Mehr Iran Bank's Performance Evaluation Using EFQM Excellence Model: A Case Study of Alborz Province Branches

2. Theoretical Background

There are a number of common models for performance evaluation such as the Analytical Hierarchy Process (AHP), Quality Management System (ISO), Total Quality Management (TQM), and the EFQM Excellence Model which is considered the most comprehensive model of performance evaluation. The EFQM was developed by the European Foundation for Quality Management in 1991 as an initial framework for the evaluation and improvement of organizational performance and consists of nine criteria: five enablers (leadership, policy and strategy, people, partnerships and resources, and processes), and four results (customer, people, society, and key performance). Enablers show what the organization is doing and are the factors which allow the organization to achieve excellent results. Results criteria are those results that an organization acquires, and indicate the achievements from appropriate implementation of enabler hypotheses to be considered based on the EFQM which include the following:

The main hypothesis:

The sub-hypotheses:

• 1.

  The performance of Gharzolhasaneh Mehr Iran Bank branches of Alborz Province in terms of enablers is excellent.

• 2.

  Performance of Gharzolhasaneh Mehr Iran Bank branches of Alborz Province in terms of results is excellent.

3. Research Methodology

The research method applied in this study is a descriptive-analytical survey method conducted in 2014. The research population was the employees of Mehr Iran Bank. A sample size of 25 was obtained using the Cochran formula.