Performance evaluation of Maskan Bank by using EFQM Organizational Excellence Model

Subject Areas : Educational management

Received: 2016-06-04 Accepted : 2016-06-04 Published : 2016-05-21

Keywords: EFQM, enablers, results, human resources, damages, Maskan Bank,

Abstract :

 The aim of this article is to prioritize complications (damages) of Maskan Bank by using EFQM Organizational Excellence Model. The structure of EFQM Organizational Excellence Model has two domains of enablers and results. Domain of enablers expresses the constituent components of the organization and how they interact together. It includes five criteria of Leadership - Policy and Strategy - Employees - Companies and Resources and Processes. The domain of results is achieved from implementation of the enablers. This domain has constituted of 4 criteria of Customer Results - Human Resources Results -Society Results and Performance Key Results made. This research is applied in terms of purpose. It is descriptive - correlational in terms of method. Statistical population of this research includes all employees working in central offices of Tehran city Maskan Bank in 2015 (1335 persons). Statistical sample was estimated 300 persons based on Cochran formula.   They were selected by simple random sampling method. Standard organization excellence model (EFQM) questionnaire was used to collect the data. Face and content validity of the questionnaire was confirmed by using experts' opinion. Cronbach's alpha coefficient was obtained 0.989 for the whole questionnaire. This suggests internal consistency of items and acceptable reliability of the questionnaire. Finally, the data were analyzed by using one-sample t test and Friedman test with application of SPSS software. Results showed that the complications (damages) of Maskan Bank are greater in domain of results compared to the domain of enablers. Considering the average rating of criterion of customer results (5.80), human resources results (5.69), leadership (5.54), human resources (5.37), society results (5.09), policy and strategy (4.90), performance key results (4.78), processes (4.08) and companies and resources (3.75) were in the first to nine statistical priorities of complications (damages) of Maskan Bank according to the respondents' opinion.

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