Document Type : Original Article
Authors
1 PhD Student, Management, School of Management, University of Tarbiyat Moddares, Tehran, Iran
2 Management, School of Management, Yazd Jahad Daneshgahi Higher Education Institute, Yazd, Iran
3 Associate Professor, Management and Accounting, School of Management, University of Yazd, Yazd, Iran
4 PhD Student, Management, School of Management, University of Tehran, Tehran, Iran
Abstract
Introduction: Establishing improvement in every organization requires assessment of organizational
performance, planning and goal-setting to improve the performance. Despite remarkable progresses
occurred in recent years on designing the frameworks and performance evaluation systems, many
organizations still rely on traditional criteria. Therefore, according to the importance of performance
evaluation, it has been tried to combine qualitative and quantitative approaches in evaluation of total
quality management models under the European Foundation for Quality Management (EFQM) excellence
model and mathematical models of data envelopment analysis (DEA); i.e. providing a model regarding
performance evaluation for 27 clinics of Yazd city so as to evaluate the advantages of the both methods
and minimize their disadvantages too.
Methods: The study population of this descriptive study consisted of all the officials, staff and physicians
in clinics of Yazd in 2011. 283 subjects participated in the study and 215 of them completed the
questionnaire. 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 also
used to determine its reliability (r = 0.89). Data analysis was conducted through SPSS software and DEAP
was 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) and
Rahmatabad 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 step
toward realistic assessment of the clinics and therefore improve them. Furthermore, inefficient clinics can
also change the human and financial resources in order to reach an acceptable level of performance.
Keywords
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