In this paper, we present an empirical investigation to measure the relative efficiency of seven health care centers in province of Semnan, Iran, which were under the coverage of social security organization of Iran. The proposed model of this paper uses a hybrid of balanced score card and data envelopment analysis for performance measurement. The proposed sudy uses four perspectives of balanced score card including learning and growth, internal process, customer and financial perspectives and within each perspective, data envelopment analysis is adopted so that the outputs of each perspective are used as inputs of the other perspective. The preliminary results indicate that all seven units perform relatively well and the overall efficiency of all units in this province is 0.769.

These days, there is a tight competition among business units and all production units or service businesses attempt to use different techniques to increase their market shares. In such environment, customer normally says the last word, in fact, customer plays an important role and in many organizations, it is considered as part of their assets. The purpose of this paper is to propose a hybrid method to detect important criteria using Kano three-dimensional method and prioritize them using analytical hierarchy process. We implement the proposed model of this paper for one of Iranian banks called Bank Melli Iran. The study determines 25 different attributes, categorizes them in three different groups based on Kano model, and ranks them in terms of customers and employees & apos; perspective. The results of the survey indicate that customer and employees mostly have similar views since there are 21 common attributes between them. However, the priorities of these 21 items are often different in terms of two groups of employees and customers.

Today, organizations for holding and improving their competing merit use performance measurement for evaluation, control, supervision and improvement of their trading processes. Medium and small companies in technology and science parks are very useful in economic revivification and technology development. Technology and science parks have provided necessary consultations, information, suitable equipments, and services for developing technology unites and prepare them for independent presence in industry. One of the necessary elements for the success and improvement of performance in these companies is to establish and implement balanced scorecard, which can be used to reach desired goals, strategies and to improve performance. In this article, we use a structured method for calculating efficiency of four perspectives of balanced scorecard. Statistical society of this research was Semnan technology and Science Park and seven experts are selected for answering questions of the survey. We also complete questionnaire and determine index and relative importance of all indices. For developing strategic goals of Semnan technology and science park according to four perspectives of balanced score card (finance, growth and learning, internal process), six meetings were hold and finally all crisis macro goals index were identified and they were analyzed for evaluating performance.

Performance evaluation is one of manager & apos; s main concerns in today competitive world, which covers all aspects and dimensions of organization and it is adequately flexible and measurable. So, the necessity of performance evaluation application for organizations where their intangible assets are higher than tangible ones, such as educational institutions, is more obviously observed. Balanced scorecard (BSC) is discussed by the aim of promoting manager & apos; s decision making and directing their attention toward extensive operational vision of organization compared to traditional measurement systems, which only include the financial measures. However, BSC is a qualitative approach and has some disadvantages and its integration by other quantitative techniques such as data envelopment analysis makes it more efficient. The proposed model of this paper uses DEMATEL technique as part of BSC-DEA model to empower strategic planning. The proposed model of this paper is applied for 10 zone university branches of Islamic Azad universities to provide an appropriate road map.

Today, development of economic activity and employment is known as an effective strategy for economical and social development of the countries. Entrepreneurship in Iran is also as the most executive and practical strategy to exit the economical and social deadlock and problems. However, entrepreneurship development needs identifying and removing existed obstacles and problems. There are a lot of researches about obstacles and restrictions on entrepreneurship but, to the best of our knowledge, there is no research to identify vital factors and degree of their effect on the network of factors. In this paper using DEMATEL technique, the entrepreneurial barriers in the industry of Iran are categorized in 2 groups of cause and effect. We also use fuzzy concept to handle any ambiguity on the feedbacks gathered from decision makers. To achieve this purpose, at first using views of professors and active managers in the field of entrepreneurial and also related books and using Delphi technique, 9 vital factors are identified and they are analyzed in two groups of internal and external obstacles in the industrial sector of Iran. The research chooses 100 most active companies in one of the industrial poles of Iran for the proposed study of this paper. Furthermore, questionnaires are distributed among the top managers of these companies, to analyze the barriers in entrepreneurship in the industry. The results show that two factors of "kind of management" and "organizational structure" are the most important factors. In addition, “legal obstacles" and" optimum use of financial resources” are at the highest degree of impression on business units.

Balanced scorecard is a performance appraisal method planned for measuring the organizational efficiency to develop their strategies. Organization’s strategies in a specified period are the main inputs in this model. Furthermore, due to nature, experts & apos; opinions play the vital role in determining the strategies. In this research, the proposed algorithm is designed by using fuzzy set covering problem and non-linear multiple objective integer programming (zero and one variables), so that it can be useful to choose the best combination of strategies for specified period of time with the least deviation in experts` opinions. The presented model is carried out in Islamic Azad University, Semnan Branch. The results indicate that the designed model can provide the best combination of strategies for entering into the balanced scorecard system.

During the past few years, privatization has recently changed banking industry and there has been an increase competition in this industry. New banks try to present better services to absorb customers and traditional banks attempt to improve their services to retain their existing customers. In such environment and with limited amount of resources, there is a necessity to prioritize different influencing factors on the quality of the services. The proposed study of this paper presents a multi criteria decision making method along with Kano method to prioritize the most influencing factors of service quality. The proposed study of this paper is implemented for one of the oldest banks in Iran called Sepah. We have gathered different factors influencing customer satisfaction for all Sepah banks located in Semnan, Iran and using, analytical hierarchy process we provide a detailed ranking.

Successful organizations share some identical factors that pave the way for their success. Among these factors, strategic management is the key to success for organizations to contribute more to the competitive world market of today. In this respect, the pivotal role of outsourcing cannot be denied. This research parallelizes the criteria affecting the outsourcing success as presented in Elmuti model with the Balanced score card method in the Tose & apos; e Ta & apos; avon Bank. In this research, questionnaires and interviews with experts helped determine the strategic goals at four perspectives of balanced score card method (at Tose & apos; e Ta & apos; avon Bank) and the relative weights were computed for each of balance score card (BSC) perspectives by using AHP method. As the next step, the indexes were prioritized by applying the quality function development(QFD) technique and considering strategic goals at four perspectives in section "WHAT" and the outsourcing success criteria of Elmuti model in section "HOW". At the end of algorithm, the results are compared with the Elmuti method. Based on the results, the hybrid proposed technique seems to perform better than Elmuti.

An increase competition on today & apos; s economy has created motivation for many organizations to look for different alternatives on better serving the customers. There are always some budget limitations on any customer relationship method, which leads us to prioritize different alternatives. In this paper, we present an empirical method based on an integrated Kano and fuzzy analytical hierarchy procedure to rank suitable alternatives. The proposed model of this paper uses a questionnaire survey to gather customer & apos; s opinions and implements the method for a real-world case study of transportation planning. The questionnaire includes 37 questions distributed among 976 passengers for two trips in Iran. The results indicate that driver & apos; s physical and mental health, buss equipments with GPS functionality and familiarity of drivers with road and road & apos; s conditions play important role on choosing a transportation company.

In this paper, we propose a method to measure the relative efficiency of different units of a publicly traded bank using data envelopment analysis. The study also measures the productivity of different banks using Malmquist index and the results are compared with relative efficiency of banks. The proposed model uses nine financial factors reported by the bank officials for both studies where five items are used for efficiency measurement and the other four items are used for productivity measurement. The results indicate that different banks perform inefficient in terms of efficiency but they have attempted to increase their productivity. We also analyze the results and give guidelines on how inefficient units could increase their efficiency by reducing their inputs or increasing their outputs