Performance evaluation of the social security branches in Tehran using a combination of fuzzy data analysis model and balanced scorecard

Abstract

Speed ​​and diversity of the changes in the world around us have had a profound impact on all institutions of societies and faced them with multiple challenges. These challenges make organizations to achieve continuous progress using new management systems and implementing them practically. In this regard, one of the main tasks of managers is undoubtedly monitoring and evaluating the performance of their organization under their supervision. Senior managers have always been looking for a way to make sure of the implementation of their strategies and in this regard they consider the evaluation of organization performance as an inevitable necessity. But, what is raised as the main question before organizations and managerial advisors is that; by what means and how to identify basic problems and issues and areas to improve the organization and prepare oneself to participate in international competitions successfully? Therefore, existence of a model seems to be necessary and reason able to improve the performance of various branches of organizations and to achieve a tool to meet this need. One of these models is using a combination of data envelopment analysis model and balanced scorecard. Using fuzzy theory in this model can precisely control the factors affecting the performance of organization and also provides a clear picture of it. In this model, after determining and estimating the dimensions of balanced scored card in four aspects of: customer, internal processes, growth and learning and finance, the efficiency of branches is rated and ranked by using fuzzy data envelopment analysis and eventually the effective and ineffective branches are identified.