استفاده از رویکرد ترکیبی چندمرحله‌ای تحلیل پوششی داده‌ها (DEA) و کارت امتیازی متوازن (BSC) برای بهبود ارزیابی عملکرد

نوع مقاله: مقاله پژوهشی

نویسندگان

1 استاد، دانشگاه تهران.

2 کارشناسی ارشد، دانشگاه تهران.

چکیده

این پژوهش بر آن است تا با به­‌کارگیری دو تکنیک مطرح تحلیل پوششی داده­‌ها و کارت امتیازی متوازن، چارچوبی برای سنجش عملکرد سازمان ارائه دهد که سازمان با استفاده از این مدل سنجش عملکرد بتواند فرآیند ارزیابی عملکرد را با معیارها و سنجه­‌هایی جامع و همه­‌جانبه که ترجمان استراتژی­‌ها و اهداف بلندمدت سازمان باشد، اجرا کند. در این پژوهش کارایی 20 شعبه «بانک سینا» با استفاده از شاخص‌­هایی که با توجه به اهداف و استراتژی‌­های کلان سازمان انتخاب شدند، ابتدا طی 4 مرحله با استفاده از مدل DEA در هر یک از ابعاد چهارگانه کارت امتیازی متوازن بر اساس رابطه علت­‌و­معلولی موجود بین وجوه چهارگانه محاسبه شد؛ سپس کارایی شعبه‌­ها بدون در­نظر­گرفتن رابطه علت­‌و­معلولی بین وجوه چهارگانه و پویایی­‌های فرآیندهای درون­‌سازمانی محاسبه گردید. پس از تعیین امتیاز کارایی شعبه‌ها، برای شعب ناکارا در هر یک از چهاردیدگاه کارت امتیازی متوازن، شعب مرجعی از مجموعه شعب کارا معرفی شد و به این وسیله راهکارهای بهبود عملکرد برای شعب ناکارا ارائه شد.

کلیدواژه‌ها


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