Investigating the level of organizational effectiveness based on EFQM indicators in Hamedan Municipality

Dissertation for Master's Degree

Department of Executive-Strategic Management

Abstract

In this research, the level of organizational effectiveness based on EFQM indicators in Hamadan Municipality has been investigated. The meaning of effectiveness is to check the effectiveness of the measures taken to achieve the predetermined goals of the organization. In general, in an organization, calculating the effectiveness is not so simple and there are many indicators and methods to measure the performance of the organization. One of the methods of organizational evaluation is self-evaluation, which has received special attention in the EFQM or organizational excellence model. In this model, there are 9 components, using these components, five hypotheses were considered for research. The evaluation methods in the model are known as the approach, and the questionnaire tool was used as a model approach to collect information. In this research, Cronbach's alpha test was used to measure the reliability of the questionnaires, which showed that the questionnaire has good reliability. The statistical population of this research is 400 administrative employees of this organization. The questionnaires were completed with the opinions of the statistical sample, which was 196 administrative employees of Hamadan Municipality, and the data were analyzed in SPSS software using descriptive and analytical statistical tests. The results of these tests confirmed all the hypotheses and showed the effectiveness of the model indicators in the organization. According to this research, the weaknesses and strengths of the organization were determined in the discussion of organizational effectiveness.

Key words:

Effectiveness, organizational effectiveness, self-evaluation, organizational excellence, EFQM model and Hamedan Municipality.

1-1 Introduction

In the early years of the 21st century, national wealth and economic power are undoubtedly one of the most obvious factors of superiority and excellence of countries in this issue, and wealth creation is the way to go. Indulgence does not go away. Therefore, the new century should be considered as the century of competition between nations and countries, and in this field, the victory belongs to the most intelligent and the most diligent.

Since economic centers and private and public sector organizations are the driving force of the national economy, perhaps the main question facing nations is how to pave the way for the growth and excellence of organizations. So that they can win in the field of global competition? Which knowledge and awareness can be the foundation of organizational transformation and consequently national transformation? The question that the great economist Lester Taro[1] raises is as follows: How should nations change their structure and organization in order to create a space and environment in which the seeds of knowledge grow and flourish and pave the way for increasing national wealth? For this reason, it seems that the search for organizational excellence is one of the main macroeconomic challenges.

Business excellence models[2] are an 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 behaviors. Today, most of the countries in the world, relying on this model, have created awards at the national and regional level that stimulate organizations and businesses in excellence, growth and wealth creation. The Deming Award in Japan, the Baldrige Award [3] in the United States of America, and the European Quality Award [4], which was created by the European Foundation for Quality Management [5] and is known as the EFQM model, are the main examples of these awards in the three major economic poles of the last century, namely Japan, America, and Europe. Among these models, the EFQM model has become more popular and accepted globally and has been a model for many other countries in designing these awards. On the one hand, the number of European countries that have accepted this model and the organizations that have achieved success by using these models in different economic and social conditions in these countries, makes this model more attractive for Iranian companies and organizations to emulate (Delqavi, 2016). The research and the structure of the thesis will be examined. 1-2 Statement of the problem Using modern science and technology is one of the obvious tools and principles of the growth and development of any country. This is also true inside the country and the use of these sciences is becoming more popular day by day.EFQM is not exempted from this category and its use is the main activity of many institutions and organizations, but what is seen is the lack of interest in this important category in public institutions and non-governmental services (such as municipalities).

Traditional criteria are mainly retrospective and do not have a good ability to provide a favorable organizational perspective considering the many advantages of the EFQM model of excellence; An attempt was made to test the feasibility of its implementation in municipalities so that these institutions (which are non-governmental public in nature) can formulate, implement, evaluate and modify their strategies correctly. One of the most important reasons for this selection is that municipalities are required to provide a wide variety of services based on Article 55 of the Municipalities Law in a comprehensive and complete manner in the fields of development and construction, health, urban services, etc. provide to their customers. For this purpose, the municipalities should provide services to citizens from the income collected from them.

In such a situation; It will be inevitable to create a detailed planned structure that can monitor all the activities and inform the decision makers and relevant authorities about its weaknesses. Creating a management dashboard and knowing what is happening in the process of doing things will enable managers to increase their accuracy in the strategic planning and implementation stage and prevent gross and influential errors as much as possible, and practically as EFQM philosophy is, they can achieve their goals, i.e. satisfied and motivated employees, they will grow, and if the internal processes are also well designed, all of these factors will lead to customer (citizen) satisfaction and this satisfaction will increase revenues. It will follow the tangible and the intangible.

What seems to be that municipalities are forced to catch precious opportunities from the turbulent sea of ??threats with careful planning, and this will not be possible except with a strategic plan that is carefully implemented and done step by step like a relay race. By understanding this important and vital issue, the implementation of this research can be a suitable ground for attracting the attention of municipalities towards the implementation of the main goals and excellence of EFQM, because it can be boldly claimed that no institution has been involved to this extent in all the affairs and daily affairs of citizens and does not have a fundamental impact, so the smallest positive or negative change in the way this institution provides services has a profound and significant effect on the lives of citizens.

Regarding the aforementioned; In this research, the researcher aims to evaluate one of the non-governmental public institutions, Hamadan Municipality, with EFQM indicators, in fact, he will evaluate the municipality from the EFQM point of view, and observing that; In these indicators, the municipality deals with how effective it has been and examines the extent of organizational effectiveness according to the EFQM criteria in Hamedan Municipality, and it can be said that the purpose of doing this is to identify the existing strengths and weaknesses and provide practical solutions to increase organizational effectiveness in Hamedan Municipality. 1-3 Necessity of conducting research Managing and evaluating the performance of organizations is one of the most powerful tools that can be used. It obtained the necessary information from the status of the organization. Various models have been designed for performance evaluation, and the managers of the organizations use a specific method or model according to the purpose of the evaluation and the type of organization (here, municipalities and affiliated regions) or by combining and combining several models, they design their required model. Although the main mission of any performance evaluation model is to determine the efficiency [6] and effectiveness [7] of the organization being evaluated, it should also have the ability to determine the strengths and weaknesses and provide solutions to eliminate possible weaknesses. Therefore, it is very important to know different models of performance evaluation and to recognize their correct use and instead of them. Performance evaluation is one of the basic and main tools of management to realize the goals, strategies and plans of the organization. In public organizations such as municipalities, the design and establishment of the performance evaluation system can lead to the correct guidance of municipal executive managers in the direction of realizing the goals, tasks, strategies and plans for the development and improvement of urban services in accordance with the desired quality, cost and time. Since the municipality, as a public institution, is in charge of managing the city, the necessity of evaluating and managing its performance is quite evident (Alwani, Zahedi, and Faqihi, 2013).

This research is based on open system theory.