The objective of this paper is to evaluate the performance of Kiasar cement factory based on EFQM model. The study performs a survey among 26 managers and expertise and the required information is gathered in terms of five perspectives based on 23 questions arranged in Likert spectrum. Cronbakh’s ? coefficient for enabling and results criteria are 0.924 and 0.950, respectively, which confirms the reliability of the questionnaire. In evaluating the data, it is revealed that employees’ scale, maintained the most difference (70.61%) and processes scale, retained the least difference (52.42%) from the ideal circumstances. Next, employees’ performance has maintained the most difference (90.79%) and customer performance, and the customer results’ scale have kept the least difference (58.27%) from the ideal situation. Kiasar cement factory has acquired 198.06 points out of 500 points of empowering scale and 164.08 points out of 500 total points of result scales. Also empowerment scales in Kiasar cement factory have acquired 39.61% of optimal score and differs from ideal circumstances around 60.39%. The results scales has acquired 32.82% of optimal score and approximately is different from ideal situation around 67.18%. The research results show that Kiasar cement factory has acquired 361.9 points out of 500 scores of EFQM.

Today, many business organizations have replaced product oriented strategies with customer oriented strategies and try to improve the level of their products and services to reach customer satisfaction. Excellent organizations pay especial attention to their customers and always try to do their best to have loyal customers. The purpose of this paper is to investigate the level of customer oriented in an excellence business organization through European Foundation of Quality Management (EFQM) method for one of the biggest Iranian banks in city of Tehran, Iran. The study designs a questionnaire in Likert scale and distributes it among 384 randomly selected customers who do banking business. Cronbach alpha has been calculated as 0.948, which is well above the desirable level. In addition, using t-student test, the study has confirmed that bank enjoyed a satisfactory level of customer oriented.

This paper presents an empirical investigation to find important criteria for performance measurement based on two methods of balanced score card (BSC) as well as European Foundation of Quality Management (EFQM) methods. In order to determine the mission, vision, strategy and values we first review different documents including International Federation of football documentations, AFC and Football Federation of the Islamic Republic of Iran and Charter Club. Next, we determine the necessary criteria for performance measurement using interview with decision makers, design a questionnaire and distribute it among 57 players and coaching staff as well as experts, veterans and supporters club. Next, we study the results using t-student test and analyze them. The results are categorized in terms of four criteria of BSC method including internal processes, learning and growth, costumer and financial. In addition, key performance results based on the Excellence Model are classified according to nine areas of leadership, strategy, human resources, partnerships and resources, processes, customer results, human resource results and society.

Performance measurement plays an important role on media organizations and there are literally many methods for measuring the performance of an organization. European Foundation Quality Management (EFQM) is one of the most popular methods for measuring performance of organizations. In this paper, we perform an empirical survey to customize this method for broadcasting organization of Iran. The proposed model of this paper designs a questionnaire and distributes among 3000 employees of the Iranian broadcasting organization. We have analyzed and assigned some points to different criteria and realized that standard EFQM can be considered as a customized method for taking appropriate strategies in this organization.

In today & apos; s competitive world, productivity- as a core source of production - is the most important target of the organization. Experimental studies in developed industrial countries prove that productivity improvements resulted from development of management systems play a more important role in production than physical increases in labor and capital factors. This paper, while focusing on productivity from a CRM perspective, employs a European Organizational Excellence Model framework to identify factors affecting productivity and the role of CRM systems. We perform an empirical study for a case study of home appliance manufacturing and using a questionnaire computed present status and compared with desired status of CRM components such as customer leadership, strategy, skill and motivation of labor work, effective use of information technology and process management.

Nowadays organizational excellence is regarded as the world’s most effective and progressive issue and many countries and organizations are attempting in the way of applying excellence. In this way, they attempt to improve such models and according to culture and sociopolitical conditions of each country, they attempt to design several models. The present research has been conducted with principal goal of designing organizational excellence model at cellulose industry of Iran. The study determines its components and aspects, priorities the aspects and components and analyzes relationship among different aspects of organizational excellence model at cellulose industry of Iran. The present research is an applied research with respect to goal and it is a descriptive-analytical method in terms of method. Statistical population of the present research covers all experts in the field of cellulose industry of Iran in which on this basis, the number of statistical sample was 207 people from managers to specialists. Results of research indicate that organizational excellence pattern of cellulose industry is a mixture of different aspects of technical, economic, inner environment, outer environment, motivation and behavioral processes.

Empowering workers play an essential role on increasing productivity in any organization. The service industries such as insurance companies or banks mostly rely on their own people to retain their customers and incomes. The recent increasing trend on the number of private banks in Iran has increased competition among existing banks. The banking industry strives to empower its employees as much as possible in an attempt to maintain market share by not losing its customers. In this paper, we present an empirical study to detect the most important factors empowering bank employees. The study is implemented for a recently established private bank with 228 people with 32 questions where 15 questions are focused on empowering employees. The results are analyzed using statistical tests and descriptive methods. The results indicate that leadership, academic qualification, appropriate policy and strategy, cooperation and processes play important role on empowering and enabling bank & apos; s employee.

Home appliances are considered as one of low margin and competitive industry in the world. This industry often needs significant amount of investment and resources and it often faces with some challenges during economic crises. In this paper, we present a framework for organizational excellence to detect any possible problems in home appliances industry. The proposed framework of this paper is used for a real-world case study of Iranian home appliances. The results of our survey indicate that there are four major dimensions involved with this industry including facilities, knowledge and skills, environment and vision. There are three criteria associated with facilities with 30 indexes, 14 criteria associated with knowledge and skills with 144 indexes, three criteria involved with environment with 33 indexes and five criteria linked with vision with 53 indexes. Therefore, home appliances in our case study needs 4 dimensions for achieving the organizational excellence.

During the past two decades, there have been tremendous efforts on developing efficient business excellence models to improve the quality of organizations. A typical business excellence model proposes several alternatives with different budget and the primary objective is to use the best ones. In this paper, we present a robust LINMAP method for measuring the relative importance of various alternatives in an EFQM self assessment. The presented robust model is capable of handling uncertainty as part of the problem formulation. The proposed model of this paper is implemented for a case-study of energy sector in Iran with various alternatives. The orderings of the alternatives are measured using data from multiple experts through applying the proposed model of this paper.