Mirmohamad Asadi; Saied Esfandiary; Seyed Habibola Mirghafori; Zahra Sadeghi Arani
Volume 9, Issue 6 , March 2012, , Pages 919-928
Abstract
Introduction: Establishing improvement in every organization requires assessment of organizationalperformance, planning and goal-setting to improve the performance. Despite remarkable progressesoccurred in recent years on designing the frameworks and performance evaluation systems, manyorganizations ...
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Introduction: Establishing improvement in every organization requires assessment of organizationalperformance, planning and goal-setting to improve the performance. Despite remarkable progressesoccurred in recent years on designing the frameworks and performance evaluation systems, manyorganizations still rely on traditional criteria. Therefore, according to the importance of performanceevaluation, it has been tried to combine qualitative and quantitative approaches in evaluation of totalquality management models under the European Foundation for Quality Management (EFQM) excellencemodel and mathematical models of data envelopment analysis (DEA); i.e. providing a model regardingperformance evaluation for 27 clinics of Yazd city so as to evaluate the advantages of the both methodsand minimize their disadvantages too.Methods: The study population of this descriptive study consisted of all the officials, staff and physiciansin clinics of Yazd in 2011. 283 subjects participated in the study and 215 of them completed thequestionnaire. The data collection tool was a standard 50-item EFQM excellence model questionnaire.The validity of this questionnaire has been proved in many previous studies. Cronbach’s alpha was alsoused to determine its reliability (r = 0.89). Data analysis was conducted through SPSS software and DEAPwas also used to determine the organizational efficiency.Results: Out of the 27 selected clinics, the clinics of Akbari (1.09), Qaemiyeh (1.054), Shahrak-Sanati(1.04), Azadshahr (1.014), Kasnaviyeh (1.06), Khatamolanbiya (1.41), Fateme-Zahra (1.039), Mottahari(1.056), Paknezhad (1.03), Shah-Vali (1.016), Sepahepasdaran (1.038), dental clinic (1.043), Nickpoor(1.11) and Kowsar (1.027) were efficient and the rest were inefficient. Khatmolanbyah (1.41) andRahmatabad clinics (0.89) obtained the first and the last rating in efficiency, respectively. In other words,more than half of the clinics in the city (52%) were efficient.Conclusion: Through combination of data envelopment analysis and organizational excellence models,which can constitute a strong performance assessment together, managers of the clinics can make a steptoward realistic assessment of the clinics and therefore improve them. Furthermore, inefficient clinics canalso change the human and financial resources in order to reach an acceptable level of performance.
