A REVIEW ON THE CRITERIA FOR THE ENHANCEMENT OF THE QUALITY MANAGEMENT AND EXCELLENCE OF THE COMMUNICATIONS AND INFORMATION TECHNOLOGY INDUSTRY BY

To fulfill the macro-policies of the country in the sector of information and communications technology, the presence of an effective governing company as the telecommunications and communications backbone network is necessary to provide the requirements for upgrading the quality management of the products and services and to fulfill the strategic policies of that industry. The purpose of this research is to examine and identify the specific requirements, criteria and standards of the communications and information technology area for improving the service quality of the telecommunications backbone network of Iran. By adding the security & risk, governance and economic criteria to the latest edition of the European Foundation for Quality Management Excellence Model, the newly developed model was designed and localized as a model for the quality management and excellence of the telecommunications backbone network of Iran after validating and verifying the model. In this research, to achieve the highest level of the reliability and the internal consistency of each criterion, the related sub-criteria, using the factor analysis approach, were sorted and analyzed according to the survey of the experts in several stages. The criteria of this model consist of two categories including the Enablers and the Results. The criteria for the Enablers include the leadership, economic, people, strategy, processes & products and services, partnership & resources, security and risk criteria in addition, to the Results' criteria, including the customer results criteria, business results criteria, society results criteria and the people results criteria. The studies show that the establishment of this native model in the governing telecommunications backbone network of Iran has led to an improvement in the quality of services in this industry.