A Novel Excellence Model of the ICT Industry: Case Study on Telecommunications Backbone Network of Iran

Abstract

Todays, Information and Communications Technology (ICT), as one of the most effective factors of the advancement in all the aspects such as governance, security and risk, economics and technology, which is among the industries rapidly growing and developing. This paper examines the specific criteria and standards of ICT area for improving the quality of the services of the Telecommunications Backbone Network of Iran (TBNI). The research was done through the two methods of data collection, library and the field study. European Foundation for Quality Management Excellence Model (EFQM) was selected as the base model and with full attention to the specific requirements of ICT industry and due to adapt this model from the viewpoints of the security and risk, governance and economic, a novel integrated excellence model of TBNI was developed and customized. To achieve the highest level of reliability and internal coherence of each criterion, based on expert opinion polls, sub-criteria was categorized and analyzed in several stages using the factor analysis approach. The causal relationships and the influence of the criteria of this model on each other were investigated and the weights of each criterion and sub-criteria, using the structural analysis and shannon entropy methods, were determined. The self-evaluation of TBNI was systematically carried out and major opportunities for the improvement had been identified. Results showed that the establishment of this model had led to an improvement in a quality of services provided by this network and the products of all organizations that use any services of TBNI.