( ) .(Gorst 1999) .(Motwani et al. 1994) .(Saraph et al. 1989)

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1 ... ( : ) - drbahrami.38@gmail.com ( ) - ( / / / / ) (ISO) (TQM) :.(Gorst 999) (Motwani et al. 994).(Saraph et al. 989) 06

2 (Valmohammadi et al. 004) ISO.(Beaufort & Longest 004)......(Lamaee 00)....(Lagothetis 99). International Organization for Standardization (ISO) Total Quality Management (TQM) 07

3 .....(Beaufort & Longest 004).....(Keshtkaran et al. 009). ISO900:000 - ISO. ISO.(Shahmohammadi & Shahkarami 000).(Shafia 000) (Shahmohammadi & Shahkarami 000). :...(Kujala & Lillrank 00). TQM.(Kujala & Lillrank 00) Deming 08

4 .....(Delavar 995)....(Ahmadi & Karami 007) - -.(Bazargan & Cooperators 00)... Morgan...(Firouzian et al. 007) TQM ISO9000:000. ISO 9000:000 TQM ISO 9000:000..(Keshtkaran et al..009). 09

5 / KMO. /... /.(Ahmadi & Karami 007) /.. * - Table. The sample size for each organization Organization Company No. Company No. Company No.3 Total Size of population Proportion of population(%) 5 4/6 0/5 Sample size * Table. Results of Bartlett test Dimension Cost Operation Quality of services Internal processes Customer orientation Market orientation KMO Chi-square distribution 75 degree of Significant level

6 ... - Table 3. Estimated factor loadings after Varimax rotation Component Cost Operation Quality of services Internal processes Customer orientation Market orientation Table 4. Cronbach's Alpha dimensions Dimension Cronbach's Alpha Cost 0.97 Operation Quality of services 0.93 Internal processes Customer orientation Market orientation 0.93 The entire questionnaire

7 ... Dimension Total Cost Operation Quality of services Internal processes Customer orientation Market orientation Dimension Total Cost Operation Quality of services Internal processes Customer orientation Market orientation Dimension Total Cost Operation Quality of services Internal processes Customer orientation Market orientation ISO - Table 5. Results for studying effectiveness of ISO system in company No. Average T statistic Degree of ISO - Significance level Table 6. Results for studying effectiveness of ISO system in company No. Average T statistic Degree of ISO - Significance level Table 7. Results for studying effectiveness of ISO system in company No. 3 Average T statistic Degree of Significance level Result Result Result Reply H0 Reply H0 Reply H0 Reply H0 Independent-Samples T Test. - Table 8. Results for studying the significant differences between men and women Mean T statistic Degree of Significa Result difference nce level H0 confirmed - - : - H : µ = µ o - H µ µ :

8 ... - H µ µ µ µ µ : 3 4 ANOVA. 5 - H : µ = µ = µ = µ = µ o Table 9. Results for studying the significant differences between individuals with various working experience Total squares Degree of Mean square F Significant level Between groups Within groups Total Table 0. Results for studying the significant differences between people of various age groups Total squares Degree of Mean square F Significant level Between groups Within groups Total Table. Results for studying the significant differences between people with various educational degrees Total squares Degree of Mean Square F Significant level Between groups Within groups Total H : µ = µ = µ o 3 - H µ µ µ :

9 ... ( ) - - : ANOVA. - - : - H : µ = µ = µ o 3 - H µ µ µ : 3 ANOVA. - - (ISO) ISO ) - ( 4

10 (ISO)

11 (QFD ) - (ANP ) ) -.( Kano ( ) References Ahmadi, M. & Karami, M., 007, "Using principles and concepts of comprehensive quality management in the section of medical documents (Training hospitals of Iran University of Medical Sciences-005) research", Scientific Periodical of Health Management, 0 (9), (In Persian) Sarmad, Z., Bazargan, A. & Hejazi, E., 00, Research methods in behavioral sciences, Agah Pub., Tehran. (In Persian) Beaufort, B., & Longest, Jr., 004, Managing health programs and projects, st Ed., Jossey-Bass, RA. Delavar, A., 995, Theoretical and practical principles of research in humanities and social sciences, Roshd Pub., Tehran. (In Persian) Firouzian, M., Hassangholipour, T., Saremi, M. & Seyed Danesh, S. Y., 007, "Designing conceptual model for evaluation of necessities of proving comprehensive quality management in organizations and it relation to customers statisfaction", Management Knowledge, 0 (7), Gorst, J. K., 999, ''Customer satisfication at the sheffield world", Total Quality Management, 0 (4-5), Keshtkaran, A., Ahmadzadeh, F. & Panahian, H., 009, "Role of executing quality management system ISO9000: 000 series in improving function of medical documents department of Namazi Hospital of Shiraz during ", Journal of Kerman University of Medical Sciences, 4 (4), (In Persian) Kujala., J. & Lillrank, P., 00, ''Total quality management as a cultural phenomenon'', Dissertation for the Degree of Doctor of Technology, Helsinki University of Technology, Finland. 6

12 ... Lamaee, A., 00, Total quality management, principles, application and lessons from experiences, st Ed., Tebe Novin Pub., Tehran. (In Persian) Logothetis, N., 99, Managing for total quality, from Deming to Taguchi and SPC, Prentice Hall., Englewood Cliffs, NJ. Motwani, J.G., Mahmodood, E. & Rice, G., 994, "Qulaity practices of Indian organization: An empirical analysis", International Journal of Quality and Reliability Management, (), Saraph, J.V., Benson, P.G. & Schroeder, R.G., 989, "An instrumental for measuring thr critical factors of quality management", Decision Science, 0 (), Shafia, M., 000, ISO 9000 and beyond: From compliance to performance improvement, st Ed., Daneshkar, Tehran. (In Persian) Shahmohamadi, F., & Shahkarami, A., 000, ISO 9000 quality management information system guideline for enterprises developing countries, 3 rd Ed., Industrial Management Institute, Tehran. (In Persian) Valmohammadi, Ch., Najmi, M. & Nouronesa, R., 004. Comparative comparison of ISO9000 : 000 with TQM approaches and developing a suitable for the Iranian industries", Madarres Human Sciences, 8 (36), -. (In Persian) 7