Organizational diagnosis on the basis of customers aspects: Case study of an Iranian company

摘要

The present research is for identifying, analyzing, and interpreting the solution of making the performance of an Iranian company in relation with the customer in two frameworks of qualitative and quantitative aspects. In the quantitative part not only the basis of marketing mix at management is used for testing six hypothesis about customer’s opinions performance results of the company and using questionnaire tools after evaluating reliability and validity of the results, but also the opinions of all customers (representatives and companies) about the performance of the company in the form of gathered mentioned hypothesis and using regression techniques for testing the hypothesis is provided. The findings confirmed that there is a meaningful relation between customer’s opinion with price and quality of products’ company. At the next step, by using focal groups and quality analyzing the context, the expert group of the mentioned company with the presence of selected managements and some experts, staffs, and sales representatives, the organizational diagnosis procedure is done with the quality aspect. Therefore, first, the evidences that show the existence of diagnosis at the effectiveness, efficiency, productivity, innovation, flexibility, and quality fields that cause the present performance of the company at the marketing mix of price and production (goods) are identified and main problems of company is recognized upon it. Then the reasons of mentioned problem are analyzed in the separation of achieved evidences in the internal fields of Radiator Iran Company, and by listing the most important results of mentioned problem, the environmental threatening that causes intensification at this problem is also identified and interpreted. At the continuation, instead of each identifies weak points at internal fields of the company, some solutions for removing weak points and in conclusion resolving the diagnosis of the company recommended, that by its implementation at the investigated organization can be useful for the improvement of its performance in the view of customer.