challenging of agility in khouzestan Social Security Organization

Subject Areas : Human Resources Excellence

Narges Ebrahimi ¹ (Business Management. Azad university. Abadan)

Received: 2022-04-22 Accepted : 2022-09-20 Published : 2022-05-22

Keywords: organizational aligity, customer service process, social security organization,

Abstract :

The purpose of this study is to address the Challenging of organizational aligity in Khuzestan social security organization in the act of providing support to customer and customer service response steps.This research is from the category of exploratory-survey research in terms of practical purpose and in terms of nature and data collection.The statistical population of this study consists of managers, senior experts and experts of the Khuzestan Social Security Organization who have been identified and selected by purposive sampling. In this study, first research on challenges was conducted and then related criteria were identified. By conducting interviews based on dimensions, they were identified from the perspective of experts in the organization. Then, a questionnaire based on interviews was designed and distributed among the experts. The score of each question was determined based on the Likert scale and led to the calculation of the agreement coefficient. The coefficient of agreement was obtained in the third round with the value of 814.In the next step, the hierarchy tree and the matrix of pairwise comparisons were formed. The identified criteria were entered in the pairwise comparison matrix and evaluated by experts. Finally, it was found that technological factors with a weight of 0.191 are the most important; Therefore, among the 9 criteria, it has the greatest impact on the challenges of agility in customer service and the response process.Structural and velocity factors with relative weights of 0.181 and 0.167, respectively, are in the next priorities.