Increasing the Customers Score through the EFQM Excellence Model in International Inspection Companies

Subject Areas : Industrial Management

Sanaz Rasouli ¹ (Master of industrial engineering of Islamic Azad University, Firouzkooh Branch)
Kamran Jamali Firouzabadi ² (Assistant Professor and Faculty Member of Islamic Azad University, Firouzkooh Branch)

Received: 2016-06-25 Accepted : 2017-10-17 Published : 2017-12-24

Keywords:

Abstract :

Nowadays customer satisfaction in the service organizations has been found of considerable importance. In this regard, the most competitive index is the quality improvement of services to the customers in International inspection companies. To identify strengths & weakness points of these organizations for performance improvement, an appropriate system is needed to enable us for obtaining more concessions from the customers. Is this research new conceptual model of attaining more concessions from the customers in EFQM is studied. What in this research will be studied is “the DFD conceptual model is related to which customer based standards & criteria?” that if information transfer of inspection companies is diagramed on the basis of conceptual model, then concessions of points by the customers would be increased which lead to increase the total EFQM points of the companies. After that organizational excellence declaration forms which are filled by the customers would be evaluated by the assessor and desired behavior of organizational excellence would be recognized upon the answers to the questions in the mentioned form. If the questionnaire had been filled documentary, by evaluating answers & their efficient relation, establishing of EFQM conceptual model could be with high extent achievable. Therefore we can conclude that by implementing a DFD conceptual model, points by customers would be increased.

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