In global market, factors such as precedence of competitors extending shave on market, promoting quality of services and identifying customers & apos; needs are important. This paper attempts to identify strategic services in one of the biggest governmental banks in Iran called Melli bank for getting competition merit using Kano and SERVQUAL compound models and to extend operation quality and to provide suitable strategies. The primary question of this paper is on how to introduce high quality services in this bank. The proposed model of this paper uses a hybrid of three quality-based methods including SERVQUAL, QFD and Kano models. Statistical society in this article is all clients and customers of Melli bank who use this banks & apos; services and based on random sampling method, 170 customers were selected. The study was held in one of provinces located in west part of Iran called Semnan. Research findings show that Melli banks & apos; customers are dissatisfied from the quality of services and to solve this problem the bank should do some restructuring to place some special characteristics to reach better operation at the heed of its affairs. The characteristics include, in terms of their priorities, possibility of transferring money by sale terminal, possibility of creating wireless pos, accelerating in doing bank works, getting special merits to customers who use electronic services, eliminating such bank commission, solving problems in least time as disconnecting system, possibility of receiving foreign exchange by ATM and suitable parking in city.
Tendency to industrial clustering at the end of the twentieth century was a turning point in industrial development programs in most countries of the world. Industrial clustering is a model of industrial organization, which has entered industrial literature as a new development strategy. Clustering has provided utilization of efficiencies of scale and aggregation as well as efficiencies of collective efforts by creating conditions for competitiveness advantage, economical growth and export development in the international environment. Today, industrial clustering has been considered as a fundamental strategy for economic development and growth in almost all countries of the world including Iran. This paper aims to assess and to explain important factors affecting the competitiveness of industrial clusters. It also shows the relationship among these factors together. The proposed study uses fuzzy DEMATEL technique; hence, the affecting factors of competitiveness of industrial clusters in the automotive cluster in one of the provinces of Iran is investigated and the importance of each of these factors and their relationships are identified.
In an environment, which is highly competitive and everything changes rapidly, managers of organizations face with problems such as how to identify important factors preventing organizations from optimum use of available resources and capacities and invest more on key factors. To achieve this goal, we need to develop an effective strategy map for organizations. The strategy map is a constructional and expanding procedure to identify relationships among all the organization & apos; s strategic goals, which play a key role in achieving competitive advantage. Undoubtedly, representing a model to identify and to evaluate the important items for each of available goals in strategy map of each organization is a significant help for management to access higher competition benefits. In this paper, strategic objectives in the strategy map of one of the best producer of electric auto part makers in Iran called Electric Vehicle Co. East are evaluated based on balanced score card perspective and to assign appropriate values to available factors we use a hybrid method consist of AHP technique with Fuzzy logic.