Using Two Integrated Approaches for the Evaluation of Organizational Performance Excellence, Case Study: the National Library and Archives of Iran

The EFQM (European Foundation for Quality Management) excellence model, as a basic framework for evaluation and improvement of organizations, indicates some of the enduring advantages that a leading organization should achieve. Considering the position of the National Library and Archives of Iran (NLAI) and the type of services it offers, the NLAI needs a comprehensive scientific survey taking into consideration the EFQM model. So, the current research aims to evaluate the level of excellence of NLAI performance using two integrated approaches of the EFQM excellence model. Methodology/Approach: The current research uses descriptive and analytical survey methods. The study population consists of top and middle managers of the NLAI. Data was gathered through two approaches proposed by the EFQM: a standard 90-item questionnaire appropriate for NLAI conditions plus a (consensus) workshop. The findings obtained by descriptive statistics show that the mean of the self-assessment of the NLAI performance based on nine criteria of the EFQM excellence model is as follows: leadership, 56 out of 100; policy and strategy, 34 out of 80; staff, 52 out of 90; partnership and resources, 62 out of 90; processes, 41 out of 140; user/client results, 80 out of 200; staff results, 40 out of 90; society, results 31 out of 60; performance key results, 96 out of 150. Finally, the total number of points obtained by the NLAI based on the nine criteria of the EFQM excellence model is 492 out of 1000. The findings derived from the two approaches, i.e. questionnaire and workshop (consensus), showed that the criteria of policy and strategy, partnership and resources, staff and leadership are the strong points of the NLAI. Also, the criteria of processes, user/client results, staff results, society results, and performance key results are the areas which need improvement. These descriptive statistical findings, obtained though the questionnaire and workshop, show the strengths and areas for improvement in the NLAI. This research proves that using two approaches – the questionnaire and workshop - simultaneously suits Iranian organizations in general and libraries in particular.