ارزیابی عملکرد سازمان با استفاده از رویکرد ترکیبی تحلیل پوششی داده های فازی و کارت امتیازی متوازن (مطالعه موردی : شعب بانک تجارت استان یزد)
محورهای موضوعی :
مدیریت صنعتی
Seyed Habibollah Mirghafoori
1
,
Ali Morovati
2
,
Vahid Namavaran
3
,
Fatemeh Zamani
4
1 - Associate Professor in Production and Operations Management, Faculty of Economics, Management and Accounting, Yazd University, Yazd, Iran
2 - Assistant Professor in Production and Operations Management, Faculty of Economics, Management and Accounting, Yazd University, Yazd, Iran
3 - Master of Science in Industrial Management, Field of Production, Yazd Academic Center for Education, Culture and Research, Engineering Faculty
4 - Master of Science in Industrial Management, Field of Production, Yazd Academic Center for Education, Culture and Research, Engineering Faculty
تاریخ دریافت : 1392/03/27
تاریخ پذیرش : 1392/08/01
تاریخ انتشار : 1398/03/18
کلید واژه:
ارزیابی عملکرد,
Performance Evaluation,
fuzzy sets,
تئوری مجموعه های فازی,
تحلیل پوششی داده های فازی,
fuzzy data envelopment analysis,
فرآیند کارت امتیازی متوازن,
شعب بانک تجارت استان یزد,
the balanced score card,
commerce bank of Yazd province,
چکیده مقاله :
با افزایش رقابت در عرصه تولید و خدمات، سازمان ها به شاخص ها و الگوهایی برای بررسی عملکرد خود نیاز پیدا کردند. یکی از ابزارهای موفق در زمینه پیاده سازی برنامه های راهبردی سازمان سیستم کارت امتیازی متوازن است. هدف این پژوهش ارزیابی عملکرد شعب بانک تجارت استان یزد و رتبه بندی آنها بر اساس میزان کارایی می باشد. کارت امتیازی متوازن ابزاری مناسب جهت طراحی ارزیابی عملکرد و سنجش آنها از چهار دیدگاه: مالی، مشتری، فرآیندهای داخلی و رشد و نوآوری می باشد. این پژوهش با استفاده از مدل تلفیقی کارت امتیازی متوازن و تحلیل پوششی داده های فازی در ارزیابی عملکرد شعب بانک تجارت استان یزد انجام شده است. روش این تحقیق توصیفی و برای گردآوری اطلاعات مورد نیاز برای اجرای پژوهش از انواع روش های میدانی، کتابخانه ای، مشاهده و بعضا مصاحبه استفاده شده است. پس از بررسی نتایج پژوهش مشخص شد که از 26 شعبه تحت بررسی در مدل CCR فازی تعداد 11 شعبه دارای کارایی یک بوده اند. همچنین برای رتبه بندی کامل از روش رتبه بندی کارایی متقاطع استفاده شده است. در نهایت نتایج به دست آمده از تحلیل حساسیت حاکی از آن است که ATM بیشترین تاثیر را بر کارائی واحدها دارد، و همچنین موقعیت و تعداد کارکنان نیز به ترتیب در رده های بعدی قرار دارند. از سوی دیگر جمع سپرده بانکی کمترین تاثیر را بر کارائی بانک ها دارد.
چکیده انگلیسی:
In today’s competitive environment in manufacturing and services process, the organizations are confronted with the need to have indicators and patterns for assessing the performance. The balanced scorecard is a successful instrument in implementing the strategic plans of the organization. The present paper aims to evaluate the performance and rank the branches of Tejarat bank in Yazd province based on their efficiency. The balanced scorecard is an appropriate device for designing and measuring the performance in terms of four perspectives including financial, customer, internal process and growth and innovation. This study also intends to use a combining model of BSC and fuzzy data envelopment analysis to evaluate the performance of the branches. This is a descriptive study using field study along with the library, observation and sometimes interview to gather the required information. The findings reveal that among the twenty-six examined branches, 11 branches are efficient. Additionally, the cross efficiency ranking has been used to rank the branches. Finally, the sensitivity analyses demonstrate that ATM has the highest impact on the efficiency of the units followed by the position and the number of employees. On the other hand, the total bank deposits have the least impact on the efficiency of the banks.
منابع و مأخذ:
Azar, Adel & Gholamrezaie, D. (2006). Rank in Category national approach to data envelopment analysis (using the human development index). Economic Research of Iran, 27(8), 153-173
Azar, Adel & Safari, S. (2004). DEA approach to modeling excellence. Journal of Agricultural Science, 2,1-31
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Khazaei, Amir, Manjiri, Hadi, Samiey, Ebrahim & Najafi, Hossein. (2014). The Effect of Service Convenience on Customer Satisfaction and Behavioral Responses in Bank Industry. International Journal of Sciences: Basic and Applied Research (IJSBAR), 3(31):16-23.
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Shahriari, S. (2002). Presented a fuzzy DEA model to evaluate the relative performance of the Humanities Faculty (MA dissertation). Tehran University.
Wang, Y. M., & Greatbanks, R., & Yang, J. B. (2005). Interval efficiency assessment using data envelopment analysis. Fuzzy Sets and Systems. 153(3), 347–370.
Wu, D, Yang, Z., & Liang, L. (2006). Efficiency analysis of cross-region bank branches using fuzzy data envelopment analysis. Applied Mathematics and Computation, 181(1), 271–281.
Yao, Y.Y.& Zhao, Y. & Maguire, R.B. (2003). Explanation oriented association mining using a combination of unsupervised and supervised learning algorithms. Proceedings of the Sixteenth Canadian Conference on Artificial Intelligence.
Zadeh, L.A. (1973). The Concept of a Linguistic Variable and its Application to Approximate Reasoning, Memorandum ERL-M 411 Berkeley.
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Azar, Adel & Gholamrezaie, D. (2006). Rank in Category national approach to data envelopment analysis (using the human development index). Economic Research of Iran, 27(8), 153-173
Azar, Adel & Safari, S. (2004). DEA approach to modeling excellence. Journal of Agricultural Science, 2,1-31
Azar, Adel & Poor dervish, A. (2007). Balanced Scorecard BSC system improvement based on fuzzy logic. Tehran University School of Management University of Jihad, Proceedings of the Third National Conference on performance management
Danaeefard, H., & Alwani, S. M., & Azar, A. (2004). Methods of quantitative research in management: a comprehensive approach. Tehran: Saffar Eshraghi publisher
Eilat, H., & Golany, B., & Shtub, A. (2006). Constructing and evaluating balanced portfolios of R&D projects with interactions: A DEA based methodology. European Journal of Operational Research, 172(3), 1018–1039.
Hosseinzadeh lotfi F. and Mansouri B. (2008). The Extended DEA/DA Approach of fuzzy Data'', Applied Mathematical Sciences, 2(30), 1465-1477.
Ibn Rasul, S. A., & Trhany, F., & Lotfi, I. (2007). The balanced scorecard model implementation and development. Performance management national conference.
Kaplan, R. S. & Norton, D. P. (2001). The Strategy Focused Organization: Massachusetts. Harvard Business School Press, Boston. Retrieved from http://www.EMERALDINSIGHT.com
Kaplan, S., & David, N. (1996). Using the Balanced Scorecard as a Strategic Management System, Harvard Business Review, and Jan-Feb.
Khazaei, Amir, Manjiri, Hadi, Samiey, Ebrahim & Najafi, Hossein. (2014). The Effect of Service Convenience on Customer Satisfaction and Behavioral Responses in Bank Industry. International Journal of Sciences: Basic and Applied Research (IJSBAR), 3(31):16-23.
Khodaee, S. (2008). Performance evaluation of social insurance branch of Tehran province using a hybrid approach to fuzzy data analysis and balanced scorecard ignore (Bachelor Thesis). University of Tehran.
Robert S, K., & David P, N. (2008). Strategy-driven organization.)Translation: Parviz Bakhtiyari, Seventh Edition) Tehran, Industrial Management Publishing.
Shahriari, S. (2002). Presented a fuzzy DEA model to evaluate the relative performance of the Humanities Faculty (MA dissertation). Tehran University.
Wang, Y. M., & Greatbanks, R., & Yang, J. B. (2005). Interval efficiency assessment using data envelopment analysis. Fuzzy Sets and Systems. 153(3), 347–370.
Wu, D, Yang, Z., & Liang, L. (2006). Efficiency analysis of cross-region bank branches using fuzzy data envelopment analysis. Applied Mathematics and Computation, 181(1), 271–281.
Yao, Y.Y.& Zhao, Y. & Maguire, R.B. (2003). Explanation oriented association mining using a combination of unsupervised and supervised learning algorithms. Proceedings of the Sixteenth Canadian Conference on Artificial Intelligence.
Zadeh, L.A. (1973). The Concept of a Linguistic Variable and its Application to Approximate Reasoning, Memorandum ERL-M 411 Berkeley.
