Authors
1 MSc Student, Industrial Management, Islamic Azad University, Najaf Abad Branch, Isfahan, Iran
2 Industrial Management, Planning Assistant of Isfahan Governor, Isfahan, Iran
3 Research Assistant, Mobarake Branch, Isalamic Azad University, Isfahan, Iran
Abstract
Introduction: In today's world, survival of any organization depends on its competitiveness and
suitable decisions against environmental changes. One of the effective methods in organizations is
to use performance evaluation systems to determine weak points to be improved and strengths to be
reinforced. Performance evaluation and management not only help organizations to increase
competitiveness, but also play an important role in determination and implementation of strategies.
This research tried to present a performance evaluation model for service organizations.
Methods: This was an applied descriptive case study on the Medical Services Insurance
Organization in the province of Isfahan, Iran, during 2009-2010. A questionnaire whose validity
and reliability were confirmed by the opinions of experts and a Cronbach's alpha of 0.71,
respectively, was used to collect data. First, related books and articles were reviewed to determine
index characteristics. Four University professors were then asked and the results were analyzed by
TOPSIS technique to identify key properties in selecting indices. A questionnaire was then used to
determine key performance indices. Afterwards, the indices were weighted using a different
questionnaire. Finally, the collected information was ranked by numerical taxonomy technique.
Results: The key performances indices were identified as cost management, income
management, and customer satisfaction. The performance of organizations was evaluated and
compared based on these indices. The results were presented in tables.
Conclusion: To improve the performance of branches of Medical Services Insurance
Organization in different towns, analysis and optimization of medical expenses, increasing
income, and customer satisfaction have particular importance. These factors would definitely be
vital in success of the Medical Services Insurance Organization as a whole.
Keywords
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