Norma is the Latin word for measure and verification. Norma Quality treats quality management not as a paperwork discipline but as the way an organisation makes decisions.
ISO 9001 Lead Auditor · Food Engineer, MSc in Total Quality Management
Ezel Abacı's career began in food engineering and continued with a master's degree in total quality management at Dokuz Eylül University. For more than twenty years, Ezel has worked in hospitality and food, taking responsibility for quality management, process improvement, integrated management systems, sustainability and TURQUALITY project coordination.
Roles include quality manager and TURQUALITY project coordinator at Kaya Palazzo Golf Resort and Kaya Belek Hotel (632 rooms, 1,150 employees), director of quality at Martı Hotels & Marinas, quality manager and responsible hotel manager on the opening team of Amon Hotels Belek, and the first group quality manager of Corendon Hotels, covering four hotels and 1,586 rooms. Earlier came senior quality consulting at Gören Organizasyon, quality management at Club Sultan and Pasha Resort, and five years running nine industrial kitchens at Aras Catering. Ezel is an ISO 9001 lead auditor, a sworn expert witness in food quality registered with the Ministry of Justice, a Class B occupational safety specialist and an ICF-accredited coach.
Working life taught Ezel how much good service depends on people understanding one another, taking responsibility and learning from their mistakes. The incidents and management notes in Sessiz Mükemmellik are distilled from that experience.
Volunteering with the Educational Volunteers Foundation of Turkey (TEGV) and mentoring young volunteers are among the experiences that shaped Ezel's view of life and management.
Norma Quality brings this experience to organisations as auditing, training and consulting: to make systems work on the shop floor, not only on paper.
LinkedIn profile ↗Aysun Kapucugil İkiz · Ezel Abacı
Proposes an integrated model that combines lean principles with ISO 14001:2015 environmental management in hotel operations, defining the concepts, tools and performance indicators for hotel processes.
International Journal of Contemporary Tourism Research · 2022 · Vol. 6 · No. 2 · pp. 137–147 · DOI: 10.30625/ijctr.1219201
Open the article on DergiPark ↗
Novel · ForthcomingSessiz MükemmellikA Business Story
Professional book · In preparationOperasyonel MükemmellikService, Quality and Sustainability in Luxury Hotel Management
Children's book · In preparationAras MutfaktaHealthy eating principles for childrenA procedure should describe how the organisation really works. It is written for the people doing the work, not for the auditor.
Decisions made under target pressure are the real text of a quality policy. Leadership becomes visible in those moments.
Avoided costs and leading indicators translate the value of the quality system into the language of management.
An independent picture of the current state through field observation and a review of documents and indicators.
A lean system, responsibilities and decision rules that fit the organisation's real processes.
Rolled out together with the teams, on the shop floor and in management meetings.
Results measured through leading indicators and a follow-up audit.
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