A Set of Indicators, Based on EFQM Model, for Key Results and Customer Results for Project Oriented Processes of MAPNA Group

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Geilari, Zahra | 2012

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Type of Document: M.Sc. Thesis
Language: Farsi
Document No: 43143 (01)
University: Sharif University of Technology
Department: Industrial Engineering
Advisor(s): Kianfar, Ferydoon
Abstract:
MAPNA is a leading project oriented company in the field of power, water, oil and transportation in Iran. MAPNA has the policy of using quality management principles and tools to improve the company and in this regard has chosen EFQM excellence model as a tool to move towards excellence. EFQM requires a set of indicators to measure performances of the processes and their results. These indicators should be tailor made for the company.
The subject of this thesis is to evaluate the present indicators used in implementing EFQM in MAPNA and considering MAPNA’s characteristics propose any changes required. The study is limited to indicators for key results and customer results for certain project oriented processes of MAPNA Company
Keywords:
Project Based Organization ; Indicators ; Organizational Excellence Model ; Iran Power Plants Project Management (MAPNA) ; European Foundation Quality Management (EFQM) ; Customer Results ; Key Results

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