مجله پژوهش های مدیریت عمومی
پیاپی 58 (زمستان 1401)

The increasing growth in information and the complexity of organizations and the dimensions of organizational issues on the one hand and the serious limitations of human resources and financial resources despite the unique mission and supervisory roles considered for the Supreme Audit Court of Iran, on the other hand, the adoption of new approaches in supervision including the intelligentization of the remarkable portion of processes and the use of information technology capacities have made it an undeniable necessity for such organizations. Based on this, in recent years, the discussion of intelligentization is raised as a basic necessity in many organizations. But the first and very basic issue for such a development is the uncertainty of its concept, dimensions, and components, which have been neglected to a large extent. For this purpose, in this research, using the Interpretive-Structural modeling approach as the main research method and using the soft systems methodology as a secondary and supplementary method, after explaining the concept of intelligent audit, the components and elements of intelligent audit at the level of the Supreme Audit Court and the model of Its cognitive mapping was designed. Finally, after leveling the elements, the fourteen identified elements were categorized into three general categories: "drivers and requirements", "design and implementation elements" and "outputs" and the relationships between them were analyzed.  

Introduction:

With the ever-increasing changes and the formation of new needs, revising processes, including regulatory processes, is an undeniable necessity, and using new tools and methods is of fundamental importance for regulatory organizations, including the Supreme Audit Court. Because, on the one hand, the increasing growth of information and the complexity of organizations and the dimensions of organizational issues, and on the other hand, the serious limitations of human resources and financial resources, despite the unique mission and supervisory role considered for the National Audit Office in the laws and regulations, the importance of updating the processes of this supreme supervisory body and the use of new supervisory tools have doubled.Case studyIn this research, the Supreme Audit Court of Iran has been selected as the subject of study due to its position and basic duties. According to the laws and regulations, the Supreme Audit Court, as a supreme supervisory body, has the duty of monitoring, reviewing and controlling the resources and expenses of the entire country's budget, the properties and assets of the executive bodies, and in general the protection of funds, properties and assets subject to public ownership.

Materials and Methods:

In order to identify the elements of intelligent auditing, along with semi-structured interviews, Soft Systems Methodology (SSM) was used. For this purpose, more than 40 hours of interviews were conducted with 29 experts. After implementing Soft Systems Methodology, intelligent audit elements were extracted, modified, and finalized with the help of experts in a round-trip process. In the next step, to model and prepare the cognitive mapping of elements, an Interpretive-Structural Modeling (ISM) questionnaire was designed and distributed among experts, and finally, the outputs were summarized and analyzed based on 15 completed questionnaires.

Discussion and Results:

The identified elements of intelligent auditing in the Supreme Audit Court are: 1. Integration of information and financial systems of executive bodies 2. Online or timely access to data of executive bodies and information systems 3. Validation of systems of executive bodies 4. Design and use of artificial intelligence tools 5. Training and recruitment of required specialists 6. Redesigning the structure and processes of the court based on the requirements of intelligence 7. Timely warning of violations, crimes and malfeasance 8. Automated processes as much as possible 9. Change management 10. Designing and using data analysis tools 11. Knowledge Management (accumulation, classification and presentation) 12. Systematic management of audit processes 13. Country governance monitoring dashboard 14. Systematic identification of control weaknesses of executive bodies. The cognitive mapping of these elements was determined during the structural-interpretive modeling steps, and finally, these elements were categorized into three general categories: "drivers and requirements", "design and implementation elements" and "outputs", and the relationships between them were analyzed. Also, the graph of influence and dependence of elements was drawn.

Conclusion:

"Education and recruitment of required specialists" and "redesigning the structure and processes of the Court based on the requirements of intelligence" are considered the most basic matters and perhaps it can be said that the starting points of audit intelligence in the Supreme Audit Court. Also, "change management" plays an essential role in the process of intelligence and will somehow facilitate this process. In general, without the implementation of drivers and requirements, the success of intelligent audit in the Supreme Audit Court of Iran seems unlikely.The design and implementation elements of the intelligent audit are all placed on the same level, and the mutual communication of these elements with each other indicates the necessity of their joint implementation to form an intelligent audit. The mentioned elements form the main part of the intelligent audit in the Supreme Audit Court and their collection forms the expected outputs of the intelligent audit.Also, the four elements of the first to fourth levels show the outputs of intelligent auditing. With the correct execution of the previous items, these outputs are expected to be achieved.

The lack of a coherent decision-making and policy-making system has caused several consequences and damages in the society, which need to be identified. These consequences extend from the lack of order in the work flow of society and related economic systems, to the distortion of the economic division of labor system and the creation of extensive outstanding claims in the banking system; On the other hand, the future of economic organizations such as banks depends on government policies, especially that banks are completely aligned with government policies and policies. The current research is based on the practical goal and has been carried out in 3 phases and a multi-stage process. The first phase is the recognition and explanation of the research plan, which includes the preparation of the research plan, the preliminary study related to the theoretical foundations of research in the field of pathology, the formulation and implementation of policies, and the explanation of the main concepts. In the second phase, according to the findings of the first phase, interviews were compiled. In-depth interviews were conducted with managers, experts and planners of Iran's banking system and professors of public administration (policy trends, organizational behavior, human resources). Then, using the qualitative approach (Delphi method), the modeling of various aspects of pathology was discussed, formulation and implementation of policies in the field of monetary resources and its allocation. In the stage of identifying the issues, the use of academic experts and experts in the field of the subject area of ​​the research, as well as experts in the National Bank of Iran, have been the intended community. Sampling at this stage is a targeted type of reference, which is a non-probability method. In this research, selected samples include 10 senior managers of Iran's banking system and 5 academic experts. The issues, problems and harms of policy making in the banking system in the field of resources and expenditure management, including policy enforcers, the structure of laws and policy implementing organizations, resources and facilities, organizational policies, legal policies, systemic corruption, pressure groups, related stakeholders, Economic indicators and internal processes are damages. The result is that the structure of the banking system needs fundamental changes, so the new structure must be redesigned in accordance with the goals defined in the law for the organization and appropriate human and organizational resources must be attracted so that laws and policies can be implemented well in a suitable and new context.

The lack of a coherent system of decision-making and policy-making has caused several consequences in society. These consequences range from the lack of order in the workflow of society and related social systems, to the distortion of the system of division of social and economical  labor.
Case study:Country's Banking System

 The present study is based on an applied goal and has been carried out during 3 phases and a multi-stage process. The first phase of recognizing and explaining the research plan; Phase 2 According to the findings of the first phase, interviews were initially developed. Then, using a qualitative approach (Delphi method), various aspects of pathology were modeled and policies were developed and implemented in the field of monetary resources and its allocation. Experts and academic experts in the field of subject matter research as well as experts in the National Bank of Iran have been the target community. Sampling At this stage, 15 people were selected from the target reference type.

 Issues including: including policy enforcers, policy structure and policy implementing organizations, resources and facilities, organizational policies, legal policies, systemic corruption, pressure groups, dependent stakeholders, economic indicators, internal processes of policy violations ‌ are transitions.

 The structure of the banking system needs fundamental changes and therefore the new structure should be in accordance with the objectives defined in the law for the redesign organization and the appropriate manpower and organizational to be absorbed in a new appropriate context, laws and policies are well implemented.

In the past two decades, interest in the concept of complexity science and its research has increased in public administration. Complexity science (CS) is the interdisciplinary investigation of, and attempt to explain and understand, complex systems. Public Administration (PA) as administrating complex systems in the public sector has been the focus of several studies. However, scoping reviews of CS research in PA have not been conducted to guide further research in this area. The purpose of this scoping review is to describe and analyze studies focusing on CS in PA to elicit an overall picture of the research in this field. A scoping review methodology guided by Arksey and O'Malley and Levac et al. was used. Studies were identified by conducting electronic searches on 5 Research Databases. Of 32 articles matched the inclusion criteria. CS is a topical research area that has been explored with different methods and outcomes, in different environments, and has mainly been perceived positively. Novel perspectives and more diverse methodological approaches paying attention to issues affecting the generalizability of the findings could expand our knowledge in this area.

In the last two decades, complexity theory has become more of a theory-in-use in PA although it remains some way from the mainstream or fully accepted. Despite, there is neither a comprehensive image of the functionality of CS nor its application in PA. However, there were some efforts to show the contribution of CS in PA and to enumerate useful key concepts of it in public management.
This study aims to describe and analyze studies focusing on CS in PA to elicit an overall picture of the research in this field. There is no review study in this scope of PA to conduct scholars in their way of researches.

The statistical population of the study is all articles were published in 6 scientific databases between 1999 and 2019.

Since past decades progress has been made by adopting useful complexity concepts not previously used or well understood in PA such as adaptation, self-organization, coevolution, emergence. Other scholars have pursued a path of comparing extant theories with complexity theory, for example, network governance and institutions, to show how complexity theory might work in concert with the better-established theory. A third path also appears to have merit and could work alongside both the former. It aims to identify implicit or explicit use of complexity concepts in extant theories and show how complexity theory concepts can provide some coherence across these theories at a metalevel. In this vein, complexity theory offers new insights into areas commonly focused on by PA scholars: the roles of actors, policy processes, and decisions. In addition to theoretical usage of CS studies, there are various efforts to provide some practical tools for extending the domain of CS scope in PA.
This scoping review was conducted to provide an estimation of the breadth and scope of available research literature and to gain main findings and foci of done studies to guide further researches in the scope of CS and PA and to increase our knowledge in this area.

A scoping review methodology guided by Arksey and O’Malley and Levac et al. was used. Scoping reviews can be undertaken to examine the extent, range, and nature of research activity by mapping all relevant research literature. Arksey and O’Malley’s methodological framework outlines a five-stage approach for conducting scoping reviews as 1. identifying the research question, 2. identifying relevant studies, 3. Study selection, 4. charting the data, and 5. collating, summarizing, and reporting the results.

In the range of 20 years of study selection, there are 32 articles with 5566 citations that matched with research criteria. Britain and the U.S have the main contribution in article publication by publishing 30 articles. Public Management Review is the main journal by publishing 9 articles. Most of the studies are conducting by a qualitative research design.
Mainstreams of studies’ foci are the proximity of methodology of studying PA and complexity’s phenomena, application of complexity theory in terms of a practical and theoretical tool for modeling PA issues, studying nature and reasons of complexity in the process of decision making, codification, execution, and assessment of policymaking in PA.

CS has been explored in different environments with different methods and outcomes, but it has been perceived mainly positively. Mainly the focus of the studies was on finding associations between CS and PA in a practical and theoretical term. The strongest empirical evidence was in linking the CS with network governance, self-organizing in the public sector, coevoluting between social complex systems and external actors, and adapting in different layers on governance system.
Methodologically, more attention should be paid to issues that strongly affect the generalizability of the findings. In this respect, also the systematic use of power analysis in estimating required sample sizes is justified depending on the sampling method. Moving forward to more sophisticated research designs such as to cause–effect estimation would provide knowledge for targeted development projects in areas that need improvement. Simultaneous use of different instruments would provide a deeper understanding of concepts in CS and how these concepts relate to each other. Different qualitative approaches, such as ethnography, critical theory, case studies, or authors network analysis would provide new, deeper knowledge of experiences related to CS and PA which could contribute to the development of new instruments to measure CS in PA.

Policy instruments, as the most important part of the policy-making process, have an important role in the designing and implementation of policy. In order to implement the meta policies of the administrative system, various instruments have been used, which in practice have not led to the implementation of these policies. present study seeks to analyze and pathology instruments for the implementation of meta policies of the administrative system. In the present study, based on Targeted Sampling, experts and Professors of the administrative system were identified. After conducting semi-structured deep interview with them, the data were coded using thematic analysis method and the web of themes was discovered with 4 Global Themes, 19 organizing themes and 184 basic themes. Findings showed that, firstly, unfortunately, the insights and policy contexts for tooling in the administrative system are not considered, and secondly, there are serious weaknesses and challenges in the design of structural and process instruments, functional instruments and capacity building instruments,That reason of the non-implementation of the meta policies of the administrative system.

The main aim of this research is to obtain the optimal bidding and offering curves of electricity generation company (GenCo) to determine the price and the amount of power for offering in day-ahead electricity market based on a step-wise offering approach to maximize the profit. The proposed model has two sections; in the first section, a method is suggested to obtain step-wise price bids, and in the second part, different amounts of offering power for each bidding price to electricity market is determined by modeling a self-scheduling problem. The robust optimization method investigates the effect of market price uncertainty on the optimal profit, in order to reduce the sensitivity of the optimal result to the deviation of uncertain parameter. This paper proposes a robust optimization approach by applying fuzzy methods to achieve the optimal self-scheduling solution. The robust mixed-integer linear programing model is formulated in a robust manner against different levels of the electricity price uncertainty. Finally, sensitivity analysis is used to validate and evaluate the performance of the proposed model under different uncertainty situation and the resistance of the model in variations of uncertain parameter is illustrates the robustness of model.

In a competitive market environment, a GenCo, attempt to acquire an optimal bidding strategy in a secure way, which hedged against any realization of the electricity prices deviation. The uncertainty associated with the electricity market prices is modeled via the fuzzy forecasted value to be used for solving self-scheduling problem and offering to electricity market. The self-scheduling of a GenCo is a complex optimization problem. The first aspect of this complexity is the necessity to encounter all equality and inequality constraints of the generating units such as minimum on/off duration, generation capacity limits, ramping up/down limits of generating units. The second aspect is electricity market price uncertainty and its volatility which affects the optimal result. This paper proposes a robust optimization framework to optimize self-scheduling and bidding strategy to electricity market considering pay-as-bid pricing mechanism, which enables the GenCo to make robust decisions and to schedule the power generation of units against the uncertain energy price.

To evaluate effectiveness of the proposed robust optimization model, it is employed on the gas-fired thermal generation units with Siemens V94.2 turbines.

To propose a robust self-scheduling technique, a mathematical modeling approach is applied by using a mixed-integer linear programming problem considering fuzzy price uncertainty, which is implemented in Lingo software for a case study of thermal generation unit to investigate the efficiency of the proposed model. Fuzzy possibility and necessity techniques are used for robust optimization modeling to solve self-scheduling problem and offering strategy to electricity market. Robust optimization approach is a form of risk management methods that has a low computing volume comparing to other methods such as stochastic programming and nonlinear methods to address data uncertainty in mathematical programming model.

In this paper the construction of hourly offer curves is designed based on a robust approach and the price forecast are obtained by fuzzy concepts. The robust methods can deal with uncertainty of market price is more desirable rather than deterministic and stochastic methods. In deterministic methods price uncertainty can’t be considered and in stochastic methods the probability of the uncertain parameters needs to be determined which is a difficult job.
In the proposed method, step-wised price bids are generated by a fuzzy measure based on possibility and necessity technique. The proposed method enables decision makers to adjust their desired level of robustness by fuzzy measure confidence adjustment parameter (π) and to arrange bidding price from lower risk and upper acceptance level to higher risk and lower acceptance level. Also in the self-scheduling model, a fuzzy credibility technique is introduced to deal with fuzzy constraint. This technique empowers decision makers to adjust the level of conservatism and fuzzy constraint satisfaction based on their risk aversion or risk seeking manner. Since robustness level is antithetical to profit values, a higher degree of conservatism or robustness, leads to the lower values of profit. The proposed model lets decision makers to choose optimal bidding strategy by adjusting the robustness level according to their risk aversion level. If decision makers want the greater profit values, they should adjust lower robustness level, but if they want to be resistant to the risk of bidding rejection in electricity market, they must intend the higher degrees of conservatism and robustness.

In this paper the sensitivity of a GenCo’s profit to the level of market price uncertainty is investigated. In this regard, a robust approach is proposed by applying fuzzy possibility and necessity measure to deal with uncertainty which enables decision makers to adjust their desired risk level. In addition, sensitivity analysis is used to validate and evaluate the performance of the proposed model and a simulation method is applied to indicates the robustness of model. By comparing the results of the robust model and the deterministic model, it can be concluded the solution of the proposed model is more robust dealing with variations of price uncertainty. As results indicate, the risk aversion decision makers should adjust higher robust level to hedge themselves from the risk of rejection in electricity market and risk seeker decision makers should adjust lower robustness to gain higher profit. Accordingly, the proposed approach is suitable for both risk averse and risk seeker decision makers participating in pay-as-bid electricity market.

Using the input-oriented bootstrap data envelopment analysis approach, using the LSW algorithm, this study estimated the corrected bias efficiency values of the technical, managerial and scale efficiency of technology centers with an emphasis on science and technology parks in Iran. The central question of this article is what is the industrial capacity and regional innovation capacity in each province and what is the matrix of the relationship between the commercialization coefficient and the industrial and innovation coefficient of each region. The results obtained from this study indicate that the super-efficiency score in the technology centers of the country (variable return to scale) is 2.97, the efficiency score is 0.94, and the efficiency score using the bootstrap method is 0.85. Also, the findings of the research show that the most important factor in improving the technical efficiency of science and technology parks in the country is the improvement of managerial efficiency. According to the research findings, only 5 of the 15 science and technology parks with high commercialization efficiency have high innovation, three of them are located in industrial areas and the other two are located in semi-industrial areas. Among the reasons for their success, we can mention the existence of driving industries, the existence of effective communication between universities and research institutions with industry, networking related to innovation, and such things. On the other hand, looking at 4 non-innovative regions that have less commercial efficiency, it is clear that they are located in semi-industrial and weak regions, and among the most important obstacles to their innovation, we can mention the lack of knowledge clusters, emphasis on absolute theoretical skills, lack of necessary coordination between organizations He pointed out specialization and lack of emphasis on innovation.

The growth centers of technology units and science and technology parks can play a unique role in the commercialization of knowledge and the growth and development of the regional economy, and from the functional point of view, the parks cultivate and apply knowledge in a targeted manner and in creating knowledge-based employment, the rapid growth of the income of the local community. and creating wealth, increasing the level of specialized competition, creating influential business networks, creating the capacity to access other markets, improving the level of education and market-oriented skills, defending a cooperative and competitive knowledge business culture, and providing creative and innovative public services.
In Iran, like the member states of the European Union, various science and technology parks are active in different provinces of the country. Now the central question is how successful these parks have been in commercializing ideas? Also, another central question is what is the industrial capacity and regional innovation capacity in each province, and what is the matrix of the relationship between the commercialization coefficient and the industrial and innovation coefficient of each region? The answer to each of the above questions can help to examine the state of regional innovation and commercialization development or industrial lock-in and commercialization in each province.

Modified bias efficiency of technical, managerial and scale efficiency of technology centers with emphasis on science and technology parks in Iran.

In this research, the bootstrap approach has been used. First, he explained the general process of data generation and bootstrap, and then, in the second section, we introduced the method of evaluating the efficiency, i.e. data envelopment analysis, and finally, this section ends with the introduction of algorithms for estimating the data generation process (DGP) in the third part.

The Results of the research confirm that among the types of parks and according to the required infrastructure, it is possible to make the country's science and technology parks mission-oriented according to the coordinates of the advanced technology park, innovation and entrepreneurship park, university park, virtual park and business park. The central mission of the parks based on which model is defined requires a detailed analysis of the structure of human capital, the state of universities in each province, the evaluation of the local economy according to the structure of the macro economy, the business environment, analysis of the local, regional and extra-regional market, the structure of investment and sources of supply. Finance depends on the local economic cycle, local capabilities and talents, entrepreneurial infrastructure, and the state of technology in each province. In this article, the results and achievements of the commercialization of science and technology parks have been examined and quantified.

The regional science and technology park, as a market support institution, together with universities and industry, can create a regional innovation ecosystem. The regional science and technology park should balance local and extra-regional facilities and needs. By examining the institutional structure of science and technology parks in the world, it can be seen that the parks do not have the same structure and countries have adopted different goals and diverse operational models depending on the development goals and university structure and industrial and technology structure according to regional requirements; Therefore, developed and developing countries have followed different development patterns according to their needs.

This study aims to provide a model for aligning IT and business strategy in order to improve performance in the banking system.This research is based on empirical philosophy and has been done by deductive-inductive method. The present study is a fundamental research in terms of purpose and in terms of data collection method, is among the survey research. Quantitative and qualitative methods have been used in this research, so it is a mixed research. The statistical population of this article includes experienced professors and experts in the management of Bank Mellat. The snowball method was used for sampling. Finally, 11 qualified experts participated in this study. In this research, the meta-combined method has been used to identify the underlying categories of performance management. Also, using interpretive-structural modeling, an alignment model of IT and business strategy to improve banking performance has been presented.

Introduction:

Strategic alignment is at the heart of strategic management literature, because maintaining such balance with the organization's priorities increases the organization's ability to respond to environmental pressures. Many studies have been conducted on how to create alignment between organizational strategies and information technology, but no scientific research has been conducted specifically in relation to Iran's banking system.

Case Study:

In recent years, performance management has been considered as a key activity and an essential factor in the success of the banking system.The present research is aimed at identifying and recognizing the effective factors in aligning the information technology and business strategies in order to improve performance in the Iranian banking system and specifically in Bank Mellat.

Materials and Methods:

A mixed method approach (which involves the mixing of both quantitative and qualitative research methods) is used in the present study. In the qualitative part of the study, the data was gathered through a meta-synthesis technique. After determining the categories using the meta-synthesis technique, a questionnaire was developed based on Interpretative Structural Modeling (ISM). The statistical population includes experts and experienced managers of Bank Mellat. 11 participants were chosen through applying the snowball sampling method.

Discussion and Results:

The categories and subcategories of the research were identified through coding the texts of the selected internal and external studies and articles and removing the synonymous and frequent items. As a result, the pattern of information technology and business strategies alignment in Iran's banking system was extracted, and then the structures of the desired pattern were tested in relation with the case study (Bank Mellat).The results indicate that the structures constituting the pattern of information technology and business strategies alignment used to improve the performance of the banking system of Iran are as follows:Business strategies, banking processes, information technology strategies, information technology infrastructures, quality of banking services, banking performance.

Conclusion:

In this research, a pattern of information technology and business strategies alignment in line with the performance of Iran's banking system was extracted. The results indicated that information technology and banking business increase the quality of banking services through strategic alignment. Increasing the quality of banking services also leads to the improvement of banking performance.

 The main purpose of this study is to identify the dimensions and components of employee voice in the central headquarters of the Agricultural Bank and its branches in Tehran. This is a qualitative research and in terms of purpose, it is in the category of applied researches, in terms of method, it is in the category of descriptive research, and in terms of data collection and summarization, it is in the category of content analysis. For this action, in the first step, specialized texts of employee voice, including domestic and foreign articles, books, and valid publications were studied, and in the next step, the dimensions of employee voice were identified by conducting interviews with experts of Agricultural Bank. In this study, 16 experts of the target population including managers, presidents and experts of headquarters and branches of the bank in the field of management were present who were identified by Snowball sampling method and interviewed by semi structured in-depth interview method. As a result, 30 summarized themes of interviews and 8 components in the form of 4 dimensions were identified for employee voice including useful voice (With the intention of solving the challenges of the work environment and improving the position of the bank), beneficial voice (With goal of solving personal challenges and gain benefit), consistent voice (With the intention of preventing personal problems and avoiding tension with colleagues) and warning voice (With goal of preventing misconduct, outside the norm and the law).

Introduction:

Rapid environmental change is one of the most important challenges for organizations (Salamzadeh et al., 2019: 280). In this regard, competition for achieving higher productivity in organizations has increased day by day and as a result of trying to effective use various resources such as capital, materials, manpower, etc. has become very important. Among these resources, manpower has a special place (Chamanpira et al., 2020: 102). Although human resource management faces many challenges (Farahni et al., 2021: 99), successful organizations seek to use human resources as a competitive advantage and as a key factor in achieving success ( Kantur, 2016: 31). In this regard, the special attention of managers and leaders of the organization to human resources and their opinions as one of the most important factors in improving productivity is of particular importance (Fathi Chegeni et al., 2021: 81).  Therefore, organizations need their employees to exchange ideas, and the extent to which they express suggestions, ideas, information about problems, or concerns, can have a tremendous impact on the performance of the organization and even its survival. Rastegar & Fatoot, 2020: 2)); However, despite Voice importance in organizations, employees often do not dare to express their dissenting opinions against the leadership of the organization for fear of revenge and reprimand (Yazdanpanah et al., 2021: 72). Field studies also indicate that often paying attention to the views of employees in banks, financial institutions, credit institutions, etc. to facilitate work processes have been neglected, which has led to lack of motivation of employees and their lack of proper response to the client. And the result has been the dissatisfaction of the clients with these institutions and the loss of social capital at the community level. At the same time, the voice of employees within the "banks" is particularly focused on improving the performance of working groups and working relationships and increases employee satisfaction (Kewe, 2018: 43). Now, considering the foregoing and the persistence of research gaps regarding the concept of employee voice (Elsetouhi et al., 2018: 101), this study has tried to fill the research gap and explain the basic question of this research, which is written below.1.What are the dimensions and components of the employees' voice in the central headquarters of Keshavarzi Bank and its branches in Tehran?

Case study:

The statistical population in the present study is 16 managers, presidents and experts of headquarters and branches of the bank in the field of management years who have been selected by Snowball sampling method.Research MethodThe present study is one of the qualitative researches which is based on applied purpose and descriptive-survey type and in terms of time, one-section and with inductive approach and data collection method, it is a review of documents and interviews and to analyze the data from Content analysis method was used. The statistical population in this study was the experts of Keshavarzi Bank because the rate of diversity in providing services, stakeholders and most importantly the expertise of employees in this bank was higher than other state-owned banks, and this led to the diversity of attitudes of employees. And according to the subject of the research, which was the voice of the employees, this bank was selected. In selecting the sample of experts, purposeful snowball method was used for the interview. The average organizational history of experts is about 19 years and most of the experts participating in this study (11 people) have a master's degree. The total time of qualitative interviews with reporters was 1104 minutes, which is an average of 69 minutes. In order to ensure the validity of qualitative research, peer review methods and review by members (interviewees) have been used, the findings of which show the acceptable validity of the findings of the present study. For reliability, the reliability method of retest and reliability between two coders is used and considering that in both methods the reliability rate is about 71%, it can be said that the reliability of the research coding is confirmed.  

Discussion and conclusion:

The resonance and voice of an organizational success depends on the workforce of that organization and most researchers have accepted that human capital is the main pillar of success of any organization. Of course, increasing the level of participation of this capital in organizational decisions is accompanied by increasing the level of their job satisfaction, which is done with voice instrument.  While phonetic behaviors also facilitate continuous improvement in business processes, they improve organizational performance and results. due to the importance of issue, the dimensions of employees' voices in the research community were analyzed and identified. The results showed employee voice means talking about personal problems with superiors, proposing to change a work procedure, preventing a misconduct or expressing views passively with the aim of avoiding tension in the workplace. This variable has 4 dimensions, of which 8 components were identified in the body of these dimensions, which are:1.Beneficiary voice: This reflects the views expressed in order to solve personal challenges and gain benefits, as well as to improve and enhance the administrative position.This dimension was not observed in the studies and can be mentioned as a research innovation.2.Useful voice: points of view is presented with the intention of solving the challenges of the work environment and promoting the position of the bank among customers.The results are consistent with the research of Gordon (1988), Dyne et al. (2003), Dundon et al. (2004), Morrison (2011). Morrison calls this type of Voice proposal-driven and relates it to the development of a unit or department of work or organization. Hu et al. (2018) in their research have considered this dimension of voice in the category of organizational citizenship behavior and have considered it as direct comments from above, below and horizontally, which explicitly aim to benefit the organization and the group. The interviewees, while confirming this Voice, called for more attention from the authorities in this regard, and described the lack of attention to this type of voice as a serious injury in the workplace, and stated that if this issue is ignored, the staff become unmotivated, the desire to express creative views disappears, and eventually lethargy and daily life prevail, which will result in dissatisfaction of the client and customers. In confirmation of the above, it should be noted that according to Seyed Naghavi (1399), ignoring the opinions of employees in the workplace is among the bullying behaviors that are unconstructive and impose costs on the performance and output of employees, groups and organizations. Finally, the interviewees wanted to create an atmosphere to encourage employees to express this kind of voice and institutionalize this issue in the workplace.3.Warning voice: with the aim of preventing damage to the bank symbol and preventing improper behavior, it is expressed outside the norm and legally in the workplace. The result is consistent with the research of Sadeghian et al. (1398). They consider this dimension to be the expression of employees' opinions to reduce undesirable behaviors and prevent damage to work units. Sang et al. (2021) also called this dimension of Voice prohibitive and stated that when a person observes shortcomings or potential threats to the organization, he expresses this type of Voice. Interviewees consider it as one of the vital aspects of Voice for banks, and they believe that managers and officials should provide the conditions for its occurrence in the workplace, because the expression of this view will keep the bank and employees safe from any deviation and abuse4.Consistent voice: Expressing views is aimed at preventing personal problems in the workplace and stabilizing the position and avoiding tension with level and superior officials. This type of Voice is consistent with the results of research by Dyne et al. (2003). They described this type of Voice as obedient, stating that this form of voice was motivated by neutrality, and that the staff, believing that they could not change the status quo, will express only ideas and opinions in support of the current situation. Interviewees considered the voice to be a reprehensible phenomenon and described it as a serious injury in the workplace. In their view, the reason for this type of Voice was the inflexibility of some managers and the officials' lack of interest in useful and warning voices, and in order to avoid further consequences, they demanded the elimination of the grounds for its creation in the bank.In view of the foregoing, in the present age, the voice of employees can no longer be restrained, and its presence in the workplace has become an inevitable necessity; therefore, based on the results of this study, it is suggested:1.In order to acquaint the managers and heads of branches, a training course should be held to get acquainted with the concept of sound and its dimensions in accordance with the research results.2.Develop a procedure in which employees are appreciated and encouraged in accordance with the presentation of practical suggestions and voices, especially useful voices and warnings.Managers should show behavior so that employees can raise their concerns and worries about personal (beneficiary voice) and work (useful voice and warning voice) without fear; managers also announce the final result of actions on the issues raised to employees so that they can be encouraged to raise their voices while trusting their superiors.4.A special bed for voice expression of employees should be implemented in the central headquarters of Keshavarzi Bank and its branches to provide access and communication for all employees for voice expression and feedback of voices to them.5.Internal surveys on business processes should be conducted and using the results, in a way that the voice of employees is considered as part of the organizational culture of the bank.Finally, researchers are advised to scrutinize the voice of employees in other branches of the Agricultural Bank across the country or in other public and private banks

One of the most important concepts of any organization of any size and any sector is the performance of the organization's market. Market performance is one of the important characteristics of the organization's success. Customer value has a significant impact on new service market performance. In this regard, the main purpose of this study is to expand the existing knowledge about the impact of customer knowledge management on market performance with the mediating role of innovation capability to strengthen this relationship. This study is a descriptive-survey method in terms of applied purpose and a library-field in terms of data collection. The statistical population of the study included 272 employees of Ardabil Tejarat Bank branches. Due to the size of the community and based on the willingness of employees to cooperate, no counting was done without the need for sampling. Standard questionnaires were used to measure the components of customer knowledge management. The validity of the questionnaires was assessed based on the validity of structural, diagnostic, divergent and convergent and its reliability with Cronbach's alpha coefficient and Smart PLS software. The results showed that customer knowledge management has a positive and significant effect on market performance as well as innovation capability. Innovation capability also plays a mediating role between customer knowledge management and market performance. The findings of this study can be effective in moving organizations to pay more attention to customer knowledge management and innovation capabilities.

Market performance is one of the important characteristics of organizational results, customer value has a significant impact on the performance of new services market. Evaluates the performance of the new service market, the amount of sales to existing customers, sales to new customers, and the market share of organizations, as well as the degree to which the service meets the demands or needs of customers and points to a competitive advantage.
At present, the task of banks is not limited to providing good services, but also to inform customers about the benefits of their services and create a good place for their services in the minds of their customers. Despite a lot of advertising and spending huge budgets in most banks, the desired result is not achieved, the reason for this is that the correct understanding of customer characteristics, target market and customers' views about the bank is not done. Exploration of the main demands of the customer improves and purposeful management of banking services, on the other hand, improving the management of banking services increases customer satisfaction and consequently his loyalty. One of the most important challenges that banks as commercial enterprises face is to be aware of the customer's needs and offer a new product to him before announcing his needs, customer knowledge management can be the solution to these challenges. Implementing the customer knowledge management process is effective in achieving goals such as customer satisfaction, customer retention as an asset, increasing service quality and gaining a competitive advantage.

The purpose of this study is to investigate the effect of customer knowledge management on market performance with the mediating role of innovation capability. The present study is considered as an applied research according to the mentioned purpose and is a descriptive-survey research based on how to collect the required data. The statistical population of this study consists of all employees of Ardabil Tejarat Bank branches, whose number was 271 people. Due to the size of the community and based on the willingness of employees to cooperate, no counting was done without the need for sampling. Out of 271 completed questionnaires, about 92%, ie 251 questionnaires were used. The required data were collected in this study using standard questionnaires. The questionnaire was organized in two parts. The first part about demographic characteristics includes questions about the general characteristics of the respondents such as education, experience, age and gender. The second part also includes specific questions about research variables.

It seems that one of the most important challenges that banks face is gaining knowledge of the customer's needs and offering a new product to him before announcing his needs. Knowledge management of the customer can be the solution to these challenges and affect the bank's performance. Have a direct impact. Therefore, what is learned from customers, if used effectively and with the ability to innovate, will have economic value. Understanding what customers know, their experiences with organizations and companies, their needs, how they perceive and feel about that organization and company, and the emotional and functional stimuli that drive them to Relationship building is an important but overlooked part of organizational knowledge. Therefore, examining organizational characteristics including marketing strategies affecting market performance in service organizations such as banks and financial institutions is of great importance for companies to achieve their goals. According to the findings of this study, customer knowledge management has a positive effect on market performance. In measuring market performance, in addition to financial indicators, other indicators such as customer satisfaction and loyalty are also used. Establishing a two-way relationship between the bank and customers causes customers to consider themselves as members of the bank and provide solutions and suggestions to solve problems. By taking the lead, banks can also rely on patient and patient employees to provide the necessary training to customers to help establish a positive relationship with the client and ultimately increase the performance of the collection.

The experience of job seekers depends on the quality of their interactions with the organization and varies from positive to negative. Factors determining the quality of experience of job applicants: companies in the recruitment process use the processes, procedures and methods of recruiting applicants. The experience gained through these processes influences the applicant's future behavior and reactions and determines the status of the ongoing relationship between the applicant and the organization. Employers who are inclined to build a strong employer brand are more likely to invest their resources in this task and start developing a talent supply chain by improving their candidate relationships. The present study facilitates the employment of talented applicants in the retail industry and provides solutions to strengthen relationships with applicants. The purpose of this study is to find the effective factors in the candidate relationships and provide solutions to improve relationships with job applicants. This research is qualitative and is done by theme analysis method. In this study, the hiring managers of the retail industry, the managers involved in the hiring process and the job seekers of this industry have been interviewed. Twenty-four interviews were conducted and the concepts obtained from the interviews were categorized into three main themes: recruitment, selection and socialization. Out of the 24 interviews, 9 are specialists in hiring field and 15 are applicants for employment or are employment in this field. Also out of the 24 interviews, 5 were female and the rest were male.

In an annual survey conducted by Talent Board (2016), 41% of job seekers who had a negative experience, no longer intended to purchase the product of the organization they applied for employment or were unwilling to stay in relationship with that organization. Thus, it can be seen that the consequences of the applicant's bad experience are not only beyond the recruitment and talent acquisition processes but also can affect the overall performance of the organization.
The bad experience of the job seeker may both cause him / her to be excluded from the organization's customers or stakeholders and may cause negative consequences for the organization by publishing his / her experience in cyberspace, so the negative experiences of previous job seekers decrease CV submitted by potential applicants.
Research on Candidate Relationship Management has not portrayed the negative and positive factors affecting the Candidate Relationship Management and has not comprehensively and categorically identified the factors affecting the Candidate Relationship Management. Although little research has been done sparsely in this field, the study of factors affecting the Candidate Relationship Management is not comprehensive in any research. This study enriches the relevant literature in this field by identifying and categorizing the effective factors in Candidate Relationship Management.

The present study lays into the category of qualitative and applied research. This and so seeks a practical way to achieve improved Candidate Relationship Management. The research is interpretive and the research approach is inductive because Sub-themes were extracted from the concepts and the main themes were extracted from the sub-themes. In the inductive method, the coding process takes place without considering a predefined framework. The tool of this research is interview. Interviews are as a set of questions arising from the objectives. It is done orally. The interviews used in this study are structured and follow-up questions are used to clarify ambiguous answers. In this study, 24 interviews were conducted. Moreover, no new concept has been extracted from interview 19.

After identifying the important points of the interview, 96 concepts obtained. After categorizing the concepts, 26 sub-themes, 8 main sub-themes and 3 main themes were obtained. The highest frequency belonged to "selection" with 133 and the next belonged "recruitment" with 88 frequencies and finally "socialization" with 52 frequencies had the lowest frequency.
In the main themes; In "recruitment" the attractiveness of the job advertisement, the content of the job advertisement and the recruitment channel, which are sub-topics, have a great impact on creating a positive experience in the job applicants. In general, this theme has been mentioned 88 times.
In selection theme, the highest frequency in the sub-theme of the employee-finder with 83 frequencies and second place refers to the transparency of the job and it`s conditions and then the attitude of the employee-finder.
In socialization theme, the highest frequency is in the education and second place is educational content. After that, the trainer and the cost of education were the next priorities.

Factors influencing Explain three main factors; recruitment, selection, and socialization.
Recruitment stage: comprehensiveness of the advertisement, transparency of the job advertisement, discrimination in job advertisement, attractiveness of the job advertisement and …
Selection stage: Appropriateness of the selection tools In relation to the job, informing during the recruitment process, reducing the number of steps, reducing the process duration, the behavior of the company's employees, behavior of interviewer and ...
Socialization stage: type of in-service training, introducing of the company

The process of developing a new product is always associated with a high degree of uncertainty and complexity. Therefore, identifying and evaluating risks in the development process in order to adopt an appropriate development strategy will be of great importance. The purpose of this study is to investigate the impact of risk management in the process of developing new products in the banking industry. The present research is applied in terms of purpose and descriptive-survey based on the meta-positivist paradigm. The statistical population includes managers and employees of public and private banks in Ardabil, 2037 people, of which 284 people were selected as the final sample using quota sampling method. The data collection tool was a questionnaire and the construct validity and reliability of each variable were confirmed. In order to analyze the data, the structural equation modeling method based on LISREL software was used. The results showed that risk management of all risk indicators including technology, market, environment, finance, organizational resources and commercialization on the development of new products in the banking industry is positive and significant.

Most organizations today realize more than ever that relying solely on traditional competitive levers such as increasing quality and reducing costs in providing products and services is not enough and the tendency to introduce new products to the market has increased. The purpose of new product development can be to respond to customer needs, adapt to market conditions, environmental changes, increase profits, customer satisfaction and counter competitors' policies. In recent years, the banking industry has seen fierce competition with many opportunities and threats. Today, due to rapid and unpredictable changes in the field of banking, the need to use marketing techniques to expand the market and introduce new banking services in the current competitive environment is inevitable.

The statistical population of this study was the managers and employees of public and private banks in Ardabil, which includes 31 types of banks, including specialized and development government banks, commercial government, non-governmental Gharz al-Hasna and non-governmental commercial banks. This number of banks has a total of 193 branches with about 2037 active employees in Ardabil.

The method of data collection in this study is a standard questionnaire from previous studies that has a 5-point Likert scale (strongly disagree, disagree, undecided, agree and strongly agree). According to Krejcie and Morgan table, 322 people can be a good representative for 2037 people in the statistical population. In the present study, in order to obtain reliable data and return the appropriate number of questionnaires, 368 people were randomly selected. The quota was distributed among the respondents in person. After re-referral to collect the questionnaires, 300 questionnaires were delivered. By reviewing the collected questionnaires and accuracy in how to answer, 16 questionnaires did not have the required quality and finally 284 questionnaires were identified for appropriate analysis.

The country's banking industry in the investment sector is dealing with funds that are not guaranteed, resulting in very high financial leverage and potential losses due to market conditions, and ultimately puts these companies in a situation of greater instability. Designing and developing new products is a way to expand market share and influence new market segments. However, product design and development in this industry requires certain subtleties that failure to pay attention to it imposes many risks on banks. Among other things, the type of product will be different with the great variety that is in demand among customers, especially in different provinces, as well as due to the ethnic and religious characteristics that exist. For example, religious characteristics create the demand that products be designed at a rate of zero to four percent in the field of facilities, or that the process of obtaining facilities is based on the actual exchange of goods, which if not considered can lead to environmental and market risk.

In the field of organizational resource risk, it is suggested that managers, by recognizing all employees and establishing good relationships with each of them, lead to creating a strong bond between them. In relation to financial risk, it is suggested that managers take appropriate steps by accessing the necessary working capital, providing sufficient financial resources, as well as employing experts for proper financial planning and budgeting in the field of service development projects. Regarding technology risk, it is recommended that managers use external consultants or experts in the field of new service design and apply the feedback from the evaluation and design of the services provided in customer acquisition activities and in coordination Services provided by market demand can reduce technical risk. To manage market risk, it is essential that managers manage relationships with external stakeholders, especially customers, well and offer a wide variety of new services to meet the needs and wants of different market segments.