Management and Development Process

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Strategic management is the art and science of formulating, executing and evaluating multifunctional decisions which enables the organization to accomplish its goals. This article tries to formulate the strategy of the X Internet Service Provider (ISP) through SWOT analysis as well as to devise the way of strategy execution and performance measurement by means of Balanced Scorecard (BSC). Later, having integrated both mentioned methods, their relationship with Malcom Balridge National Quality Award (MBNQA) for excellence and Quality Function Deployment (QFD) is investigated. Strategic group of the X Company were referred in order to formulate strategies, score the factors and other issues related to the statistical population. Interviews with the strategic group and brainstorming method were employed to gather the viewpoints of the group. The statistical population to fill out the questionnaires consisted of 211 persons including the managers and experts of the company. To make sure that enough questionnaires were collected, 150 questionnaires were handed out among the managers and experts of the company, yet finally 138 filled out questionnaires were gathered to be the basis of analysis. The results of the research showed that managing process, customer-centeredness and market-centeredness beside leadership should be taken into more consideration than other elements of Malcom Quality Award so as to efficiently perform the strategies in line with the excellence of the company.

Keywords: Strengths-Weakness-Opportunities-Threats Matrix (SWOT), Balanced Scorecard (BSC), Quality Function Deployment (QFD), Malcom Balridge National Quality Award (MBNQA)

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