Investigating challenging factors in monitoring organizational performance using the EFQM model

Dissertation for Master's degree (M.A)

Public administration, trend: "Financial"

Examining the organization's challenging factors as one of the useful and primary measures to identify the damage and weaknesses of organizational processes for organizations that are thinking about excellence, therefore, using models that can evaluate the current state of organizations and identify strengths and areas that can be improved is a correct basis for planning. It becomes necessary to create a strategy. In this regard, the European-based model of management quality [1] can be used as a model and a strong tool in responding to this organizational need.

In this research, to examine the challenging factors in monitoring the organizational performance of National Bank in the form of the European-based excellence model of management quality, a survey method was used and a questionnaire was used to collect information. By using descriptive statistics and drawing frequency distribution tables and graphs, the research investigated the demographics of the statistical sample of the research, and at the confidence level of 95% of the above hypotheses, it was determined that National Bank is uncomplicated only in terms of the results related to the society. Based on the findings of the information analysis, it is concluded that the National Bank is problematic in the areas of policy and strategy, human resources, partnerships and resources and processes and customer results, human resource results, community results, and key performance results. Therefore, it was suggested to create strong and central databases and conduct data mining projects [2] and hold regular weekly meetings in the organization among managers and employees, as well as the formation of a specialized working group familiar with strategy and policy, and planning and holding storm meetings. Fakhri [3] and use an integrated information management unit system [4]. It is also possible to understand the real needs of customers by establishing a customer voice system [5]. It is suggested that performance evaluation projects that are compatible with the organization's processes are created by senior management in the organization and with logical outsourcing, the current status of the organization is compared to global standards and benchmarking [6] with other organizations.

[1] EFQM

[2] data mining

[3] BRIN STORMYA

[4] MIS

[5] voice off customers

[6] benchmarking

1 Introduction:

It is clear that knowledge is the basis of any movement. It is obvious that in management, knowledge is the prelude to reform and improvement, to the extent that it is mentioned among the five main duties of a manager. But the point is that as long as the subject of investigation and the problem is small (such as managing a small project or managing a small organization with several people), direct observation is the most appropriate way to know. But when the issue of managing a large organization and its continuous improvement is raised, gaining a correct understanding of the existing situation, the environment and the capabilities of the organization itself becomes a serious matter. The solution is to define indicators that are in the eyes of the manager and represent the weaknesses and strengths. Six Sigma, Balanced Scorecard and directly and implicitly are methods of recognition and evaluation. Some of these methods are sector-oriented and, for example, only deal with the product or focus on a specific process, and others demand inclusion and inclusiveness. The desire to use a comprehensive system for evaluation and improvement has continuously increased in the past three decades, and the comprehensiveness of a system or its lack of comprehensiveness has become a debate.

We must know that the path to the growth and excellence of an organization is not easy and low-cost. In the definitions, it is called an excellent organization that is completely excellent in both areas of performance and results. The most important of them is the Malcolm Baldrich model in America and the model of organizational excellence in Europe. These models have been accepted and used in most companies and organizations in the world for planning the movement towards excellence and evaluating excellence.

Obviously, organizations that are far from excellence and do not have the necessary infrastructure for excellence cannot use these models, and it is necessary to understand the problems and damages of the organization by performing the process of organizational problem solving, and then by prioritizing and defining improvement projects, they take the first step to prepare themselves on the path to excellence. They think it is important. In Iran, the discussion of organizational excellence has been discussed for several years, including the introduction of international models and models and the selection of excellent organizations, such as the National Award for Productivity and Organizational Excellence and the National Quality Award. These measures, while creating a competitive environment, have made organizations familiar with the characteristics and characteristics of an excellent organization. We can plan for the future and decide how to be (Najmi, Hosseini, 2013, 2013)

With the expansion and complexity of goals, processes and organizational structure in the competition scene, organizations can continue to survive by being responsive to the expectations and demands of customers and stakeholders, as well as paying attention to profitability and wealth creation as key and superior organizational indicators. In every organization, managers are concerned about the results of their activities and are looking for solutions to improve the organization's performance, and they usually try to monitor the organization's activities through performance measurement systems and do the corresponding follow-ups. Prepared for a successful presence in the field of competition. (Jaafari Ghoshchi, 1384, 70)

One of the best methods of problem identification and organizational evaluation is self-evaluation, which has been given special attention in the basic European model of quality management [1]. (Methodology Report of Organizational Problem Finding, Industrial Management Organization, 1382) A

Considering that the managers and employees of the National Bank are seeking to know the performance of their branches and also one of their goals is to achieve organizational excellence, this research is based on problem finding studies in the form of the foundational European model of quality management, a suitable platform for the National Bank to move towards organizational excellence through the recognition of the challenging factors and complications and damages in the criteria (www.efqm.org)

1-3 research objectives:

The following objectives are considered for the mentioned research:

1-3-1 main objective:

Investigating challenging factors in monitoring the organizational performance of National Bank using the model EFQM Organizational Excellence

1-3-2 sub-goals:

A - Investigating challenging factors in monitoring the organizational performance of the National Bank in the field of enablers

B - Investigating the challenging factors in monitoring the organizational performance of the National Bank in the field of results

C - Prioritizing the challenging factors in monitoring the organizational performance of the National Bank

1-4 The importance and necessity of selection Subject of research:

Considering the current conditions, the changing needs of customers and all stakeholders, the efforts of competitors to be successful and the new laws and regulations that are continuously changing, it is not possible to be successful in the national and international competition scene by relying on traditional methods. Therefore, the need to use models that can create a correct basis for strategic planning while evaluating the current situation of organizations and identifying strengths and areas that can be improved is felt more than ever. In this regard, organizational excellence models can be used as a powerful tool in responding to this need of organizations, and have been able to be used to a large extent in organizational pathology and in determining the direction of movement to access the excellence of human resources. Increasing competition in the field of production and services, organizations need indicators and models to review their performance, the emergence of such a need and the ineffectiveness of traditional performance measurement systems has led to the creation of new performance evaluation models at the level of organizations. became.