Organizations Assessment Based on EFQM Excellence Model Using Neutrosophic Logic (Case Study: Iranian Banking Industry)

Abstract

Due to the fact that excellence models, especially EFQM, work based on RADAR logic, which makes them heavily rely on subjective judgments, the aim of this study is to present a more accurate and objective way of assessing organizations with EFQM using Neutrosophic logic approach to minimize estimation errors of assessment values. In this study, assessing organizations based on the EFQM excellence model is performed using Neutrosophic logic, which is a three-valued logic useful in studying uncertainty. First, an assessing tool is designed for evaluation with Neutrosophic logic. Its validity of structure and content was confirmed using EFQM model framework and experts' opinion of evaluation. Also, the reliability was supported in a similar manner using experts' views. Then, the selected organizations, including three state-owned, private, and semi-public banks, were assessed with the assessing tool, and finally, the results of assessing with RADAR logic and Neutrosophic logic were compared. Based on assessing experts of EFQM National Excellence Award and calculations, assessing studied organizations with Neutrosophic logic approach proved more accurate than assessing with RADAR logic