Title: Benchmarking of organisation's manager performance applying with AE3Q; analytical hierarchy process

Authors: Maedeh Rabbanimehr; Arash Shahin

Addresses: Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran

Abstract: Nowadays, continual improvement, reaching organisational excellence and achieving customer satisfaction in all areas of activates in an organisation has gained much importance. In this regard, benchmarking will help the organisation to reach excellence level. This article has studied benchmarking of a manager in an organisation by exploiting a proposed new framework [a combination of the AHP, EFQM, 360 degree approach and QFD (AE3Q)]. Library research method has been used for data gathering in theoretical research phase and a semi-organised questionnaire in applied research phase. Employees, stakeholders, managers and customers of two different organisations of an industry have been selected as the data tool. Sampling from employees has been conducted by grouping method while simple random method has been used for customers and stakeholders. One of the findings of this article is performance improvement of manager in an organisation by modelling of a high performance organisation and based on the prioritised performance criteria of that organisation. Other results include providing the relationship between the manager performance and the organisation performance by the help of proposed model and setting priorities for the enablers of organisational excellence model.

Keywords: benchmarking; AHP; 360 degree approach; EFQM; QFD AE3Q; enablers; analytical hierarchy process; quality function deployment; European Foundation for Quality Management; continuous improvement; organisational excellence; customer satisfaction; manager performance; employees; stakeholders; customers; managers; performance improvement; prioritised performance criteria; organisational performance; setting priorities; firm performance.

DOI: 10.1504/IJBEX.2014.065504

International Journal of Business Excellence, 2014 Vol.7 No.6, pp.700 - 723

Published online: 28 Oct 2014 *

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