Abstract
Finding an appropriate framework for excellence is one of the challenging issues of organizations. Organizations and companies are composed of numerous work units which through communication and implementation of processes correspond to the goals of the organization do their tasks. This paper tries to help in evaluating and achieving the excellence of work units in organizations by presenting a conceptual model. For this purpose, we intend to introduce the components and the main criteria of the model and pay attention to them. In this paper, firstly, the main criteria in the enablers section are investigated and identified in various researches and models of performance management and excellence and then through a Delphi panel, the most important criteria for the excellence of the work units are identified in several comment taking of experts. In the next step, using famous models in quality management, production management, process and project management such as EFQM, ISO9001, LEAN PRODUCT, CMMI, PMBOK, risk management and etc. the sub- criteria for each of them again through the same Delphi panel are identified and finally, the relevant conceptual model is presented by relying on the logic of excellence models. The aim of this paper is to examine the relationship between the critical factors of quality management and customer outcomes in the subject of work units in organizations. The ways in which critical total quality management factors can improve the performance of a management system in work units within organizations is assessed. For this purpose, a conceptual model with specific hypotheses is suggested to test the data obtained from 86 respondents. Using structural equation models and partial least squares techniques (PLS) software, these hypotheses were tested. The findings of this research suggest that the proposed model, can be used as a reference framework for the implementation, assessment and improvement of quality in the field of work units. In this paper, we want to improve the gap in empirical research in the management of work units, and aids unit leaders to discover the variables that improve the results from client and stakeholder satisfaction.
Keywords: Performance Management, Work unit, Excellence, PLS, Organizational Excellence, Total Quality Management.
Defense Date: 2015-July-28
