Developing a Conceptual Model of Organizational Excellence Maturity Based on Organizational Capabilities (Case Study: Mobile Telecommunication Company of Iran (Hamrahe Aval))

In the last two decades, the use of models of business excellence has become very common and many companies use models to evaluate their performance. Nevertheless, the review of the articles published between 1994 and 2017 shows that the firms have many difficulties wxploiting and evaluating the criteria for these models. They are also unable to ensure long-term success in firms with quickly changed environments. Therefore, in this study, organizational excellence is studied based on dynamic capability perspective and conceptual modeling. In the present study, the conceptual model of organizational excellence was presented based on resources and dynamic capabilities through literature review and content analysis and was confirmed by structural equations modeling. At the end, the related maturity levels were planned using fuzzy Delphi method and used in mobile communication company of Iran. In this study, the effect of dynamic capability on business excellence model is shown to stabilize the performance results of the organization. The conceptual model presented in this study helps to integrate these models with organizational capabilities and culture of excellence and lead the organization to sustainable performance.