúWXUPDNWDGÕU .LúLQLQ LúLQL \DSDUNHQ YH NDUDUODU DOÕUNHQ NXOODQPDN LoLQ VDKLS ROPDVÕ JHUHNHQ ELOJL WUQH ³pragmatik bilgi´ GHQLU 3UDJPDWLN ELOJL NLúLQLQ H÷LWLPOHU YH NXUDOODU \ROX\OD HOGH HWWL÷L ELOJL WUGU 5XWLQ GDYUDQÕúODU VRQXFX JHUoHNOHúWLULOHQ H\OHPOHU VDKLS ROXQDQ ³otomatik bilginin´ VRQXFXGXU%XWUELOJLOHUNLúLQLQDOÕúNDQOÕNODUÕVRQXFXVDKLSROGX÷XELOJLOHUGLU. 12.
(50) Bilgi, ND\QD÷ÕQD J|UH ³|UWO ELOJL´ (tacit knowledge) ve ³DoÕN ELOJL´ (explicit knowledge
(51) ROPDN ]HUH LNL\H D\UÕOPDNWDGÕU 7DPDPHQ NLúLQLQ NHQGLVLQH KDV RODQ EHOLUOL ELU IRUPDWD G|QúWUOPHVL ]RU RODQ YH GL÷HU NLúLOHUOH SD\ODúÕOPDVÕ ]RU RODQ bilgiye ³|UWO ELOJL´ denir. gUWO ELOJL NLúLQLQ ]LKQLQGH WXWXOXU g]QHO RODUDN NLúLQLQ \DUDWÕFÕOÕ÷ÕGX\JXODUÕNDELOiyetleri ile birlikte idealleri ve GH÷HUOHULQLGHNDSVDU 1RQDND ve Takeuchi, 1995:
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