![Page 1: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/1.jpg)
TQA 3
การจัดการองคกรสูความเปนเลิศ(TQA : Organizational Excellence Model)
ศุภชัย เมืองรักษสถาบันเพิ่มผลผลิตแหงชาติ
12Org. Process Excellence
Module : Work System Management
![Page 2: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/2.jpg)
TQA 3
Did You Know ?
“ If you can’t describe what you are doing as a process, you don’t know what you are doing. ”
-W. Edwards Deming
สถาบันเพิ่มผลผลิตแหงชาติ
![Page 3: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/3.jpg)
TQA 3
พัฒนาคน พัฒนาไทย
สูการแขงขันสากล
พัฒนาคน พัฒนาไทย
สูการแขงขันสากล
Competitiveness
สถาบันเพิ่มผลผลิตแหงชาติ
![Page 4: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/4.jpg)
TQA 3
• เปนหนวยงานอิสระ ภายใตการกํากับดูแลของกระทรวงอุตสาหกรรม• จัดตั้งโดยความรวมมือของภาครัฐและเอกชน• จัดตั้งขึ้นเมื่อวันที่ 18 มกราคม 2537
วัตถุประสงคเพื่อพัฒนาการเพิ่มผลิตภาพของภาครัฐและ
ภาคเอกชนใหมีระดับสูงขึ้นรองรับการเปลี่ยนแปลงในอนาคต
เพื่อการแขงขันในตลาดโลก เปนศูนยกลางประสานและรณรงคสงเสริมการ
เพิ่มผลผลิตของประเทศ
สถาบันเพิ่มผลผลิตแหงชาติ
![Page 5: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/5.jpg)
TQA 3
Six Sigma
Design of Experiment (DOE)
Statistical Quality Control (SQC)
Thailand Quality Award (TQM & MBNQA/TQA/PMQA/SEPA/LQM)
Strategic PlanningKPI & Balanced Scorecard
Benchmarking
Supply Chain ManagementBusiness Process Improvement (BPI)Cross-functional Management
TPM
PM/SM
OEE
JIT
IE
7 Waste
Activity-based Management (ABM)
Activity-based Costing (ABC)
Cost of Quality (COQ)
Problem Solving
Waste Assessment
5S / Suggestion Scheme / Visual Control
ISO 9000 / ISO 16949 / HACCP / GMP / ISO 14000 / SA 8000ระดับปฏิบัติการ
ระดับจัดการ
ระดับบริหาร
Productivity Improvement Tools & Standards
![Page 6: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/6.jpg)
TQA 3
TQMTotal Quality Management
MBNQAMalcolm Baldrige National Quality Award
TQAThailand Quality Award
PMQAPublic Sector Management Quality Award
SEPAState Enterprise Performance Appraisal
LQMLocal Quality Management
HAHospital Accredit
HPHHealth Promotion Hospital
PCAPrimary Care Award
สกอ.Education Performance Excellence (EdPEx)
สพฐ.การบริหารจัดการระบบคุณภาพ รร.มาตรฐานสากล
TQMTotal Quality Management
MBNQAMalcolm Baldrige National Quality Award
TQAThailand Quality Award
PMQAPublic Sector Management Quality Award
SEPAState Enterprise Performance Appraisal
LQMLocal Quality Management
HAHospital Accredit
HPHHealth Promotion Hospital
PCAPrimary Care Award
สกอ.Education Performance Excellence (EdPEx)
สพฐ.การบริหารจัดการระบบคุณภาพ รร.มาตรฐานสากล
Productivity Improvement Business Excellence Framework
![Page 7: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/7.jpg)
TQA 3Organizational Excellence Model
ครั้งที่ วันที่ หัวขอ
1 14 ก�.55 M12-Work System Management Concept / Process Selection / BU Report-Template
2 19 ���.55 M13-Work Process / Sub Process
3 2 ��.55 M14-Process Step : Service Blueprint (As is)
4 16 กค.55 M15-Process SIPOC Model (1-2)
5 21 �.55 M16-Process Key Factor(A)
6 3 กย.55 M17-Process SIPOC Model (3: kpi)
7 8 ตค.55 M18-HOQ/QFD ,Gap Analysis / Goal Setting / C&E analysis
8 9 ตค.55 M19-Process KF(B),SWOT Analysis / TOWS Matrix
9 12 พย.55 M20-Strategy Map / BSC /Improvement Tools / BP-TQA – PCF
10 13 พย.55 M21-Initiative /New Service Blueprint (To be)
11 3 �.55 M22-Process Assessment & Control
12 4 �.55 M23-Process Management Guideline : PMG
![Page 8: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/8.jpg)
TQA 3
ProductivityConcept
0
![Page 9: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/9.jpg)
TQA 3
ผลิตภาพ หมายถึง การมีจิตสํานึกที่จะปรับปรุงและสรางสรรคสิ่งตาง ๆ ใหดีขึ้นกวาเดิมอยูเสมอ โดยมีความเชื่อวา วันนี้ตองดีกวาเมื่อวาน และพรุงนี้ตองดีกวาวันนี้
ความหมายทางสังคมศาสตรความหมายทางสังคมศาสตร
ผลิตภาพ หมายถึง การผลิตสินคาหรือใหบริการที่มีผูตองการ ดวยการใชทรัพยากรตาง ๆ ใหคุมคากวาเดิม ซึ่งจะเกิดขึ้นได ถาทรัพยากรบุคคลของประเทศมีจิตสํานึกดานการเพิ่มผลผลิต
ความหมายทางเศรษฐศาสตรความหมายทางเศรษฐศาสตร
ผลิตภาพ
![Page 10: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/10.jpg)
TQA 3
Productivity = Output Input
ผลิตภาพ = ผลผลิต ปจจัยการผลิต
ผลิตภาพ
![Page 11: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/11.jpg)
TQA 3
แนวทางของ Productivity Improvement
2. OutputInput
1. OutputInput
5. OutputInput
4. OutputInput
3. OutputInput
ผลิตภาพ
![Page 12: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/12.jpg)
TQA 3
Do the right thing right way the first time & every times.
1. Do the right thing
2. Do it the right way
3. Do that way right the first time
4. Do that way right the first time & every times
ผลิตภาพ
![Page 13: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/13.jpg)
TQA 3ผลิตภาพ กับ เศรษฐกิจพอเพียง
พอประมาณ
มีเหตุผล มีภูมิคุมกัน
มีความรู มีคุณธรรม
EfficiencyInput (p)Input (a)
EfficiencyInput (p)Input (a)
EffectivenessOutput (actual)Output (plan)
EffectivenessOutput (actual)Output (plan)
ProductivityOutput (p)(a)Input (p)(a)
ProductivityOutput (p)(a)Input (p)(a)
TQA,PMQA,SEPAHA,HPH,PCA
TQA,PMQA,SEPAHA,HPH,PCA
![Page 14: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/14.jpg)
TQA 3ผลิตภาพ กับ เศรษฐกิจพอเพียง
EfficiencyInput (p)Input (a)
EfficiencyInput (p)Input (a)
EffectivenessOutput (actual)Output (plan)
EffectivenessOutput (actual)Output (plan)
ProductivityOutput (p)(a)Input (p)(a)
ProductivityOutput (p)(a)Input (p)(a)
1
2
3
![Page 15: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/15.jpg)
TQA 3
1
Value Chain
![Page 16: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/16.jpg)
TQA 3Organizational Management
Work System Management :
Work Process Management :
![Page 17: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/17.jpg)
TQA 3
Process
Various inputs
blended together
to achieve a
specified output
Inputs Outputs
Material
People
Equipment
Methods/Procedures
Environment
Service
Product
Task completed
Value Chain : IPO (Input-Process-Output)
OutputProcess
Input
![Page 18: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/18.jpg)
TQA 3Value Chain : Michael E. Porter
Supplier CustomerOutputProcess
Input
Sub process
3. Work Process
2. Work System
1. Value Chain
![Page 19: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/19.jpg)
TQA 3
Suppliers
Inputs
Process
Customers
Outputs
Outcomeสินคาหรือบริการคืออะไร
ผูรับสินคาหรือบริการคือใคร
ความตองการคืออะไรกระบวนการที่เหมาะสมคืออยางไร
ปจจัยนําเขาของกระบวนการคืออะไร
ผูสงมอบปจจัยคือใครองคกรของเรา
Value Chain : SIPOC Model
Supplier CustomerOutputProcess
Input
Partners
คูความรวมมือคือใคร
Customer ofCustomer
![Page 20: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/20.jpg)
TQA 3
Are We Doing The Right Things?
(What?)Are We Doing The Right Things?
(What?)Are We Doing Things Right?
(How?)Are We Doing Things Right?
(How?)
OutputInput Process Customer
Performance MeasurementPerformance Measurement
Leading indicatorCheck pointProcess indicatorEfficiencyMeansวิธีการ
Lagging indicatorControl pointResult indicatorEffectivenessEndเปาหมาย
Value Chain : SIPOC Model
KPI
Stakeholder
Need &OutcomeNeed &Outcome
SpecificationSpecification Sub process & requirementSub process & requirement
Need &OutcomeNeed &Outcome
SpecificationSpecification
![Page 21: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/21.jpg)
TQA 3
2
Quality Management
![Page 22: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/22.jpg)
TQA 3
A. Process
Design / Redesign
MBNQA : Process Management
C.Process
Improvement (Monitor/Invent)
B.Process
Implement
![Page 23: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/23.jpg)
TQA 3Process Classification
Value Chain
1. Overall Work System1. Overall Work System
2. Work Process2. Work Process
3. Process Step3. Process Step
Work systemWork system
Sub ProcessSub Process
Activity / ProcedureActivity / Procedure
![Page 24: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/24.jpg)
TQA 3
3
Business Model
![Page 25: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/25.jpg)
TQA 3
Key Stakeholder • Customer • Partner• Supplier• Competitor• Other Stakeholder
Customer Value Proposition
• Offering perception• Satisfaction• Impact
Output & Specification• Output offering• Job to be done• Efficiency & Effectiveness• Productivity
Key Processes• Process & Step (Sub process)• Metric (KPI)• Requirement
Key Resources• People, Man• Technology, machine• Information, need, condition, law• Partnerships• Method• Material, Money, other resource• Direction, Strategic, Work system
Input
Output
Process
Customer(Outcome)
Stakeholder
1. Business Model SIPOC
![Page 26: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/26.jpg)
TQA 32. Business Model Generation
![Page 27: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/27.jpg)
TQA 3
4
Strategic Management
![Page 28: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/28.jpg)
TQA 3
1 การวิเคราะหสภาพแวดลอม
2 การจัดวางทิศทางขององคกร
3 การกําหนดแผนกลยุทธ
4 การปฏิบัติงานตามกลยุทธ
5 การควบคุมเชิงกลยุทธ
Strategic Management Process Strategic Management Process
![Page 29: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/29.jpg)
TQA 3
ปจจัยภายนอก� เศรษฐกิจ
• สังคม• การเมือง• ธรรมชาติ
• ผูมีสวนไดสวนเสีย
ปจจัยภายนอก� เศรษฐกิจ
• สังคม• การเมือง• ธรรมชาติ
• ผูมีสวนไดสวนเสีย
ปจจัยภายในปจจัยภายใน
การเปลี่ยนแปลง
Quality & Strategic Management
เปาหมายวิสัยทัศนพันธกิจ
เปาหมายวิสัยทัศนพันธกิจ
InboundLogisticsInboundLogistics
Operations(Manufacturing)Operations(Manufacturing)
OutboundLogisticsOutboundLogistics
Marketingand SalesMarketingand Sales
After SaleServiceAfter SaleService
ProcurementProcurement
Technology DevelopmentTechnology Development
Human Resource ManagementHuman Resource Management
Firm Infrastructure ( Fin. Plan..)Firm Infrastructure ( Fin. Plan..)
MARGIN
![Page 30: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/30.jpg)
TQA 3
PEST Model
Stakeholder Model
Stakeholder
External Factor Model
![Page 31: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/31.jpg)
TQA 3
KPIs
KPIs
KPIs
KPIs
Internal environment
Strategic Goals
External environment
Project
Activity
Program
Shared(Core) Values
CoreCompetency
KPIs
KPIs
KPIs
KPIs
Mission
Vision
ยุทธศาสตร 4 มิติ
ยุทธวิธี
Organization Objective
3 41 2
PurposePastPerformance
KPIs
วางแผน
ปฏิบัติ
Strategic Management
![Page 32: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/32.jpg)
TQA 3
VISION
CUSTOMER EXPECTATIONS
MISSION
ORGANIZATION CULTURE /
CORE VALUES
Strategy
Strategic Management
PROCESS
![Page 33: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/33.jpg)
TQA 3
5
TQM Concept
![Page 34: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/34.jpg)
TQA 3What is “quality”
Inspection
QC
QC
QAQuality assurance
QA
TQMTotal Quality Management
TQM
![Page 35: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/35.jpg)
TQA 3
Vis
ion
Alignment
Mission
Vis
ion
Mission
Business Excellence : MBNQA
![Page 36: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/36.jpg)
TQA 3Business Excellence Framework : MBNQA
1Leadership
2StrategicPlanning
5Human ResourceFocus
7BusinessResults
6ProcessManagement
3Customer andMarket Focus
4Measurement, Analysis, and Knowledge Management
POrganizational Profile:Environment, Relationships, and Challenges
![Page 37: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/37.jpg)
TQA 3
Management System Design
Management System Design
Key Organization Factors(P1-P2)Key Organization Factors(P1-P2)
Design Principles(11 Core values)Design Principles(11 Core values)
Organization System(Criteria 1-7)Organization System(Criteria 1-7)
Path to Performance Excellence(6 Maturity level-scoring& Self assessment )
Path to Performance Excellence(6 Maturity level-scoring& Self assessment )
MBNQA : Management System Design
1
2
3
4
![Page 38: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/38.jpg)
TQA 3
Core Values
1 1.Design Principles(11 Core values)
1.Design Principles(11 Core values)
![Page 39: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/39.jpg)
TQA 3
• Directive Leadership • Product/Service-Driven • Meet Standards or
“status quo”• Suppliers and Unions as Adversaries• Respond in Time Allotted• Focus on Next Quarter’s Results• Employees Follow Procedures• Management by Intuition • Compliance with
Regulation • Focus on $ “bottom-line” Exclusively • Functional Perspective
Good Organization Great Organization
1. Visionary Leadership2. Customer-Focused Excellence3. Organizational & Personal Learning4. Valuing Staff & Partners5. Agility6. Focus on the Future7. Managing for Innovation8. Management by Fact9. Social Responsibility and Community
Health10. Focus on Results & Creating Value11. Systems Perspective
Design Principles : 11 Core values
![Page 40: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/40.jpg)
TQA 3
การนําองคการอยางมีวิสัยทัศน
ความเปนเลิศที่มุงเนนที่ลูกคา
การมุงเนนอนาคต
การจัดการโดยใชขอมูลจริง
มุมมองเชิงระบบ
ความรับผิดชอบตอสังคม
การมุงเนนที่ผลลัพธ
และการสรางคุณคา
การจัดการเพื่อนวัตกรรม
ความคลองตัว
การใหความสําคัญกับ
พนักงานและคูคา
การเรียนรูขององคการ
และแตละบุคคล
1
4
3
2
5
8
7
6 9
11
10
Design Principles : 11 Core values
![Page 41: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/41.jpg)
TQA 3
Business Model :Key Factors
2 2.Key Organization Factors(P1-P2)
2.Key Organization Factors(P1-P2)
![Page 42: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/42.jpg)
TQA 3
• Main products and services• Purpose, Vision, Mission, Core
Values , Core competency• Workforce Profiles, Segments• Major facilities, technologies,
regulations• Organizational structure• Governance system• Key Customer & Stakeholder
• Competitive environment• Principle factors , Key
changes• Strategic challenges &
advantages• Organizational
sustainability• Performance improvement
system• Learning & Innovation
processes
P1
OrganizationalDescription
P2
OrganizationalChallenges
Key Organization Factors
![Page 43: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/43.jpg)
TQA 3
Criteria 1-7
3 3. Organization System(Criteria 1-7)
3. Organization System(Criteria 1-7)
![Page 44: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/44.jpg)
TQA 3
• Vision & Values• Legal & Ethical Behavior• Sustainability• Communication • Focus on Action• Performance Improvement• Value for Customers &
Stakeholders
• Accountability• Transparency• Independent Audits• Protection of Stakeholder
Interest• Legal & Ethical Behavior• Support of Key
Communities
1.1
Senior Leadership
1.2
Governance & Social Responsibilities
Criteria : Category 1
![Page 45: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/45.jpg)
TQA 3
• Strategy Development Process
• Planning Time Horizons
• Key Planning Factors
• Sustainability
• Ability to Execute Plan
• Strategic Objectives
• Action Plan Development & Deployment
• Resource Allocation
• Modification of plans
• Key HR Plans
• Performance Measures/Indicators
• Performance Projection
2.1
Strategy Development
2.2
Strategy Deployment
Criteria : Category 2
![Page 46: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/46.jpg)
TQA 3
• Customer Identification & Segmentation
• Voice of the Customer• Listening & Learning Methods• Marketplace Changes• Keeping Methods Current
• Customer Relationship Building• Key Access Mechanisms • Complaint Management Process• Customer Satisfaction Determination• Customer Follow Up Methods• Competitive Performance• Keeping Approaches Current
3.1
Customer & Market Knowledge
3.2
Customer Relationships & Satisfaction
Criteria : Category 3
![Page 47: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/47.jpg)
TQA 3
• Selection and Integration of Measures/Indicators
• Comparative Data & Information• Keeping Current with Changing
Needs• Organizational Performance
Review• Translation of Findings for
Improvement & Innovation
• Data & Information Quality & Availability
• Reliability of Hardware & Software• Organizational Knowledge
Management• Data Accuracy, Integrity, Timeliness
& Security
4.1
Measurement, Analysis & Review of Organizational Performance
4.2
Information, IT & Knowledge Management
Criteria : Category 4
![Page 48: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/48.jpg)
TQA 3
• Workforce Enrichment • Communication & Skill Sharing• Empowerment & Innovation• Diversity• Workforce Performance
Management• Career Progression• Development & Learning System
• Workplace Capability & Capacity• Recruitment, Hiring & Retention• Workforce Organization• Health, Safety & Security • Services & Benefits
5.1Workforce Engagement
5.2Workforce Environment
Criteria : Category 5
![Page 49: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/49.jpg)
TQA 3
• Core Competencies• Work Process Design• Innovation• Agility• Customer Value• Profitability• Sustainability• Emergency Readiness
6.1
Work Systems Design
6.2
Work Process Mgt. & Improvement
• Work Process Management• Key Performance Measures• Minimize Costs—defects,
errors, rework, warranty costs• Work Process Improvement• Reduce variability• Keep Processes Current• Learning & Innovation
Criteria : Category 6
![Page 50: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/50.jpg)
TQA 3
• Key Product & Service Performance Outcomes
• Segment by Groups
• Key Customer-Focused Results• Customer Satisfaction• Customer-Perceived Value• Customer Loyalty• Segment by Groups
7.1
Product & ServiceOutcomes
7.2
Customer-Focused Outcomes
Criteria : Category 7
![Page 51: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/51.jpg)
TQA 3
• Key Measures of Financial & Marketplace Performance
• Financial Return, Financial Viability or Budget Performance
• Key Results for Workforce Engagement & Environment
• Satisfaction• Development of Workforce• Capability & Capacity• Health, Safety, Security, Services
& Benefits
7.3
Financial & Market Outcomes
7.4
Workforce-Focused Outcomes
Criteria : Category 7
![Page 52: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/52.jpg)
TQA 3
• Key Operational Performance Results
• Work System Readiness for Emergencies
• Segment by Products & Services• Measures of Process
Effectiveness, Efficiency & Innovation
• Key Governance & Senior Leadership Results
• Ethical Behavior• Fiscal Accountability• Legal Compliance• Social Responsibility• Support of Key Communities
7.5
Process Effectiveness Outcomes
7.6
Leadership Outcomes
Criteria : Category 7
![Page 53: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/53.jpg)
TQA 3
Assessment system
4 4.Path to Performance Excellence(6 Maturity level-scoring)
4.Path to Performance Excellence(6 Maturity level-scoring)
![Page 54: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/54.jpg)
TQA 3
ApproachAApproachA
DeploymentDDeploymentD
LearningLLearningL
ResultResult
IntegrationIIntegrationI
Plan
Do
Check/Share/Act
PDCA Alignment
Process Assessment : ADLI
![Page 55: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/55.jpg)
TQA 3
IntegrationIIntegrationI
LevelLeLevelLe
TrendTTrendT
CompareCCompareC
KRAKPIKRAKPI
Goal
Benchmark
TrendLinkage /Key Measure
Result Assessment : LeTCI
![Page 56: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/56.jpg)
TQA 3Mature Process Approach
1 2 3
4 5 6
![Page 57: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/57.jpg)
TQA 3
Q
Q & A
![Page 58: Module : Work System Managementstri.cmu.ac.th/files/department/5/stri_qa/tqa_55... · 1 14 ก.55 M12-Work System Management Concept / Process Selection / BU Report-Template 2 19](https://reader035.vdocuments.pub/reader035/viewer/2022081612/5f2604ecb7cccd48945a967b/html5/thumbnails/58.jpg)
TQA 3
ฝายปรึกษาแนะนําดานการจัดการองคกรสถาบันเพิ่มผลผลิตแหงชาติ
WWW.FTPI.OR.THTel. 0-2619-5500 Fax. 0-2619-8092
Thank you