مدل مفهومی افزایش امتیاز مشتریان در مدل تعالی سازمانی EFQM برای شرکت های بازرسی بین المللی
محورهای موضوعی :
مدیریت صنعتی
Sanaz Rasouli
1
,
Kamran Jamali Firouzabadi
2
1 - Master of industrial engineering of Islamic Azad University, Firouzkooh Branch
2 - Assistant Professor and Faculty Member of Islamic Azad University, Firouzkooh Branch
تاریخ دریافت : 1395/04/05
تاریخ پذیرش : 1396/07/25
تاریخ انتشار : 1396/10/03
کلید واژه:
مدل مفهومی,
نمودار جریان داده(DFD),
مدل تعالی سازمانی EFQM,
شرکتهای بازرسی,
گواهی COI و IC,
Model –DFD– Excellence EFQM Model and Inspection Companies – COI&IC Certificate,
چکیده مقاله :
امروزه رضایت مشتریان در سازمان های خدماتی اهمیت قابل توجهی پیدا کرده اند و بهبود کیفیت خدمات به مشتریان از جمله شاخص ترین مزیت های رقابتی در شرکتهای بازرسی بین الملی می باشد. جهت شناسایی نقاط قوت و ضعف و زمینه های بهبود عملکرد در سازمان، نیازمند سیستمی مناسب جهت کسب امتیازات بیشتری از معیار مشتریان می باشیم. در این تحقیق به مدل مفهومی جدیدی به منظور کسب افزایش امتیاز مشتریان در مدل تعالی سازمانی EFQM پرداخته شده است. آنچه در این تحقیق بررسی می گردد این است که مدل DFDمفهومی مذکور با کدام معیارها و زیر معیارهای مربوط به مشتریان در مدل تعالی سازمانی EFQM بطور مستقیم و غیر مستقیم ارتباط دارد. اگر انتقال اطلاعات شرکتهای بازرسی بر اساس DFDمفهومی رسم شده باشد، در آن صورت امتیاز مربوط به مشتریان افزایش پیدا کرده و امتیاز کلی EFQMنیز برای آن شرکتها افزایش پیدا می کند. سپس با ارزیابی پاسخ های داده شده به پرسش های مطروحه توسط ارزیاب در فرم اظهارنامه تعالی سازمانی وضعیت سازمان با توجه به رفتار مورد انتظار در مدل تعالی سازمانی EFQM تشخیص داده می شود و چنانچه سوالات فرم اظهارنامه بر اسا س مشاهده مستندات پاسخ داده شود، با ارزیابی پاسخ سوالات و ارتباط موثر پاسخ ها می توان به میزان قابل توجهی به استقرار مدل مفهومی با توجه به بندهای مدل EFQM در شرکتهای بازرسی رسید. لذا نتیجه می گیریم که با پیاده سازی یک مدلDFD مفهومی امتیاز مربوط به مشتریانمان افزایش پیدا می کند.
چکیده انگلیسی:
Nowadays customer satisfaction in the service organizations has been found of considerable importance. In this regard, the most competitive index is the quality improvement of services to the customers in International inspection companies. To identify strengths & weakness points of these organizations for performance improvement, an appropriate system is needed to enable us for obtaining more concessions from the customers. Is this research new conceptual model of attaining more concessions from the customers in EFQM is studied. What in this research will be studied is “the DFD conceptual model is related to which customer based standards & criteria?” that if information transfer of inspection companies is diagramed on the basis of conceptual model, then concessions of points by the customers would be increased which lead to increase the total EFQM points of the companies. After that organizational excellence declaration forms which are filled by the customers would be evaluated by the assessor and desired behavior of organizational excellence would be recognized upon the answers to the questions in the mentioned form. If the questionnaire had been filled documentary, by evaluating answers & their efficient relation, establishing of EFQM conceptual model could be with high extent achievable. Therefore we can conclude that by implementing a DFD conceptual model, points by customers would be increased.
منابع و مأخذ:
Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). Behavioral responses to customer satisfaction: an empirical study. European journal of marketing, 35(5/6), 687-707.
Bayo-Moriones, A., Merino-Díaz-de-Cerio, J., Escamilla-de-León, S. A., & Selvam, R. M. (2011). The impact of ISO 9000 and EFQM on the use of flexible work practices. International Journal of Production Economics, 130(1), 33-42.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of retailing and consumer services, 15(3), 156-162.
Brennan, C., & Douglas, A. (2002). Complaints procedures in local government: informing your customers. International journal of public sector management, 15(3), 219-236.
Dr.Najmi. (2004). EFQM excellence model from idea to action, Institute for Studies in Publishing and labor productivity.
Fecikova, I. (2004). An index method for measurement of customer satisfaction. The TQM magazine, 16(1), 57-66.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57.
Hsu, S. H. (2008). Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert systems with Applications, 34(4), 3033-3042.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International journal of bank marketing, 20(4), 146-160.
Jelodari mamghani B. ( 2008). EFQM Excellence Organization, Tehran: Industrial Research and Education Center.
Kanji, G. K., & e Sá, P. M. (2002). Kanji's business scorecard. Total Quality Management, 13(1), 13-27.
Lati. M. (2008), Conceptual Model of customer satisfaction, Azad University of Firoozkooh.
Leverin, A., & Liljander, V. (2006). Does relationship marketing improve customer relationship satisfaction and loyalty? International journal of bank marketing, 24(4), 232-251.
Moreno-Rodrı, J. M., Cabrerizo, F. J., Pérez, I. J., & Martı, M. A. (2013). A consensus support model based on linguistic information for the initial-self assessment of the EFQM in health care organizations. Expert Systems with Applications, 40(8), 2792-2798.
Stauss, B., & Schoeler, A. (2004). Complaint management profitability: what do complaint managers know? Managing Service Quality: An International Journal, 14(2/3), 147-156.
SalekZamani, Pourshams. M. (2006). Quality management, customer satisfaction, Training and Industrial Research of Iran.
Yousefie, S., Mohammadi, M., & Monfared, J. H. (2011). Selection effective management tools on setting European Foundation for Quality Management (EFQM) model by a quality function deployment (QFD) approach. Expert Systems with Applications, 38(8), 9633-9647.
Zakeri. B. (1993). Methods of Structured Analysis and Design of Information Systems, Industrial Management Institute, published 11.
Zárraga-Rodríguez, M., & Álvarez, M. J. (2014). Does the EFQM Model Identify and Reinforce Information Capability? Procardia-Social and Behavioral Sciences, 109, 716-721.
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Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). Behavioral responses to customer satisfaction: an empirical study. European journal of marketing, 35(5/6), 687-707.
Bayo-Moriones, A., Merino-Díaz-de-Cerio, J., Escamilla-de-León, S. A., & Selvam, R. M. (2011). The impact of ISO 9000 and EFQM on the use of flexible work practices. International Journal of Production Economics, 130(1), 33-42.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of retailing and consumer services, 15(3), 156-162.
Brennan, C., & Douglas, A. (2002). Complaints procedures in local government: informing your customers. International journal of public sector management, 15(3), 219-236.
Dr.Najmi. (2004). EFQM excellence model from idea to action, Institute for Studies in Publishing and labor productivity.
Fecikova, I. (2004). An index method for measurement of customer satisfaction. The TQM magazine, 16(1), 57-66.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57.
Hsu, S. H. (2008). Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert systems with Applications, 34(4), 3033-3042.
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International journal of bank marketing, 20(4), 146-160.
Jelodari mamghani B. ( 2008). EFQM Excellence Organization, Tehran: Industrial Research and Education Center.
Kanji, G. K., & e Sá, P. M. (2002). Kanji's business scorecard. Total Quality Management, 13(1), 13-27.
Lati. M. (2008), Conceptual Model of customer satisfaction, Azad University of Firoozkooh.
Leverin, A., & Liljander, V. (2006). Does relationship marketing improve customer relationship satisfaction and loyalty? International journal of bank marketing, 24(4), 232-251.
Moreno-Rodrı, J. M., Cabrerizo, F. J., Pérez, I. J., & Martı, M. A. (2013). A consensus support model based on linguistic information for the initial-self assessment of the EFQM in health care organizations. Expert Systems with Applications, 40(8), 2792-2798.
Stauss, B., & Schoeler, A. (2004). Complaint management profitability: what do complaint managers know? Managing Service Quality: An International Journal, 14(2/3), 147-156.
SalekZamani, Pourshams. M. (2006). Quality management, customer satisfaction, Training and Industrial Research of Iran.
Yousefie, S., Mohammadi, M., & Monfared, J. H. (2011). Selection effective management tools on setting European Foundation for Quality Management (EFQM) model by a quality function deployment (QFD) approach. Expert Systems with Applications, 38(8), 9633-9647.
Zakeri. B. (1993). Methods of Structured Analysis and Design of Information Systems, Industrial Management Institute, published 11.
Zárraga-Rodríguez, M., & Álvarez, M. J. (2014). Does the EFQM Model Identify and Reinforce Information Capability? Procardia-Social and Behavioral Sciences, 109, 716-721.
