fa مدلسازی انتظارات و اولویتهای منابع انسانی شرکت ملی نفت ایران به روش چهار ماتریسی (QFD ) مديريت Management پژوهشي Research <span style="color:black;"><span style="font-family:b nazanin;"><span style="font-size:13.0pt;">&nbsp; هدف اصلی این پژوهش ارائه مدلی برای انتظارات و اولویت &shy;های منابع انسانی شرکت ملی نفت ایران به روش گسترش عملکرد کیفیت (</span></span></span><span dir="LTR"><span style="color:black;"><span style="font-family:times new roman,serif;"><span style="font-size:13.0pt;">QFD</span></span></span></span><span style="color:black;"><span style="font-family:b nazanin;"><span style="font-size:13.0pt;">) در جهت مهندسی کیفیت نظام رفاهی و روش پژوهش به صورت ترکیبی (کیفی و کمی) بود. در ابتدا به روش دلفی و مصاحبه با خبرگان (15نفر) شاخص‌های رفاهی استخراج و در ادامه این شاخص‌ها با نیازهای نیروی انسانی (208 نفر) به صورت پرسشنامه، مورد تطابق قرار گرفت. در تحقیق حاضر، نمونه آماری در بخش کیفی، خبرگان&nbsp; بخش رفاهی شرکت نفت بودند که در انتخاب آنان، مسائلی چون زمان، در دسترس بودن مصاحبه‌شوندگان و میزان همکاری آن‌ها مورد توجه بود که بر طبق استانداردهای پژوهش &shy;های کیفی حد کفایت و اشباع آن‌ها 15نفر به دست آمد. پس از تهیه پرسشنامه نهایی از شاخص&shy; های خبرگان در بخش کمّی تعداد پرسشنامه &shy;ها از طریق فرمول کوکران به دست آمد. تایید پایایی با استفاده از آلفای کرونباخ با مقدار بیش از 0.7 و آزمون روایی از طریق بررسی بارهای عاملی و نمرات </span></span></span><span dir="LTR"><span style="color:black;"><span style="font-family:times new roman,serif;"><span style="font-size:13.0pt;">AVE</span></span></span></span><span style="color:black;"><span style="font-family:b nazanin;"><span style="font-size:13.0pt;"> انجام شد. برای اطمینان در ماتریس خانه کیفیت (</span></span></span><span dir="LTR"><span style="color:black;"><span style="font-family:times new roman,serif;"><span style="font-size:13.0pt;">HOQ</span></span></span></span><span style="color:black;"><span style="font-family:b nazanin;"><span style="font-size:13.0pt;">)، نیازهای فنی ایجاد شد و برای ساختن ماتریس خانه کیفیت برنامه &shy;های کیفیت خدمات رفاهی مورد پردازش قرار گرفت. در مدل نهایی مشخص گردید که قابلیت استفاده از خدمات اینترنتی (جی پی اس، صفحات مجازی، محتوای آنلاین، اطلاع‌رسانی آنلاین و... ) یکی از انتظارات کلیدی منابع انسانی</span></span></span> <span style="color:black;"><span style="font-family:b nazanin;"><span style="font-size:13.0pt;">است که بر دیگر انتظارات اثرگذار است. همچنین مولفه‌های 18گانه با توجه به نوع رابطه در دسته‌بندی مربوطه خود دارای تاثیر مثبت یا منفی (قوی و متوسط) بر انتظارات منابع انسانی</span></span></span> <span style="color:black;"><span style="font-family:b nazanin;"><span style="font-size:13.0pt;">هستند.</span></span></span><span dir="LTR"><span style="color:black;"><span style="font-family:times new roman,serif;"><span style="font-size:13.0pt;"></span></span></span></span> &nbsp;The main purpose of this study was to provide a model for the expectations and priorities of human resources in National Iranian Oil Company by QFD for quality engineering of welfare system. The research method was qualitative and quantitative. At first, welfare indices were extracted from Delphi method and interviews with experts (n = 15) and then these indices were matched with the needs of human resources (n = 208) as a questionnaire. In the present study, the statistical sample in the qualitative section were the experts of the Oil Company&#39;s welfare department whose issues, such as time, availability of the interviewees, and the extent of their cooperation were considered. 15 people. After preparing the final questionnaire of expert indices in the quantitative part the number of questionnaires was obtained by Cochran formula. Reliability was confirmed using Cronbach&#39;s alpha of greater than 0.7 and validity test was performed by examining factor loadings and AVE scores. To ensure the quality of the home matrix (HOQ), technical requirements were created and the welfare service quality plans were processed to build the quality home matrix. In the final model it was found that the usability of internet services (GPS, virtual pages, online content, online information, etc.) is one of the key human resource expectations that influences other expectations. Also, the 18 components, depending on the type of relationship in their respective categories, have a positive or negative (strong and medium) impact on human resource expectations., have a positive or negative (strong and medium) impact on human resource expectations.&nbsp;The main purpose of this study was to provide a model for the expectations and priorities of human resources in National Iranian Oil Company by QFD for quality engineering of welfare system. The research method was qualitative and quantitative. At first, welfare indices were extracted from Delphi method and interviews with experts (n = 15) and then these indices were matched with the needs of human resources (n = 208) as a questionnaire. In the present study, the statistical sample in the qualitative section were the experts of the Oil Company&#39;s welfare department whose issues, such as time, availability of the interviewees, and the extent of their cooperation were considered. 15 people. After preparing the final questionnaire of expert indices in the quantitative part the number of questionnaires was obtained by Cochran formula. Reliability was confirmed using Cronbach&#39;s alpha of greater than 0.7 and validity test was performed by examining factor loadings and AVE scores. To ensure the quality of the home matrix (HOQ), technical requirements were created and the welfare service quality plans were processed to build the quality home matrix. In the final model it was found that the usability of internet services (GPS, virtual pages, online content, online information, etc.) is one of the key human resource expectations that influences other expectations. Also, the 18 components, depending on the type of relationship in their respective categories, have a positive or negative (strong and medium) impact on human resource expectations., have a positive or negative (strong and medium) impact on human resource expectations.<span dir="RTL"></span> انتظارات و اولویت, منابع انسانی, شرکت ملی نفت ایران, گسترش عملکرد کیفیت. Expectations and Priorities, Human Resources, NIOC, Quality Performance Improvement, QFD 241 262 http://iieshrm.ir/browse.php?a_code=A-10-635-2&slc_lang=fa&sid=1 Hossein Kalantar حسین کلانتر kalantar_hossein@yahoo.com 100319475328460010178 100319475328460010178 No گروه مدیریت دولتی، واحد تهران مرکز، دانشگاه آزاد اسلامی، تهران، ایران kalantar_hossein@yahoo.com Zainul Abedin Amini زین العابدین امینی Drsajadamini@yahoo.com 100319475328460010179 100319475328460010179 Yes گروه مدیریت دولتی، واحد ساوه، دانشگاه آزاد اسلامی، ساوه، ایران Ehsan Sadeh احسان ساده E.sadeh@yahoo.com 100319475328460010180 100319475328460010180 No گروه مدیریت دولتی، واحد ساوه، دانشگاه آزاد اسلامی، ساوه، ایرانE.sadeh@yahoo.com