Abstract Up to now lots of researches have been done about Total Quality Management in Iranian organizations but most of them have not been relyed on the perviouse researches. Disregarding the perviouse results of researches causes that the study of barriers and challenges of Iranian organization have been faced with some difficulties. The purpose of the present study is investigating the level of implementation of total quality management practices in Iranian governmental organizations with Meta analysis method so the results of 19 papers within 1381 to 1388 have been analysed. The results of the Meta analysis show the descending trend of top management and leadership, human resource management, strategic planning, structure and organizational culture and process management in Iranian governmental organizations while the trend of customer principel is increasing through these years. The results of this research show that Iranian governmental organizations should pay more attention to implement the total quality management practices in order to provide appropriate context for new managerial approaches.

Abstract The purpose of this paper is to propose an integrated model of clustering, AHP and Kano approaches. Based on customer segmentation and value achievement of each segment, the new model is expected to recommend appropriate service for each segment. Statistical population of this research includes customers of Saman Bank of Qom. After random sampling, 144 questionnaires have been used for data analysis. After data collection, the clustering approah has been used and clusters have been prioritized by the AHP approach and finally, the needs of each cluster have been determined using with the Kano methodology and appropriate service has been recommended for each cluster. The number of clusters has been addressed as four and the clusters have been prioritzed as the second, the third, the first and the fourth cluster. In the first cluster, customers' needs are distinguished as more, one-dimensional, attractive and indifferent; in the second and third clusters as more must-be; and in the fourth cluster as more one-dimensional. The results imply that the integratoin of the three approaches forms an empowered technique by which, an organization can achieve competitive advantage through market segmentation, valueable customer recognition/satisfaction