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1 !"# MADM 4 SWOT QFD 6 $%&#%'(#%()*+,--) 0./ * %&'( )! "#$ 304+, -.-( )/&,0 12 5!$067 $EFQM;.+! %8,49( )1,5.: ( )1,5.:5> BSCEFQM<=.+! %8,49TQM ; EFQM;1 &?@4,49*!,49?'= *6)BSCSWOT1453.=,49* %&,A!$0BSC 6 MADM;.=+.0 1,BSC 1 ) Balanced Scorecard 2 ) European Foundation for Quality Management 3 ) Quality Function Deployment 4 ) Strengths Weaknesses opportunities threats 5) Multy Attributes Decision Making 6 ) Adress: Mojtabaakbaryan@yahoo.com 7) PerformanceManagement 8 )Total Quality Managme QFDEFQM;<=,C>B B8!$0D', >5B,$0 1 0" " 8 7 E-=! >46;

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8 BC#:>,%'(+A*/>1 &B55%B+a $!!046',0$!4:UV5%B `=5*&v _ R, 546'&_,.: P B3X8HQ_ K_( EFQM3; 5.=EFQM3;&6%&=* 0+*6E ++! -4x8&355$B> 5Ba$I0+, ^m>tmy'msbsc3m 5m,mGmmm#0m+#> +* 0+0 ),51 3 EFQMa$I3;( o3b 5046'E-( 8%L75( _ p, -0-aIE _EFQM!3;.= +$05&.:IH95,_+,3K3-,5 6I$,' _N &( 5?.5.RX'B>&5. &$0U5.+0=2zB( &Z3B 04x8%&=* H$7573S%&=', N_PQ %8{& &.+, $0`1U5C>%5%?.5!PQ _U5, %A 5?.53,J'3,! SWOT+@!"#+@#75"5,DE#C#!#13 +* & >I 1<_&)Q, ; &jj,,-0 )* 5*6E8 RRG.#50 ) F6JIH95_K# 7 /O 5 +Q#& 00I'5K#?S SWOT1453,* +YGB,4'_0 )51453* U5C> y >0B4B #!7SWOT+ BSC!"##>13 +YGB0 );SWOTC 1 &?,-o0 ) BSC; SWOTC 1 &?+ 8Ia+,:*,B95. '+, -),B95,16,:+YGB- K#, ( )6I0 )* 3,YGB5+a,)U0=;953 5) 8& EFQMBSCQFDFGH,!"#,-''C#>13 $0&. * EI8.+kQ&..8?%:= 0?) * 0 )$0&.@> +,+5( ) &,:* 5_( ) &, 5&. /S_E%L!%:+"!jJ +YGB$00 1EFQMBSCQFDc% 74?

9 MADM'!"#,-''C#%!-13,$,.+.&,,- 8I* %,$MADMZo0 ) ;,5?&6 & 0R_+,vaIBU5+$0 ) &,&543 +$EFQM 4-I!"J.(%,-''C#7,+H1 4o$00 )* B;cBU5,&,$o$00 ),:* 3 9!PQ5B-( ) K+,113 %j-,:,,' $0!PQ, O,:* _3,:*,_ %.!$0, 3% +,-+U5 _EQFM;,.6 ;-6a$I,6-C5,D'* F.33? %.=3,J'3 ^+^&:"#a:* ((53V9%(!$08 H:%,'!$0,;- Hp%,'5!$0,;- $%1 1 ) Ahn, H. (2001) Applying the Balanced Scorecard concept: an experience report. Long Range Planning August, ) EFQM Advice Booklet (00), (2000), starting out on the journey of excellence, EFQM 3 )EFQM Advice Booklet (01), (2000), Leadership, EFQM 4 ) EFQM Advice Booklet (02), (2000), Policy and Strategy, EFQM 5 ) EFQM Advice Booklet (03), (2000), People, EFQM 6 ) EFQM Advice Booklet (04), (2000), Partnership and Resource, EFQM 7 ) EFQM Advice Booklet (05), (2000), Process, EFQM 8 ) EFQM Advice Booklet (06), (2000), Customer Result, EFQM 9 ) EFQM Advice Booklet (07), (2000), People Result, EFQM 10 ) EFQM Advice Booklet (08), (2000), Society Results, EFQM 11 ) EFQM Advice Booklet (09), (2000), Business Results, EFQM 12 ) Kanji (2002), "Measuring Business Excellence", Florence KY, USA: Routledge, Taylor & Francis Group, (2002)

10 13 ) Kaplan, R. S. and Norton, D. P. (2001), The strategy-focused Organization: How Balanced scorecard companies Thrive in New Business Environment, Harvard Business School Press, Boston, MA. 14 ) Kaplan, R.S. and Norton, D.P. (1992) The Balanced Scorecard measures that drive performance. Harvard Business Review, January-February, pp ) Kaplan, R.S. and Norton, D.P. (1993), Putting the Balanced Scorecard to work, Harvard Business Review, September-October, pp ) Kaplan, R.S. and Norton, D.P. (1996a) Translating strategy into action the Balanced Scorecard. Harvard Business School Press, Boston. Kaplan, R.S. and Norton, D.P. (1996b), Using the Balanced Scorecard as a strategic management system, Harvard Business Review, January-February, pp ) Kaplan, R.S. and Norton, D.P. (2000), Having Trouble With Your Strategy? Then Map It, Harvard Business Review, September-October, pp ) Kaplan, R.S. and Norton, D.P. (2004) Strategy Maps: Converting Intangible Assets into Tangible Outcomes. Harvard Business School Press, Boston. 19 ) Kaplan, R.S. and Norton, D.P. (2005), The Office Of Strategy, Harvard Business Review, September-October, pp ) Otley, D. T. (1999), Performance management: a framework for management control system research, Management Accounting research,10(1), ) Rigby, Darrell, K. (2001) Management Tools, Global Results: Annual Survey of senior Executives, Brains and company 2001 Management Tools and Techniques survey profiles the usage and effectiveness of management tools among 451 companies in 22 countries around the world. GHI' 22 ) Wongrassamee, P. D. Gardiner, J. E. L. simmons (2003), Performance measurement tools: the BSC and the EFQM Excellence Model", MEASUEING BUSINESS EXCELLENCE, 7(1), ) Gaelle Lamotte & Geoff Carter, "Are the Balanced Scorecard and the EFQM Excellence Model mutually exclusive or do they work together to bring added value to a company?" Balanced Scorecard Collaborative, ) Henrik Anderson, Garvin Lawrie and Michael shulver (2000), "The Balanced Scorecard VS. the EFQM Business Excellence Model", 2 GC working paper available at WWW. 2gc.co.UK 25 ) Ip Y.K. and Koo L.C. (2004) BSQ strategic formulation framework A hybrid of balanced scorecard, SWOT analysis and quality function deployment. Managerial Auditing Journal 19(4), '

11 26 ) Lee, S.F., Lo, K.K., Leung, R.F. and Sai On Ko, A. (2000) Strategy formulation framework for vocational education: Integrating SWOT Analysis, Balanced Scorecard, QFD Methodology and MBNQA educational criteria. Managerial Auditing Journal 15(8), ) Mc Adam, R. and O'neill, E. (1999) 'Taking a critical perspective to the European business excellence model using a balanced scorecard approach: a case study in the service sector', Managing Service Quality, 9(3): ) Kaplan, R, S and Gaellemotle (2001), " the balanced Scorecard and Quality Programs", Harvard Business School Press, PP36 29 ) Steve Johnson J "EFQM and Balanced Scorecard for improving organizationa performance, A Research Report,, INLAND REVENUE, April 2003, G&$/PQ$R*CA4#P9F'Q"#$%,'@% O$NP,9#9/LMA9J,HANLKG* 7.M$-S?','@% &/P7QY' 8%X K%*W645#;@Q'%8'O$NPMTUK%JM4V/BE9/7 K/ >TU4#J79B&''A*9B&'/B6!#W"#$%&I/J,9#9/9J,YA+G*7 /$-S&"A; G&$/J3''J/Z%9-T'J!+ C[\*'$&'3J@/@J94F'J/$]4UJ],'+$+,$T'@J#&/RWTUVG&$/J89:F'?.+9!B* G&$/JF*0D'J.'.B4#J/T/)*'?'J^9'9$%J^+3_,$T*#J?'?.+ B*J!%&/J?.+C9/'@%2-#JJ3A']4F'$+ C+'G&$/J/4%5]54#J,@9$'@$'G+J/$%9V%K/J92,9 6/ J,$-SGIIF#`@9' J_'G&$/JEFQM8'*J/@4F42!5 a J_'G&$/JEFQM*@9BP/@4F42!5 ;'B'J,B#;c&/B345?'^/.+>2Jb6*I#6'-#BSCEFQMJ4V/BE9' $/$)*' 44) WWW. 2gc.co.UK 45 ) 46 ) 47 ) 48 ) 49 )