نوع مقاله : مقاله پژوهشی
1 استادیار گروه مدیریت دانشگاه آزاد اسلامی، واحد تهران شمال (نویسندۀ مسئول) email@example.com
2 دانشجوی دکتری مدیریت، دانشگاه تهران
عنوان مقاله [English]
Definition: Today, one of the key factors for the success of organizations to achieve
excellence is attracting the opinion and satisfaction of stakeholders, especially
customers. However, it seems that the occurrence of errors and mistakes in providing
customer service provided by the human resources of the organization is one of the
exceptions. But in the real world, mistakes happen. As a result of addressing the issue
of human resource performance reliability (error-free performances) in the Social
Purpose: This study aims to design a model for measuring and evaluating the reliability
of human resource performance in social security organizations.
Method: In this research, HEART method, which is one of the most accurate methods
in measuring and evaluating reliability, has been used.
Findings: For this purpose, with the use of the research literature, a questionnaire was
completed by experts and human resources in order to collect information, analyze
the human resources jobs and identify the errors of each of the human resources jobs.
Findings: Based on the information obtained and using the HEART method, after
calculation and analysis, it can be concluded that the factors including “how to
communicate with employers”, “doing more than an individual’s capacity”, ae well
as “interaction and communication between managers and managers” are the most
important causes of errors due to lack of concentration during the implementation of
use Result r service, which have been affected by more than 70%.
Result: After the final evaluations, the reliability of these errors was 0.988, which
means that, on average, out of every 1000 user activities, 98 errors were recorded.