فصلنامه مدیریت توسعه و تحول
پیاپی 11 (زمستان 1391)

Today encouraging quality in both public and private sectors is essential. Models and tools for managing private sector has surpassed those concerning public sectors. Given the fact that public sector has its own characteristics and circumstances, the model of the private sector will benefit them. So encouraging the organizational excellence, most of the firms use the techniques and tools to measure the excellence of their performance. One of the tools organizations are using is the business excellence model. This Paper Seeks to present an excellence model in the Iran public sector. In the first stage of the research, basics and context of organizational excellence, features of excellent organization and organizational excellence models are reviewed. In the next stage, comprehensive policies of Administrative system of Iran, Administrative system reform Plans of Iran, the civil service management, twenty-year vision of Iran with Qualitative approach using content analysis were analyzed to assess the context factors in excellence model,. The basic model of the research drew on the literature review and context factors in Iran. Sampling was judgmental and purposeful. Public sectors managers comprises the statistical sample. The instrument of the research was Questionnaire. Content Validity test and Cronbach’s alpha for reliability were used. Statistical analysis methods was explorative factor analysis. This study shows that main criteria of organizational excellence model of the research are seen in two areas (enterprise resources management and citizen relationship management) and core values are in three areas (human dignity, wisdom orientation and vision orientation).

This study aims to determine the attractiveness of factors of Iran shopping malls from the shopper’s point of view. Given the increasing number of shopping centers in Iran, understanding the factors contributing to shopping centers attractiveness and customer satisfaction is of great importance for owners and managers of these centers. A questionnaire devised on the basis of the literature was administrated to 385 customers of 2 shopping centers of Tehran including Milade Noor and Tiraje. A structural equation model using a correlation matrix with maximum likelihood was estimated by LISREL 8.8. The results indicate that out of the attractiveness factors, retail tenant mix and atmosphere were the most influential factors in shopping centers. Thus, managements of shopping malls can increase their mall attractiveness by identifying optimal retail tenant mix and by supporting them with appropriate atmosphere.

Environmental challenges of the present time in the fields of technological advances, increasing customers’ expectations, and the necessity of organizational flexibility have made organizations look for new ways to preserve themselves in the market. In this respect, many organizations have resorted to staff empowerment and commitment. This study aims to examine the relationship between staff empowerment and organizational commitment and their effects on the study population of this paper. This survey is of correlation type using descriptive methods with applied goals. Statistical population of the study included the personnel of Bagherololum Hospital in Ahar Town. The results showed a positive and significant correlation between staff empowerment and commitment.

Environment conditions have placed the large organizations in a situation that some of them should continuously make efforts and compete in order to survive and to keep dominance in industry. So evaluating the indices of supplier's performance; auto pieces manufacturing organizations can try to increase the customer's satisfaction. The classical models of Supplier's performance evaluation were based on Production Cost control and efficiency. But now, unforeseen changes in business environment and managerial challenges have resulted in intense competition among the companies, entailing the consideration of non-financial indices. Achieving the target industrial indices such as (Process Audit, Product Audit, Time on Delivery, Cost of Quality, Part per Million, Overall Equipment Effectiveness and Measuring Customers Satisfaction) lead to excellence and customer's satisfaction in organizations. Using the above-mentioned indices as well as the scientific data and theoretical studies, this study offers a model integrating decision making model and Radar logic in organization excellence model (EFQM(and ranks of Faravari & Sakht Vehicle part manufacture Company Suppliers accordingly..

Current research has been done with the aim of identifying the effective factors contributing to the execution of “Chapter nine of civil services management Act (employee's empowerment)” in government organizations. In order to conduct research based on descriptive-surveying methodology, a questionnaire was devised. Drawing on theoretical literature and ideas of advisor, counseling professors and experts, 27 questions were included in the questionnaire. After determining sample size, questionnaire was distributed among executers of this law in Tehran and Qazvin executive organizations which had been selected randomly. SPSS Software and factorial design were used to analyze research results.Research results showed that six factors were considered as effective factors influencing the execution of chapter nine of civil services management Act. These factors are as follow in order of their priority: “Information Technology and Executer Tendency”, “Support and Participation", "Organizing”, “Modality of Strategy”, “Social Condition and Simplicity of Strategy” and “Coordination”.

As the number of Iranian internet users exceeds 33 million, businesses in Iran are making the transition from traditional methods to electronic methods. Also, with the rapid development of e-commerce, the internet, and banking and financial sectors, customers are encouraged to utilize electronic banking. It is necessary for banking systems to consider the method of encouraging internet users to perform electronic transactions through online advertising in order to maintain and develop their market, and also increase the satisfaction of their customers. This study evaluates the influence of online advertising on the levels of arousal and creating positive attitudes toward brands. After assessing the validity (content validity) and reliability (with a Chronbach's alpha of 80%) of the study, 161 questionnaires were collected and statistical data analysis was done by using the SPSS software and employing the Student's t-distribution method. The findings suggest that online advertising has a great impact on encouraging banking customers to perform electronic transactions.

Based on the life cycle model for the year period 2010-2011(1389), this research is conducted to assess the passenger's satisfaction with the services rendered by Iran Air as well as to determine the satisfaction of those passengers who were in direct contact with sales staff, airport services and in-flight personnel. Moreover, this study investigates the factors contributing to Iran Air passenger's satisfaction and categorizes them from passenger's point of view. This research comprises one main question and four sub-questions and one main assumption and four sub-assumptions. The statistical population is composed of passengers who have had at least two domestic and/or international flights in 2 years. Among this population, a sample comprising 385 passengers using clustering method has been chosen. A questionnaire based on Calakuta model and in form of Likert spectrum has been devised and distributed and the information has been extracted. The methodology for gathering the information is in form of filed. For analyses and interpretation of the information, the SPSS software has been used. The result of this research is reveals the fact that the level of Iran Air passengers satisfaction in all three stages of attraction, promotion and maintenance is above the average. Also, the satisfaction with sales, airport and in-flight services stands above average. The factors effecting the passenger's satisfaction can be categorized and prioritized as: 1-Satisfaction with credibility and brand of the company, 2-Satisfaction with services rendered to frequent fliers, 3- Satisfaction with quality of services, 4-Satisfaction with price (ticket, accompanied baggage, special services), 5-Satisfaction with after ticket sales services, 6- Satisfaction with flexibility of services, 7- Satisfaction with flights safety.

Knowledge sharing is an important step in knowledge management whereby knowledge is exchanged among individuals. During this process explicit or tacit knowledge can be passed from one to another with the possibility of creating new knowledge. Excellent knowledge sharing leads to development and improved service quality in organizations. However, to obtain the competitive advantages in public organizations, providing quality services to the society members must be strongly considered. Many effective factors contributing to knowledge sharing have been already identified in previous studies. However they focused on technological and organizational aspects rather than individual aspects of knowledge sharing. Therefore, we studied the individual aspects involved in the quality of knowledge sharing. The correlation between awareness, motivation, personality and trust in knowledge sharing was studied. Our results showed a direct and significant correlation between each of above -mentioned individual factor with quality of knowledge sharing (Correlation coefficient: 0.826, 0.796, 0.722 and 0.245 respectively, P<0.01) confirming our hypothesis.