Mehr Iran Bank's Performance Evaluation Using EFQM Excellence Model: A Case Study of Alborz Province Branches

Mehr Iran Bank's Performance Evaluation Using EFQM Excellence Model: A Case Study of Alborz Province Branches

Mohammad Abdolshah (Department of Industrial Engineering, Semnan Branch, Islamic Azad University, Semnan, Iran), Mostafa Moghimi (Semnan University, Semnan, Iran), Mariam Azin (Semnan University, Semnan, Iran) and Pourya Najafian (Semnan University, Semnan, Iran)
DOI: 10.4018/IJPMAT.2016010102
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Abstract

The role of assessment systems in organizational excellence today is well-known in the business world. Performance assessment in organizations to identify strengths and weaknesses to make optimal use of resources has special significance. The changing needs of customers and stakeholders, competition, constant changes in laws and regulations, and reliance on traditional methods will not result in enhanced performance within global hypercompetition. Therefore, it has become necessary to employ models which possess the ability to evaluate organizations' present situation for strategic planning. In this regard, the EFQM Model is known as one of the most comprehensive performance evaluation tools. This study uses a descriptive-analytical survey method to evaluate Mehr Iran Bank's performance based on the EFQM Model. Research instruments in this survey include a personal details questionnaire and a special questionnaire. The SPSS software and the Kolmogrov-Smirnov test have been used to analyze data and check the normality of the variables, respectively.
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2. Theoretical Background

There are a number of common models for performance evaluation such as the Analytical Hierarchy Process (AHP), Quality Management System (ISO), Total Quality Management (TQM), and the EFQM Excellence Model which is considered the most comprehensive model of performance evaluation. The EFQM was developed by the European Foundation for Quality Management in 1991 as an initial framework for the evaluation and improvement of organizational performance and consists of nine criteria: five enablers (leadership, policy and strategy, people, partnerships and resources, and processes), and four results (customer, people, society, and key performance). Enablers show what the organization is doing and are the factors which allow the organization to achieve excellent results. Results criteria are those results that an organization acquires, and indicate the achievements from appropriate implementation of enabler hypotheses to be considered based on the EFQM which include the following:

The main hypothesis:

Based on the Excellence Model, the performance of Gharzolasaneh Mehr Iran Bank of Alborz Province is excellent.

The sub-hypotheses:

  • 1.

    The performance of Gharzolhasaneh Mehr Iran Bank branches of Alborz Province in terms of enablers is excellent.

  • 2.

    Performance of Gharzolhasaneh Mehr Iran Bank branches of Alborz Province in terms of results is excellent.

3. Research Methodology

The research method applied in this study is a descriptive-analytical survey method conducted in 2014. The research population was the employees of Mehr Iran Bank. A sample size of 25 was obtained using the Cochran formula.

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