IDENTIFYING AND SELECTING THE STRATEGIC PROCESS USING THE CROSS-EFFICIENCY APPROACH BASED ON SATISFACTION LEVEL AND EXTENDDED BALANCED SCORECARD

• Main Authors: Ardeshir Bazrkar, Solyeman Iranzadeh, Naser Feghhi Farahmand
• Format: Article
• Language: English
• Published: Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia 2018-03-01
• Series: International Journal for Quality Research
• Subjects: strategic process; cross-efficiency; satisfaction level; extended balanced scorecard; six sigma
• Online Access: http://www.ijqr.net/journal/v12-n1/5.pdf

The strategy is a macro and strategic plan, and will only be implemented when it is defined in the form of various projects. In order to exploit the benefits of lean six sigma projects, these projects should be in line with the strategic goals of the organization. Organizations should select projects which are compatible with the organization overall goals and fulfill the strategic requirements of the organization. The purpose of this study is to identify the strategic process among the bank facility processes to use it in lean six sigma methodology in order to improve process performance and efficiency using a combination of cross-efficiency and extended balanced scorecard methods. In the first step, the criteria for selecting the strategic process were identified using the six measures of the balanced scorecard method. In the second step, after collecting information using the cross-efficiency model based on satisfaction level, the bank facility processes are ranked based on the efficiency score. The results show that the ranking of the processes under consideration is carried out without any interference, and one of the processes (process 3) is considered as the strategic process to use in the six sigma methodology.