Marzieh Javadi; Hamid Ganji; Ahmadreza Reiesi; Maryam Yaghoobi; Parvin , Hematian
Volume 9, Issue 4 , September and October 2012, , Pages 539-547
Abstract
Introduction: In today’s world, organizations are attempting to achieve advantages andcompetitive results. Understanding mutual interactions between organizations and using modernmanagement techniques as well as modern management tools might have an influential effect onobtaining optimal organizational ...
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Introduction: In today’s world, organizations are attempting to achieve advantages andcompetitive results. Understanding mutual interactions between organizations and using modernmanagement techniques as well as modern management tools might have an influential effect onobtaining optimal organizational results. Nowadays, one of the competitive advantages is applyingthe excellence models. The present study aimed to evaluate the improvable areas in Al-ZahraHospital, (Isfahan, Iran) using EFQM (European foundation for quality management) model.Methods: This was an applied, cross-sectional descriptive study. Data collection was performedusing EFQM questionnaire through census method. Thirty-nine managers were involved in all thelevels (junior, senior and operational management) of this study.Results: The results showed the Al-Zahra Hospital obtained total score of 502.78 (out of 1000scores). The obtained score was 259.60 in enablers area and 243.08 in results area. Each of the nineEFQM-criteria score and percentages were as the following: Leadership 52 scores (52%) policy andstrategy 43 (54%), human resources 42 (47%), resources and companies 50 (56%) and processes 70(50.6%) for the enablers area. In the results area customer satisfaction score was 97 (48.8%), staffsatisfaction 31.5 (35%), society results 30.7 (51%) and key performance results was 83.6 (55.7%).Conclusion: Implementation of the self-evaluation model in this hospital led to identification ofstrengths and areas in need of improvement. Out of enabler and results criteria, staff andcostumer satisfaction were with lowest scores, respectively; which are considered as the areaswith improvement prioritization. Therefore, further attention is required for improving thesemodification criteria in hospitals.
