STUDYING PERFORMANCE OF WATER AND WASTEWATER COMPANY USING THE APPROACH OF EFQM EXCELLENCE MODEL IN GUILAN PROVINCE-IRAN

Abstract

Models of excellence focusing on quality of production (goods and services) and the participation of all members of the organization can gain customer satisfaction and provide stakeholder interests and at the same time encouraging and promoting individual and organizational learning by relying on creativity and innovation. This study is investigated descriptively and data collection is done through field and questionnaire is used as data gathering tool. The statistical population, an urban water and sewage company employee in Guilan- Iran, who served on the company or uses its services and sample size is obtained 174 persons. Pearson correlation and regression is used to analyze hypotheses using software SPSS. The results of the analysis in part of enablers showed that there is a positive correlation between the leadership criterion and company performance. Also there is relatively high positive correlation between criteria of human resources and strategy with company performance. There is middle positive correlation between criteria of partnerships and resources and company performance. Also there is middle positive correlation between process criteria and company performance. Also in part of results is approved that there is middle positive correlation between criterion of customer results and company performance. There is middle positive correlation between criteria of human resources results and company performance. There is high positive correlation between criteria of society results and company performance. There is high positive correlation between criteria of key results and company performance.