شناسايي و اولويت بندي شاخص هاي ارزيابي عملكرد مناطق شهرداري تهران با استفاده از روش دلفي فازي

Identifying and Prioritizing Performance Assessment Indicators of Districts of Tehran Municipality Using Fuzzy Delphi Method

ﻓﻘﺪان ﺳﯿﺴﺘﻢ ارزﯾﺎﺑﯽ ﻋﻤﻠﮑﺮد در ﺳﺎزﻣﺎن ﻫﺎ، ﯾﮑﯽ از ﻋﻠﻞ اﺻﻠﯽ ﻋﺪم ﺗﺤﻘﻖ ﺑﺮﻧﺎﻣﻪ ﻫﺎ و ﻣﺄﻣﻮرﯾﺖ ﻫﺎي آن ﻫﺎ ﺑﻪ ﺷﻤﺎر ﻣﯽ آﯾﺪ.آﺳﯿﺐ ﺷﻨﺎﺳﯽ روﯾﻪ ﻫﺎي ارزﯾﺎﺑﯽ ﮔﺬﺷﺘﻪ ﺷﻬﺮداري ﺗﻬﺮان ﻧﺸﺎن ﻣﯽ دﻫﺪ ﺗﻌﺪاد ﺑﺎﻻي ﺷﺎﺧﺺ ﻫﺎ، ﮐﯿﻔﯽ ﺑﻮدن ﻧﺤﻮه ﺳﻨﺠﺶ آن ﻫﺎ و ﺑﺮﺧﻮرداري از روﯾﮑﺮد ﺳﻨﺘﯽ ﺑﺎﻋﺚ ﻋﺪم ﺗﺤﻘﻖ ﻫﺪف اﺻﻠﯽ ارزﯾﺎﺑﯽ ﺑﻮده اﺳﺖ.ﻫﺪف از اﯾﻦ ﭘﮋوﻫﺶ، ﺑﯿﺎن روش ﺗﺪوﯾﻦ و اوﻟﻮﯾﺖ ﺑﻨﺪي ﺷﺎﺧﺺ ﻫﺎي ﻋﻤﻠﮑﺮد ﻣﻨﺎﻃﻖ ﺑﯿﺴﺖ ودوﮔﺎﻧﻪ ﺷﻬﺮداري ﺗﻬﺮان ﺑﺎ اﺳﺘﻔﺎده از روش دﻟﻔﯽ ﻓﺎزي اﺳﺖ ﺗﺎ زﻣﯿﻨﮥ ﻻزم ﺑﺮاي ارزﯾﺎﺑﯽ ﮐﺎرآﻣﺪ ﺑﺮ اﺳﺎس ﺷﺎﺧﺺ ﻫﺎي اوﻟﻮﯾﺖ ﺑﻨﺪي ﺷﺪه ﻓـﺮاﻫﻢ ﺷـﻮد . اﯾـﻦ ﭘـﮋوﻫﺶ از ﻧـﻮع ﮐﺎرﺑﺮدي و ﺟﻤﻊ آوري داده ﻫﺎ ﺑﻪ ﺻﻮرت ﺗﻠﻔﯿﻘﯽ اﺳﺖ ﮐﻪ ﺑﺎ اﺳﺘﻔﺎده از ﻧﻈﺮﺳﻨﺠﯽ ﺧﺒﺮﮔﺎن ﺑﺮ ﻣﺒﻨﺎي روش دﻟﻔﯽ ﻓﺎزي اﻧﺠﺎم ﺷﺪه اﺳﺖ.ﻣﻘﺎﻟﻪ ﺿﻤﻦ ﺟﻤﻊ آوري ﺷﺎﺧﺺ ﻫﺎي ﻣﻬﻢ و اﺛﺮﮔﺬار ﺑﻪ ﻣﻨﻈﻮر ارزﯾﺎﺑﯽ ﻋﻤﻠﮑﺮد ﺷﻬﺮداري ﺑﺎ اﺳﺘﻔﺎده از ﻧﻈﺮات ﻧﺨﺒﮕﺎن و ﮐﺎرﺷﻨﺎﺳﺎن، اوﻟﻮﯾﺖ ﺑﻨﺪي آﻧﻬﺎ را ﺑﺮاي ﻫﺮ ﯾﮏ از ﻣﻨﺎﻃﻖ ﺷﻬﺮداري ﺗﻬﺮان اراﺋﻪ ﻣﯽ دﻫﺪ.ﻧﺘﺎﯾﺞ ﻧﺸﺎن داد ﻣﯿﺰان ﺗﺤﻘﻖ درآﻣﺪ ﻧﻘﺪ، ﻣﯿﺎﻧﮕﯿﻦ زﻣﺎن ﺻﺪور ﭘﺮواﻧﻪ ﺳﺎﺧﺘﻤﺎﻧﯽ، ﻣﯿﺰان رﺿﺎﯾﺖ ﺷﻐﻠﯽ ﮐﺎرﮐﻨـﺎن، ﺑﻬﺒـﻮد ﻋﻤﻠﮑـﺮد ﺳـﺎﻣﺎﻧﻪ اﺗﻮﺑﻮﺳـﺮاﻧﯽ، وﺿـﻌﯿﺖ ﺣﻤﻞ وﻧﻘﻞ و ﺟﻤﻊ آوري ﭘﺴﻤﺎﻧﺪ و ﺧﺪﻣﺎت ﻧﻈﺎﻓﺘﯽ ﻣﮑﺎﻧﯿﺰه، وﺿﻌﯿﺖ اﺟﺮاي ﺑﺮﻧﺎﻣﻪ ﻫﺎي ﻓﺮﻫﻨﮕـﯽ و ﻣﻠﯽ و ﻣﺬﻫﺒﯽ، ﮐﯿﻔﯿﺖ رﺳﯿﺪﮔﯽ ﺑﻪ درﺧﻮاﺳﺖ ﻫﺎي ﺷﻬﺮوﻧﺪان ﺑﻪ ﺗﺮﺗﯿﺐ ﺣﺎﺋﺰ ﺑﺎﻻﺗﺮﯾﻦ اوﻟﻮﯾـﺖ در ﻣﯿﺎن ﺣﻮزه ﻫﺎي 7 ﮔﺎﻧﻪ ﺷﺎﺧﺺ ﻫﺎي ارزﯾﺎﺑﯽ ﻋﻤﻠﮑﺮد ﻣﻨﺎﻃﻖ ﺷﻬﺮداري ﺗﻬﺮان ﺷﺪﻧﺪ.

Lack of performance assessment system in organizations is one of the main reasons for failure of their goals and missions. The pathology of the past assessment procedures in Tehran municipality shows that high number of indicators, being qualitative and having traditional approach have led to the failure to achieve the main purpose of assessment. The purpose of this study was to describe and prioritize the performance indicators of twenty-two districts of Tehran Municipality using fuzzy Delphi method to provide the necessary basis for realization of programs based on prioritized indicators. This was an applied research and data collection was carried out in a mixed method studies which has been performed with surveying of experts based on Dehphi fuzzy method. This paper summarized the significant and important indicators for evaluating the performance of Tehran Municipality using the opinions of elites and experts and prioritizes each indicator for sub-units of Tehran Municipality. The results showed cash realization rate, average time to issue a building license, staff satisfaction, improved bus performance, transportation and waste collection and mechanized cleaning services, cultural, national and religious performance status, quality of care at the request of the citizens had the highest priority in the seven areas, respectively.