ارزیابی سازمان‌ها بر اساس مدل تعالی EFQM با استفاده از منطق نوتروسوفیک (مورد مطالعه: صنعت بانکداری ایران)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 کارشناس ارشد، دانشگاه شاهد.

2 استادیار، دانشگاه شاهد.

چکیده

ازآنجاکه ارزیابی مدل­‌های تعالی، به‌ویژه مدل تعالی EFQM، با رویکرد منطق رادار مبتنی بر قضاوت ذهنی ارزیابان است و در فضای عدم‌­قطعیت رخ می­‌دهد، هدف پژوهش حاضر ارزیابی دقیق‌­­تر سازمان­‌ها بر اساس مدل تعالی EFQM با استفاده از منطق نوتروسوفیک در صنعت بانکداری است تا مقادیر برآوردی ارزیابی را به روشی دقیق‌تر انجام دهد. در این پژوهش ارزیابی سازمان بر اساس مدل تعالی EFQM با استفاده از منطق نوتروسوفیک که یک منطق سه‌­ارزشی در فضای عدم‌­قطعیت است، صورت گرفت. ابتدا یک ابزار ارزیابی برای سنجش با منطق نوتروسوفیک طراحی شد. روایی سازه و محتوای پرسشنامه به‌­دلیل استفاده از چارچوب مدل تعالی  EFQMدر طراحی آن و همچنین تأیید خبرگان حوزه ارزیابی، قابل­‌قبول بوده و پایایی آن با روش دستیابی به مشابهت نظر خبرگان و اتفاق­‌نظر آنان بر پایا­بودن پرسشنامه تأیید شد؛ سپس سازمان­‌های منتخب که شامل سه بانک دولتی، خصوصی و شبه‌دولتی بود با استفاده از این ابزار توسط گروه ارزیابان منتخب جایزه ملّی تعالی سازمانی ارزیابی شدند و درنهایت مقایسه‌­ای بین نتایج این ارزیابی با منطق رادار صورت گرفت. بنا بر نظر خبرگان ارزیابی جایزه ملّی تعالی EFQM و همچنین محاسبات انجام‌شده، ارزیابی سازمان­‌های مورد­مطالعه با رویکرد منطق نوتروسوفیک دقیق­‌تر از ارزیابی با رویکرد منطق رادار است.

کلیدواژه‌ها

عنوان مقاله [English]

Organizations Assessment Based on EFQM Excellence Model Using Neutrosophic Logic (Case Study: Iranian Banking Industry)

نویسندگان [English]

  • Fatemeh Emami 1
  • Reza Abbasi 2
  • Amin Habibirad 2
1 Master Student, Shahed University.
2 Assistant Professor, Shahed University.
چکیده [English]

Due to the fact that excellence models, especially EFQM, work based on RADAR logic, which makes them heavily rely on subjective judgments, the aim of this study is to present a more accurate and objective way of assessing organizations with EFQM using Neutrosophic logic approach to minimize estimation errors of assessment values. In this study, assessing organizations based on the EFQM excellence model is performed using Neutrosophic logic, which is a three-valued logic useful in studying uncertainty. First, an assessing tool is designed for evaluation with Neutrosophic logic. Its validity of structure and content was confirmed using EFQM model framework and experts' opinion of evaluation. Also, the reliability was supported in a similar manner using experts' views. Then, the selected organizations, including three state-owned, private, and semi-public banks, were assessed with the assessing tool, and finally, the results of assessing with RADAR logic and Neutrosophic logic were compared. Based on assessing experts of EFQM National Excellence Award and calculations, assessing studied organizations with Neutrosophic logic approach proved more accurate than assessing with RADAR logic approach.

کلیدواژه‌ها [English]

  • Assessment
  • Banking Industry
  • EFQM Excellence Model
  • RADAR Logic
  • Neutrosophic Logic

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