Performance evaluation of insurance companies (Iran and Pasargad) based on the components of EFQM model results

Academic Thesis for Master's Degree

Field: Business Management

Major: Insurance

Abstract

Many problems and obstacles are revealed in progressing towards excellence, which shows the importance of paying attention to evaluation, evaluating the organization's performance in a comprehensive manner worthy of trust is always one of the main concerns of the stakeholders and managers of the organization, because performance evaluation can make them aware of the progress in improving the performance of each particular organization. and as a result, create the necessary opportunity to improve the performance quality of service and production structures. EFQM is one of the famous models in improving evaluation. The approach of awarding the national quality award and organizational excellence emphasizes the fact that survival in global competition requires improving performance on a global scale. The purpose of this research is to evaluate the insurance industry using the EFQM model and also to find out about the success of this organization in implementing programs and achieving its goals in the different criteria of the model. The research method is applied in terms of the type of objective and descriptive survey research method. The statistical community includes all managers of insurance companies and agencies in Iran and Pasargad. Mann-Whitney information analysis was used.

The results of the research are:

The performance of different insurance companies is different from each other based on the results of the EFQM model.

Key words: EFQM organizational model, performance evaluation, enablers field, results field.

Introduction

The world we live in is very complex and has two main features, limited resources and The needs are unlimited. This factor has caused increasing attention to quality and productivity. Improvement in the performance of organizations can support the growth and development plan and create opportunities for organizational excellence, the challenges facing the organization, and obtaining feedback and information on the extent of the implementation of formulated policies and identifying cases that need serious improvement. Evaluation of performance and the degree of achievement of goals is one of the tangible needs of every organization. In this regard, the organizational excellence model as a powerful tool in responding to this need of organizations has had significant success and has been able to be used to a large extent in organizational pathology to determine the direction of movement to reach the excellence of human resources. can compare its performance with other organizations, especially the best ones.

In this research, we are going to evaluate the insurance industry using the EFQM model and also find out about the success of this organization in implementing programs and achieving its goals in different criteria of the model.

New developments have caused the service sector to expand rapidly. One of the sub-sectors of insurance services has a special place because this sector is related to a wide segment of society. In this regard, it seems that by introducing the principles of quality in this sector, it is possible to improve the service delivery process and ensure client satisfaction. (Arab Vahid, 2009).

Performance evaluation helps the organization to know its processes well and achieve this knowledge. What they can do and what they don't know (PARKER, 2002, P7)

Organizational excellence models as a powerful tool in responding to this need of organizations have had significant success. Organizational excellence models are designed in such a way that they are used as a suitable tool for competition as well as for pathology, designing organizational development programs.

EFQM model is a new model for performance evaluation that evaluates the organization more comprehensively than traditional methods. evaluates. One of the advantages of this model is the use of a powerful tool for rating organizations called RADAR logic.(Mohbi Moghadam, 2007)

1-2- Statement of the problem

Identifying the issues and problems affecting organizations and determining the root cause of their occurrence and applying effective solutions to solve the problem and improve the situation is one of the methods of empowerment and gaining a competitive advantage. All organizations in some way want growth and development and excellence. Organizations are more successful that are ready to face the challenges and can solve them. Organizational excellence is the answer to the question of how a superior organization is an organization, what goals and concepts it pursues, and what are the criteria that govern its behavior?

Continuous improvement of organizations' performance creates a huge synergistic force that these forces can support the growth and development program and create opportunities for organizational excellence. Feedback and information on the extent of the implementation of formulated policies and identification of matters that need serious improvement will not be possible to improve performance. All of the mentioned items are not possible without measurement and evaluation. These sentences express the importance of performance evaluation, when managers do not know about their performance, they cannot understand their unused and potential capacities. Therefore, in order to know the existing and used capacities, performance must be measured and evaluated so that managers can use the appropriate and required strategy to achieve their goals and objectives. (Najmi, 2013)

In this research, we seek to evaluate the performance of the insurance industry based on the results of the components of the EFQM model. We also want to know the success of this organization in implementing programs and achieving its goals in the various criteria of the model. Therefore, organizational performance is a general structure that refers to how organizational operations are carried out. The most famous definition of performance is provided by Neely and his colleagues. According to this definition, performance is divided into two components, effectiveness and efficiency of past actions. Efficiency: describes how the organization uses resources in the production of services or products, that is, the relationship between the actual and desired combination of inputs to produce certain outputs. Effectiveness: which describes the degree to which organizational goals are achieved. (Rahnvard, 2017)

Therefore, it can be said that performance refers to both the action and the result of the action. In other words, performance is defined as today's action which is the prelude to producing a certain amount of tomorrow's output value. (Akbari, 2016)

1-A performance is the result of an action

2-A performance is a comparison of the results or several selected or imposed internal or external models or references.

3-A performance of comparing the results with our expectations

4-A performance is reaching Achievements are by the individual, system, organization or process. (Rahimi, 2015)

Factors affecting performance:

The factors affecting performance are listed as follows:

1. The alignment of organizational elements is an effective factor in improving organizational performance. Environmental changes require the design of different structures. The environment is also emphasized and according to Frederickson (1986) it is considered a key skill. 2. An organization needs to adapt its capabilities to its changing environment if it is to achieve the best performance. (Tice, 1984). (Powell, 1996)

4. Rare, valuable, and inimitable organizational resources play a decisive role in gaining an organization's competitive advantage. (Barney, 1991) has divided these resources into three groups: physical, human, and capital. 5. Organizational loyalty to the long-term vision is a key success factor in creating internal consensus and enthusiasm for innovation and change. Creating such an organizational goal requires the moral leadership of the artist