طراحی الگوی پیاده سازی کارآمد نظام مدیریت عملکرد در سازمانهای خدماتی

نوع مقاله: مقاله پژوهشی

نویسندگان

1 دانشیار دانشگاه الزهرا، دانشکده علوم اقتصادی و اجتماعی، تهران

2 استادیار پردیس فارابی- دانشگاه تهران، دانشکده مدیریت و حسابداری، قم

3 استاد پردیس فارابی- دانشگاه تهران، دانشکده مدیریت و حسابداری، قم

4 نویسنده مسئول- دانشجوی دوره دکتری مدیریت منابع انسانی، پردیس فارابی- دانشگاه تهران

چکیده

       با توجه به هدف مقاله که طراحی الگوی پیاده سازی کارآمد نظام مدیریت عملکرد در سازمانهای خدماتی می باشد، ابتدا ابعاد مفهوم پیاده سازی نظام مدیریت عملکرد(با رویکرد سیستمی که در نوع خود اولین و جامع ترین تحقیق در موضوع مورد اشاره می باشد) از طریق مطالعات کتابخانه­ای، مصاحبه و تحلیل تم استخراج گردید. سپس با استفاده از روش دلفی و بهره گیری از نظرات خبرگان، اعتبارسنجی چارچوب اولیه انجام و نهایتا در قالب پرسشنامه تنظیم گردید. در مرحله بعد با استفاده از روش سرشماری پرسشنامه­ای برای400 نفر از مدیران، متولیان و رابطین نظام مدیریت عملکرد در حوزه ستادی بانک­ها و شرکت­های خدمات پرداخت که از تجربه پیاده سازی نظام مدیریت عملکرد برخوردار بودند، توزیع و بمنظور آزمون فرضیات و تجزیه و تحلیل داده­ها با روش مدل سازی معادلات ساختاری(نرم افزار آموس) بصورت کمی آزمون شد.
       بر اساس نتایج؛ الگوی پیاده سازی نظام مدیریت عملکرد در سازمان های خدماتی در قالب 5 بعد، 22 مولفه و 89 شاخص شناسایی و طراحی گردید، که در میان ابعاد پژوهش، عوامل بسترساز درون سازمانی بیشترین نقش را در تعریف و تبیین پیاده سازی کارآمد نظام مدیریت داشتند.

کلیدواژه‌ها


عنوان مقاله [English]

Designing an Efficient Implementation Model of Performance Management System in Service Organizations

نویسندگان [English]

  • Mohammad Ali Babaee Zakliki 1
  • Hamid Reza Hasanzadeh 2
  • seyed Mehdi Alvani 3
  • Hasan Zaraei Matin 3
  • Abdolghani Rastegar 4
چکیده [English]

According to the purpose of this paper that is to design an efficient implementation model of performance management system in service organizations, first the aspects of implementation of the Performance Management System (with system approach that is the first and most comprehensive research on the topic of study) were extracted through library research, interviews and Theme analysis. Then, using the Delphi method and opinions of experts, the initial framework was validated and finally it was formulated in the form of a questionnaire. Next, using census, a questionnaire distributed among 400 managers, trustees and volunteers staff of performance management system in the area of banking and payment services that had the experience of implementation of the Performance Management System. To test assumptions and analyze the data for quantitative research, structural equation modeling (AMOS) was used. Based on the results, model of the implementation of performance management in service organizations were identified in 5 Dimensions, 22 components and 89 indexes. Among the aspects of research, internal content organizational factors conducive to define the most important role in the efficient implementation of the management system respectively.

کلیدواژه‌ها [English]

  • Performance Management System
  • Implementation
  • Service Organizations
  • Structural Equation Model

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