Investigating the level of customer oriented in an excellence business organization through EFQM method

Hosseini, Somayeh Sadat; Aalikhani, Ali

doi:10.5267/j.msl.2014.10.013

Cited by 2 publications

(1 citation statement)

References 10 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…They concluded that it was difficult to determine a perfect match between a company and a performance measurement framework. Hosseini and Aalikhani (2014) investigated the level of customer oriented in an excellence business organization through EFQM method for one of the biggest Iranian banks in city of Tehran, Iran. Abbasi and Farhangi (2013) used EFQM method for broadcasting firm in Iran.…”

Section: Introductionmentioning

confidence: 99%

An application of organizational excellence assessment: Evidence from cement industry

Toroudi¹,

Alamdardehi²,

Mahjoub³

et al. 2015

10.5267/j.msl

View full text Add to dashboard Cite

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 α 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.

show abstract

Section: Introductionmentioning

confidence: 99%

An application of organizational excellence assessment: Evidence from cement industry

Toroudi¹,

Alamdardehi²,

Mahjoub³

et al. 2015

10.5267/j.msl

View full text Add to dashboard Cite

show abstract

Investigating the level of customer oriented in an excellence business organization through EFQM method

Hosseini¹,

Aalikhani²

2014

10.5267/j.msl

Self Cite

View full text Add to dashboard Cite

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.

show abstract

Investigating the level of customer oriented in an excellence business organization through EFQM method

Cited by 2 publications

References 10 publications

An application of organizational excellence assessment: Evidence from cement industry

An application of organizational excellence assessment: Evidence from cement industry

Investigating the level of customer oriented in an excellence business organization through EFQM method

Contact Info

Product

Resources

About