EFFECTIVENESS OF EFQM MODEL IMPLEMENTATION: A SURVEY ON IRANIAN AUTOMOTIVE AFTER-SALE SERVICE COMPANIES

摘要

It is nearly a decade that Iranian companies attempt to obtain European foundation for quality management (EFQM) organizational excellence award with guidance of public sector, spending enormous financial cost and utilization of human resources. Authors' experiences, of an expert or consultant in implementing this pattern in several companies have motivated them to perform a research about the effectiveness of EFQM pattern in Iranian companies. In this regard, automotive after-sales service companies that engaged in achieving the EFQM award have been chosen as the study population. To evaluate the effectiveness of this pattern, several dimensions of organization based on research literature, patterns and theories were translated into operational and measurable indicators. Questionnaires completed by a chosen group of employees and managers were used for data collection. Research hypotheses were tested by the comparison of a coupled mean before and after the implementation of the EFQM model. Results suggest that the effectiveness of EFQM model implementation in Iranian companies is very low only in some dimensions.