فصلنامه فرایند مدیریت و توسعه
سال بیست و پنجم شماره 3 (پیاپی 81، پاییز 1391)

The current performance evaluation process are inspired by performance management within the organizations to take a step further in a way to the factors such as competency, merit, capacity for improvement and promotion are supposed to be taken into account the in addition to performance evaluation itself. Nowadays, the organizations prefer to set more accurate criteria for performance evaluation with the aim of the rating precision as an organizational priority. This study tries to identify the key criteria for evaluating employees’ performance to make a reliable model for reward payment. First, the criteria were formulated on the basis of the previous researches conducted by experts, industry professionals and management scholars. Later, the reliability of the questionnaires was verified by Cronbach's alpha methods which indicated a high the reliability of the measurement tool. Field study and opinion survey data collected from the statistical population of the research, composed of 121 employees the SATHA Corporation, were analyzed by the use of SPSS software, to bring about the criteria for performance evaluation. The result demonstrated that the factor of perceptive skills exceeded other factors within the general criteria for individual performance with the highest score, i.e. 4.01 in average. This factor included three criteria of ‘welcoming new ideas’ ‘proposing effective plans to the organization’, ‘creativity and ability to think out new ideas’. Moreover, the performance management factor, with its five criteria, had the lowest score among other factors. Moreover, according to the results, the specific performance criteria were identified and rated for any department of the organization. For example, the professional know-how with the average score of 4.13, tools and gadgets handling skills with the average score of 3.89, and finally, production precision level with the average score of 3.89 got the highest scores in the production department. In the end, according to findings, an individual performance-based reward system was recommended. It was composed of 5 tables with 15 general criteria for individual performance as well as 5 specialized criteria for individual performance according to the departments concerned.

The secret of corporate success in the information era depends on investing and managing spiritual assets. Therefore, Balanced Scorecard (BSC) is an effective and verified tool to the real value in a way to let the organization beneficiaries to execute their excelling strategies with success. This article tries to assess the taxation affairs of Sanandaj city on the basis of balanced scorecard. In this research, a model was formulated according to the strategic Kaplan and Norton map for public and non-profitable organizations. Real statistics and a questionnaire were used in the framework 5-rank Likert scale in order to analyze the extent to which the four balanced scorecard system perspectives were considered in Sanandaj taxation affairs. All four hypotheses were tested and the data were analyzed to show that the 1st hypothesis (financial perspective) as well as the 2nd one (taxpayer's perspective) were confirmed while the 3rd and 4th hypotheses (internal perspective and growth/learning perspective, respectively) were rejected.

This article has tried to study the quality of educational services in the University of Urmia on the basis of SERVQUAL model from the perspectives of postgraduate students. This study uses descriptive research method (correlation type). A number of 200 students are selected through stratified random method, proportionate to the volumes of the faculties concerned. The standard SERVQUAL questionnaire containing five-scale service quality dimensions was used for data collection. Later, the data were analyzed based on research hypotheses, using independent T-test and one-way variance analysis. The results indicated that there is a significant difference between, the perceived factors of tangibles, reliability, responsiveness, assurance and empathy and the ones expected by the students. Expectations of students are beyond their perception from status quo and their expectations are not met as far as any service elements were concerned. Furthermore, no significant difference was observed among demographic variables, except for academic level in gender, academic department and local faculty of students.

Numerous studies have been conducted on the concept of organizational commitment and its relationship with various variables, but spiritual intelligence has just recently been notified in the scientific literature although it is an influencing factor in individual and social manners and consequently in the organizational behavior. This research tries to study the mutual relationship between spiritual intelligence and organizational commitment. Accordingly, in addition to reviewing the related theoretical literature, the relevant variables, their measurement scales as well as the overall framework of the study was formulated. Research strategy is based on survey and correlation methods. The data gathering tool is a standardized questionnaire on organizational commitment (Mayer & Allen, 1984) and spiritual intelligence (smith, 2005). Data analysis through Spearman's correlation test demonstrated that from among ten aspects of spiritual intelligence, four factors namely, attending religious places, spiritual experiences, religious beliefs and a purposeful way of life respectively have the highest correlation with organizational commitment. Moreover, the hypothesis of the research that assumes a relationship between spiritual intelligence and organizational commitment was analyzed and it was indicated that the spiritual intelligence and is most connected to emotional commitment. This study was novel in dual ways: first, the validation of spiritual intelligence questionnaire and second, surveying a new subject, i.e. the relationship between spiritual intelligence and organizational commitment. The article ends with applied recommendations for future researches.

This article tries to study the relationship of management skills (including technical, human, conceptual, and political) with efficiency of Keshavarazi (Agriculture) Bank branches in Isfahan (according to the criteria concerned). The research uses a descriptive, survey-type field study method. The statistical population included heads of the groups and department managers from 36 main and central branches, composed of 125 heads of the groups and 104 department managers from among whom 99 people were selected according to stratified random method. Data collection tool was a researcher-made questionnaire consisting 40 closed-answer questions, of which the reliability coefficient was calculated to be 97 percent through Alfa-Cronbach test. The collected data were analyzed by correlation coefficient test, regression analysis and one-way variance analysis in inferential statistics in addition to average, standard deviation and frequency in descriptive statistics. The results showed that there was a meaningful relationship, i.e. p≤0.05, among management skills (r=0.769), technical skills (r= 0.470), human skills (r=0.736) and conceptual skills (r=0.441) and political skills (r=0.743). Multiple regression analysis indicated that 55 percent of efficiency in the bank branches could be explained by political skills, promoted to 65 percent through the effects of human skills. Moreover, demographic variables, namely education and employment background did not cause any significant differences; yet a significant difference observable in regard with the service location in analyzing the answers to the questionnaires, i.e. the managers of the first class branches enjoyed more conceptual skills while the 4th class branch managers possessed more political skills.

Purpose of this study is to investigate the effects of implementing job training courses on the employees of the Social Security Organization of west Azarbaijan Province during 2007-2009. For such a purpose, a sample of 50 employees was selected from among 161 employees of 6 branches of the organization in the province via sample screening and controlling the variables. Researchers tried to measure the impact of effect of 5 training courses on 6 criteria of employees’ performance according to the goals of the courses. Results of the ‘repeated measurement’ method and ‘multivariate tests’, Mauchly's ‘test of sphericity’, ‘within-subject effects test’, and ‘variance analysis’ showed that implementing a training course on ‘credit claims calculation’ did not have a significant effect on reducing the number of cases referred to the preliminary executive committees; yet, it had a significant effect on reducing the number of hand debts of the workshops’ credit cases. The implementation of a training course on the subject of a new legal circular increased the real number of credit claim memos. A training course on ‘How to Identify the Insured’ decreased the number of provisional insurances. A training course on ‘How to make an initial registration of the Insured’ decreased mistakes about the personal identity information of the insured. Finally, implementing a training course on ‘Identification Methods of New Workshops for Insurance’ led to more workshop identification cases.

Information literacy is a basic skill, playing a significantly vital and active role in social activities while being considered as a mental and intellectual framework for realizing, recovery, retrieval, assessment and using the information. Information literacy refers to the skills an individual has learned or the learning process through which he learns to efficiently use information in a complicated and ever-growing information environment. Generally speaking, an information literate employee assumes an important role in increasing the effectiveness and productivity of an organization. This article tries to study the relationship between employees’ information literacy and organizational effectiveness in public organizations of the city of Kerman. This study is a correlation and descriptive research, conducted through the survey method. Statistical population of the research is composed of the official employees of Kerman's public organizations. A number of 322 individuals were selected through ordered stratified sampling method. The inferential and descriptive statistical methods were used in order to analyze the data. Meanwhile, the questionnaires on information literacy and organizational effectiveness were made as a means of data collection. The findings of research indicate that there is a significant relationship between employees’ information literacy criteria (namely, recognition of information needs, information routing, data evaluation, effective use of information) and organizational effectiveness.