Designing an Efficient Implementation Model of Performance Management System in Service Organizations

Abstract

According to the purpose of this paper that is to design an efficient implementation model of performance management system in service organizations, first the aspects of implementation of the Performance Management System (with system approach that is the first and most comprehensive research on the topic of study) were extracted through library research, interviews and Theme analysis. Then, using the Delphi method and opinions of experts, the initial framework was validated and finally it was formulated in the form of a questionnaire. Next, using census, a questionnaire distributed among 400 managers, trustees and volunteers staff of performance management system in the area of banking and payment services that had the experience of implementation of the Performance Management System. To test assumptions and analyze the data for quantitative research, structural equation modeling (AMOS) was used. Based on the results, model of the implementation of performance management in service organizations were identified in 5 Dimensions, 22 components and 89 indexes. Among the aspects of research, internal content organizational factors conducive to define the most important role in the efficient implementation of the management system respectively.

Keywords

• performance management system
• implementation
• service organizations
• structural equation model