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چکیده…………………………………………………………………………………………………………………………………………………… 1
فصل اول : كليات تحقيق
1.1مقد مه……………………………………………………………………………………………………………………………………………… 3
1-2. تعريف مسئله و بيان موضوع تحقيق…………………………………………………………………………………………………….. 3
1-3 . تعاريف كليدي ……………………………………………………………………………………………………………………………… 4
1-4 .ضرورت انجام تحقيق ………………………………………………………………………………………………………………………. 4
1-5. سوالات تحقيق………………………………………………………………………………………………………………………………… 5
1-6. فرضيات تحقيق ………………………………………………………………………………………………………………………………. 5
1-7. اهداف اساسي از انجام تحقيق……………………………………………………………………………………………………………. 6
1-8 . نتايج مورد انتظار پس از انجام تحقيق………………………………………………………………………………………………….. 6
1-9. جنبه نوآوري و جديد بودن تحقيق………………………………………………………………………………………………………. 6
1-10. روش تحقيق………………………………………………………………………………………………………………………………… 6
1-11. روش و ابزار گردآوري اطلاعات…………………………………………………………………………………………………….. 6
1-12-1. تحقيقات داخلي…………………………………………………………………………………………………………………….. 6
1-12-2. تحقيقات خارجي…………………………………………………………………………………………………………………. 7
فصل دوم : ادبيات تحقيق
هشت |
2-1. ارزيابي عملكرد………………………………………………………………………………………………………………………………. 11
2-1-1.تعاريف………………………………………………………………………………………………………………………………………. 11
2-1-2. ديدگاه هاي سنتي و نوين در ارزيابي عملكرد…………………………………………………………………………………… 12
2-1-3. تاريخچه ارزيابي عملكرد……………………………………………………………………………………………………………… 12
2-1-3-1. ارزيابي عملكرد در ايران………………………………………………………………………………………………………….. 13
2-1-4. ضرورت و اهميت ارزيابي عملكرد…………………………………………………………………………………………………. 13
2-1-5. ويژگي هاي نظام ارزيابي عملكرد سازماني كار آمد………………………………………………………………………….. 14
2-2. مدل هاي ارزيابي عملكرد…………………………………………………………………………………………………………………. 14
2-2-1. مدل هاي اندازه گيري عملكرد………………………………………………………………………………………………………. 14
2-2-1-1. مدل سينك و تاتل…………………………………………………………………………………………………………………… 15
2-2-1-2. ماتريس عملكرد(1989)……………………………………………………………………………………………………….. 16
2-2-1-3. هرم عملكرد(1991) ……………………………………………………………………………………………………………. 16
2-2-1-4. تحليل ذي نفعان(2001)…………………………………………………………………………………………………………… 17
2-2-1-5. چارچوب مدوري و استيپل(2000)…………………………………………………………………………………………. 18
2-2-1-6. الگوي فيشر براي ارزيابي عملكرد…………………………………………………………………………………………… 19
2-2-2-7. كارت امتيازي متوازن…………………………………………………………………………………………………………………..19
2-2-1-8. مدل تعالي سازماني اروپا……………………………………………………………………………………………………….. ……20
2-2-1-9-مدل دمينگ………………………………………………………………………………………………………………………… ….. 21
2-2-1-10. مدل مالكولم بالدريج………………………………………………………………………………………………………….. 21
2-2-1-11. مدل تعالي در كسب وكار…………………………………………………………………………………………………… 21 2-3. بررسي سيستم ارزيابي عملكرد وانتخاب مناسب ترين سيستم………………………………………………………………. 22
نه |
2-3-1. دلايل انتخاب كارت امتيازي متوازن…………………………………………………………………………………………. 23
2-4. معرفي مدل كارت امتيازي متوازن………………………………………………………………………………………….. 25
2-4-1. روش امتيازي متوازن به عنوان يك سيستم ارزيابي عملكرد………………………………………………………. 28
2-4-2.منظرهاي روش امتيازي متوازن………………………………………………………………………………………………. 28
2-4-2-1. منظر مالي …………………………………………………………………………………………………………………….. 29
2-4-2-2. منظر مشتري………………………………………………………………………………………………………………….. 29
2-4-2-3. منظر فرايندهاي داخلي كسب و كار………………………………………………………………………………… 29
2-4-2-4.منظر يادگيري و رشد……………………………………………………………………………………………………… 30
2-4-3. روش ارزيابي متوازن به عنوان يك سيستم ارزيابي عملكرد……………………………………………………… 30
2-4-4. چرا استراتژي ها در عمل پياده نمي شوند؟………………………………………………………………………………. 31
2-4-4-1.مانع مربوط به عدم انتقال استراتژي………………………………………………………………………………….. 32
2-4-4-2. مانع مربوط به عدم هم سويي كاركنان با استراتژي……………………………………………………………. 32
2-4-4-3. مانع مربوط به عدم تعهد مديريت ارشد…………………………………………………………………………… 33
2-4-4-4.مانع مربوط به عدم تخصيص منابع لازم……………………………………………………………………………. 33
2-4-5.بر طرف كردن موانع اجراي استراتژي به كمك روش ارزيابي متوازن……………………………………………. 33
2-4-5-1. بر طرف كردن مانع مربوط به انتقال استراتژي………………………………………………………………….. 33
2-4-5-2. برطرف كردن مانع مربوط به عدم هم سويي كاركنان…………………………………………………….. . 34
2-4-5-3 . بر طرف كردن مانع مربوط به عدم تخصيص منابع لازم…………………………………………………….. 34
2-4-5-4. برطرف كردن مانع مربوط به عدم تعهد مديريت ارشد……………………………………………………….. 35
2-4-6. توازن در ارزيابي متوازن………………………………………………………………………………………………….. 35
2-4-6-1. توازن بين سنجه هاي مالي و غير مالي……………………………………………………………………………… 35
ده |
2-4-6-2. توازن بين ذي نفعان داخلي و خارجي……………………………………………………………………………… 35
2-4-6-3. توازن بين اهداف بلند مدت و كوتاه مدت………………………………………………………………………….. 36
2-4-6-4. توازن بين شاخص هاي هادي و توابع عملكرد…………………………………………………………………….. 36
2-4-7. نقشه استراتژي………………………………………………………………………………………………………………….. 36
2-4-7-1. وجوه نقشه استراتژي……………………………………………………………………………………………………… 38
2-5.سيستم جامع مديريتي كارت امتيازي متوازن………………………………………………………………………………. 39
2=5=1. سيستم جامع مديريت كارت امتيازي متوازن براي متصل ساختن استراتژي به عمليات……………………. 39
2-5-1-1. مرحله نخست : تنظيم استراتژي………………………………………………………………………………… 39
2-5-1-2. مرحله دوم :برنامه ريزي استراتژيك………………………………………………………………………. 41
2-5-1-3. مرحله سوم : هم سويي سازمان با استراتژي……………………………………………………………… 42
2-5-1-4. مرحله چهارم:برنامه ريزي عمليات………………………………………………………………………… 42
2-5-1-5. مرحله پنجم:كنترل،نظارت و يادگيري………………………………………………………………. 43
2-5-4-6. مرحله ششم :سنجش و ساز گار كردن استراتژي……………………………………………………… 43
2-5-2. سنگ بناي موفقيت……………………………………………………………………………………………….. 43
2-5-3. حمايت مديريت ارشد……………………………………………………………………………………………. 43
2-5-3. مديريت پروژه………………………………………………………………………………………………………. 44
فصل سوم: روش تحقيق
1-3. بيان مسئله و هدف پژوهش …… ………………………………………………………………………………………………..48
3-3. تاريخچه بيمه ايران……………………………………………………………………………………. ……………………. …….49
یازده |
3-4. وظايف و اختيارات……………………………………………………………………………………….. …………. 52
3-5.جمعيت آماري ……………………………………………………………………………………… ……………………….. 52
3-6. شيوه نمونه گيري……………………………………………………………………………………. …………………….. 52
3-7. روش محاسبه حجم نمونه…………………………………………………………………………. …… . …………… 52
3-8. محاسبات مربوط به پژوهش…………………………………………………………………….. ……………………… 53
3-9.فرضيه ها…………………………………………………………………………………………………. ………………….. 58
3-9-1. آزمون فرض وجه مالي ………………………………………………………………………… …………………… 58
3-9-2.آزمون فرض وجه مشتري…………………………………………………………………………………………. 59
3-9-3.آزمون فرض وجه فرايندهاي داخلي……………………………………………………………… …………… 60
3-9-4. آزمون فرض وجه رشد ويادگيري………………………………………………………………. ………………. 60
3-10. نتايج آزمون مربوط به چهار وجه كارت امتيازي متوازن……………………………………. . …………. 61
3-11. نتايج پس از فرضيه ها……………………………………………………………………………………………………….. 61
3-12. ويژگي هاي فردي و اجتماعي نمونه……………………………………………………………………………………. 63
3-12-1. جنسيت افراد جامعه……………………………………………………………………………………………………. 63
3-12-2. سطح تحصيلات……………………………………………………………………………………………………….. 64
3-12-3.ميزان سن……………………………………………………………………………………………………………………. 64
3-12-4. سابقه كاري ………………………………………………………………………………………………………………. 66
فصل چهارم: نتيجه گيري و پيشنهادات
4-1. مقدمه………………………………………………………………………………………………… …………………….. 68
4-2. برنامه پياده سازي اهداف استراتژيك……………………………………………………………………………… 68
4-3. پيشنهادات…………………………………………………………………………………………………. …………………. 70
دوازده |
4-4. پيشنهادات كاربردي………………………………………………………………………………………………………… 71
5-4. نتيجه گيري…………………………………………………………………………………………………………………… 71
5-4. منابع………………………………………………………………………………………………………………………………. 73
سیزده |
فهرست جداول
عنوان صفحه
جدول3-1. سوالات وجه مالي ………………………………………………………………………………………………………………….. 54 جدول3-2. محاسبات وجه مالي …………………………………………………………………………………………………………………………………………………….. 55
جدول 3-3.انحراف معيار و ميانگين وجه مالي …………………………………………………………………………………………….. 55
جدول 3-4. سوالات وجه مشتري ……………………………………………………………………………………………………………… 55
جدول 3-5. محاسبات وجه مشتري ……………………………………………………………………………………………………………. 56
جدول 3-6 . انحراف معيار و ميانگين وجه مالي……………………………………………………………………………………………. 56
جدول 3-7. سوالات وجه فرايندهاي داخلي………………………………………………………………………………………………… 56
جدول 3-8. محاسبات وجه فرايندهاي داخلي ……………………………………………………………………………………………… 57
جدول 3-9 . انحراف معيار و ميانگين فرايندهاي داخلي ………………………………………………………………………………… 57
جدول 3-10 .سوالات وجه رشد و يادگيري………………………………………………………………………………………………… 57
جدول 3-11 .محاسبات وجه رشد و يادگيري ……………………………………………………………………………………………… 58
جدول 3-12 . انحراف معيار و ميانگين وجه رشد و ياد گيري …………………. …………………………………………………….. 58
جدول 3-13 .نتايج آزمون فرض ……………………………………………………………………………………………………………….. 61
جدول 3-14 .توزيع فراواني ارزيابي پاسخ گويان نسبت به متغير جنسيت ……………………………………………………………. 63
جدول 3-15 . توزيع فراواني ارزيابي پاسخ گويان نسبت به سطح تحصيلات ………………………………………………. 64
جدول 3-16 . توزيع فراواني ارزيابي پاسخ گويان نسبت به ميزان سن…………………………………………………………… 65
جدول 3-17. توزيع فراواني ارزيابي پاسخ گويان نسبت به ميزان سابقه كاري……………………………………………………. 66
چهارده |
فهرست اشکال
عنوان صفحه
شکل 2-1هفت شاخص عملكرد ……………………………………………………………………………………………………………… 15
شکل 2-2 . ماتريس ارزيابي عملكرد …………………………………………………………………………………………………………. 16
شکل 2-3 .هرم عملكرد ……………………………………………………………………………………………………………….. . 17
شکل 2-4 . مدل تحليل ذي نفعان………………………………………………………………………………………………………. 18
شکل 2-5 .متد مميزي و ارتقاءسيستم عملكرد…………………………………………………………………………………… ……… .19
شکل 2-6 . نماي كلي معيارها …………………………………………………………………………………………………………. 21
شکل 2-7 .هرم تعديل يافته كانجي………………………………………………………………………………………………………… 22
شکل 2-8 . مقايسه سيستم هاي اندازه گيري عملكرد ……………………………………………………………………………….. 25
شکل 2-9 .رابطه علت و معلولي درارزيابي متوازن……………………………………………………………………………………….. 27
شکل 2-10 . مدل عمومي روش امتيازي متوازن ……………………………………………………………………………… 25
شکل 2-11 .موانع اساسي در سر راه پياده سازي استراتژي………………………………………………………………………………. 32
شکل 2-12. نقشه استراتژي ………………………………………………………………………………………………………………………. 37
شکل2-13. سيستم مديريتي جامع:متصل ساختن استراتژي به عمليات…………………………………………………………… 40
شکل 3-1. نمودار ستوني پاسخ گويان نسبت به متغير جنسيت …………………………………………………………………. 63
شکل 3-2. نمودار ستوني پاسخ گويان نسبتبه سطح تحصيلات ……………………………………………………………. 64
شكل3-3. نمودار ستوني پاسخ گويان نسبت به ميزان سن ………………………………………………………………… 65
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