Purpose The purpose of this paper is to determine the correlations between TQM and organizational learning in the context of automobile part manufacturing and suppliers of Iran. Design/methodology/approach A research project is carried out in 191 automobile part manufacturing and suppliers plants, using the questionnaire method. Confirmatory Factor Analysis (CFA) is applied to assess the measurement instrument reliability and validity. The correlations between latent constructs are examined through Partial Least Squares (PLS) method. Findings Findings indicate that, both, the core and infrastructure aspects of QM practices have significant positive effect on organizational learning. At the lower levels, HRM and information and analysis contribute to enhancement of the organizational learning. Research limitations/implications It is recommended that a more complete construct be designed for measuring the organizational learning. Some contextual factors such as culture need to be noticed in future researches. Practical implications in this article some beneficial insights are addressed to assist managers in recognizing the organizational problems which weaken the organizational learning. Originality/value This study contributes to the TQM advance, organizational learning research literature and provides better foundations for organizational learning improvement through TQM practices in the Middle East. By investigating the correlations between infrastructure and core QM practices and organizational learning, this study fills the current gap in this field.

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PurposeThe purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness.Design/methodology/approachA new approach is proposed, in which SERVQUAL and overall administration effectiveness (OAE) are integrated. The recycling pavilion service process of Isfahan municipality is examined. By distributing 120 questionnaires containing the 22 questions of the SERVQUAL instrument developed by Parasuraman et al. in four pavilions of four different regions of the city of Isfahan, the services quality gap was measured and the OAE indicator performance was calculated. In OAE, the quality ratio was measured based on the quality gap, and performance and availability ratios were measured based on the characteristics of the recycling pavilion services.FindingsThe empirical findings imply that the application of the proposed approach has resulted in a reduction of 0.59 of the gap average and a 36 per cent improvement of the OAE indicator.Research limitations/implicationsWhile a general approach is proposed for service application, the results of the case study may not be generalisable.Originality/valueThe proposed approach of this study presents a method for simultaneous analysis of service quality and effectiveness.

Abstract:Intellectual framework of today's organizations is full of pointing out of the information and participation of expert and innovative workforce instead of operational workforce. In this space, improving performance and sustaining competitive advantage are fundamental concerns for managers. Innovation and organizational learning are the best important bases for improving performance and obtaining competitive advantage. Therefore, this research wants to investigate and model the relationship between human capital (HC) and new product development performance (NPDP) efficiency with regard to the mediating role of organizational learning capability (OLC). Automobile industry in Iran is elected as statistical society. In this study, results are obtained by structural equations and path model. Also for better description of results, we use other deducible statistic such as binamial test and one-Sample Kolmogorov-Smirnov Test. The results of this study bode that human capital can improve NPDP efficiency by organizational learning capability. Also the provided model in this research is supported by data.

The purpose of this study is to develop a fuzzy Analytic Network Process (ANP) model that has the ability to evaluate employee performance in different strategies. A team of experts in the field of strategic human resource management and senior management of an organization engaged in steel production were involved in the study. The data collection tool was a questionnaire that was designed based on the criteria of organization's performance appraisal system. The results showed that in cost leadership strategy, compliance of work hierarchy, quantity of work and the ability to make important decisions constituted the highest coefficients, while in the focus strategy, participate in group work, power of supervision and administration and decision making ability had the highest importance. In differentiation strategy, innovation and creativity, quality and offering constructive suggestions received higher ratings than other criteria. Finally, the developed model was used to evaluate the performance of a sample employee.