Designing a Bank-Based Flexible Performance Evaluation System (Study: Bank Shahr)

Given the limitations of the existing performance evaluation models for organizations with dynamic internal and external conditions, this study aims to provide a flexible performance evaluation model with adaptability to intra- and extra-organizational changes. The present study first forms a database of criteria related to banking activities. After gathering the experts' opinions, we select 25 general concepts. By using a Fuzzy cognitive map (FCM) and weighted by the Fuzzy Analytic Network Process (FANP), we identify nine effective criteria. Creating organizational justice for all colleagues, meeting customer needs as soon as possible, emphasizing proper employee ethics with the customer, and doing research and developing for products and services are the most important criteria. The results show that the proposed flexible model can be used as a tool to extract performance evaluation criteria in accordance with the organization's requirements and utilized in the performance appraisal process. The novelties of the present study are updating the existing criteria in the database based on the results of evaluations and management decisions and changing strategies, using this model to select appropriate criteria in each period of performance evaluation based on organizational conditions.