tqa criteria 2009 cat 4

Thailand Quality Award - 1

TQA Criteria


Day 3:09.00-10.30 2 10.30-10.45 Coffee Break10.45-12.00 4 ( 1:15 )12.00-13.00 Lunch13.00-13.45 7 13.45-14.30 12:

13: 14.30-14.45 Coffee Break14.45-16.00 16.00-16.30

TQA Criteria


7.

6.

5.

4.

3.

1.

2.


7.3

7.2

7.1

7.4

1.1

SWOT

7.6

3.1

6.1

KPI 5.1

4.1

3.2

Customer

Internal Process

Learning & Growth

Financial

TQA 2551

1.2

2.2

2.1

4.2

6.2

5.2

7.5


4

( (Management by Fact)Management by Fact) ( (Learning Organization)Learning Organization) (( IT IT )) (())


1.1. ??

( (Core Value:Core Value:Management by Fact)Management by Fact) 2020 ...... ......

2.2. ??

3.3. ??

4.4. // (( ))



((Measurement)Measurement)

((Data)Data)

((Analysis)Analysis)

((Information)Information)

(Analysis) Segmentation , ,

?


(PDCA)

(Measurement & Analysis)

(Strategic Planning)

Corporate Strategy

Business Strategy

Functional Strategy

Marketing Strategy

Operation Strategy

HR Strategy

( - )


( (Measures and Indicator)Measures and Indicator) -- P. 118P. 118

(Effectiveness)(Effectiveness) -- P. 120P. 120

( (Goals)Goals) -- P.121P.121 --> Link> Link [2.1[2.1 ((1): P.36]1): P.36]

( (Performance)Performance) -- P.121P.121

(Results)(Results) -- P.122P.122 -->>

( (Productivity)Productivity) -- P.123P.123

(Benchmark)(Benchmark) -- P.126P.126

(Strategic Objectives)(Strategic Objectives) -- P.127P.127

44 -- P.75P.75


4.1

4.2

.

.

.

.

Best practices

4

L.O.L.O.

Thailand Quality Award - 14Ref: Athisarn Wayuparb, 2004

=Amount of output produced

Amount of resourcesEfficiencyEfficiency

Minimum Waste, Expense, orUnnecessary effort (=>7Muda)

ProductionProduction =

ProductivityProductivityOutputInput=

Output

Input

Effectiveness


KPI : Key Performance IndicatorKPI : Key Performance IndicatorKPI : Key Performance Indicator

(PERCENTAGE)

(PERCENTAGE)

(PROPORTION)

(PROPORTION)

(AVERAGE or

MEAN)

(AVERAGE or

MEAN)

(R A T I O)

(R A T I O)

(R A T E)

(R A T E)

(N U M B E R)

(N U M B E R)


Performance MeasuresPerformance Measures

Input: Resources, including cost and workforceProcess: Activities, efforts, workflowOutput: Products and services producedOutcome: Results, accomplishments, impacts

Are We Doing The Right Things?(What?) Effectiveness

Are We Doing The Right Things?(What?) Effectiveness

Are We Doing Things Right?(How?) Efficiency

Are We Doing Things Right?(HowHow?) Efficiency

OutputOutputInputInput ProcessProcess OutcomeOutcome

Link to SIPOC Model Value ChainValue Chain

SupplierSupplier

, Leader, Manager

Leading Indicator Lagging Indicator

InIn--ProcessProcessIndicatorsIndicators

KKeyey PPerformanceerformanceIIndicatorsndicators

Adapted fromAdapted from .. ,, ,, 20082008


1-6

0-5% 10-25% 30-45% 50-65% 70-85% 90-100%

A

D

L

I

OL

+ OL

+ OL


. (1)

(2)

(3)

. (1)

(2)

1.1 ?(70 )

1


4.14.14.1

Adopted:Adopted: .. ,, 20082008

(Breath and Depth)

4.1

4.1 -1-

KQI.

InIn--process Measuresprocess Measures

LinkageLinkage //// SystemSystem


??


RWJ (Robert Wood Johnson Hospital)

SPP: Strategic Positioning PlanSPP: Strategic Positioning Plan

OPI/Pt: OrganizationalOPI/Pt: Organizational Performance Improvement/Patient SafetyImprovement/Patient Safety

SLT: Senior Leadership TeamSLT: Senior Leadership Team

MSA: Measurement AnalysisMSA: Measurement Analysis

BIC: Best In ClassBIC: Best In Class

D/BSC: Dashboard BSCD/BSC: Dashboard BSC

OPI: Organization Performance ImprovementOPI: Organization Performance Improvement

6 1. 2.

(KSF) (CSF) Stakeholder

3. 4. 5. 6. KQI Dictionary


KPI &KQI


o The Reality Testo o

o The Usefulness Testo ?o ?

o The Cost Testo


KPI : Key Performance IndicatorKPI : Key Performance IndicatorKPI : Key Performance Indicator

(Measurability) (Consistency) (Clear and unambiguous) (Impact) (Communicable) (Valid over time) (Comparable) (Resilient) (Obtainable)


- Texas Nameplate


1.

2.

...


...

()

X 100


1. 2.

, ,

3.

...

1. 2. Benchmarking3. 4.


...

Output > Input



Output Outcome Result

3 ?


OutputOutputInputInput ProcessProcess OutcomeOutcome

SIPOC Model

Value ChainValue Chain

Ref:Ref: .. ,, ,, 20082008

Measurement / KQI Template

( Name of Measure)

(Definition) (Purpose)(Formula)(Unit of Measures)

(Frequency) (Sources) (Lead and

lag relationship)

(Target setting) (Who

measures) (who is the

owner: )

(who is thsupporter)

(Baseline) (Target)

QJA MD


KPI &KQI Dictionary



4.1 .


- TAF


Linkage & Segment / /

/

/ 4.11

/

4.1 . R2 5 KQI Master


7

0-5% 10-25% 30-45% 50-65% 70-85% 90-100%

Le

T

C

Li

/

-

/

/

Land Mark



Comparison

4.12

4.1

4.12



4.1 .


1. 2.



4.1 .

4.1 1




4.1

.

96 ?


Level

2.2

/ 4.11

4.1


4.1

.

Continuous Improvement & InnovationContinuous Improvement & Innovation



4.24.24.2

HW/SWHW/SW

Adopted:Adopted: .. ,, 20082008


4.2 .

4.2 .


-


- GSP


Accessibility & Dissemination of Information to Staff and External Parties

Central ProvidentFund Board


- Saint Lukes



4.2


28

- - ICT -

(Integrity)

(Timeliness)

(Reliability)

(Security)

(Accuracy)

(Confidentiality)

ICT GSP

- - ICT

- Software Verify - -

-

- Real Time- - ICT

- / ICT Monitoring Response Time ICT

-

- - ICT -

- Internal Audit- Backup, Disaster Recovery Plan-

- Yearly- Daily,Monthly,Yearly- Daily,Monthly,Yearly

-

- ICT

- ICT , UserName Password

- ICT Infrastructure Firewall , Security Policy

-

-

- Software Verify

- Audit

- Real Time

- - - ICT

- Firewall 2 - Access - Electronic

-

(4.2)GSP


TrendTrend

4.2


4.2

KM ComPW



-Premier


-Premier


Management

Tools


Management Tools

Tools


Management Tools

Tools


Management Tools

Tools


Key Excellence Indicator 4

Use of Fact-based decision making Collection of Actionable data Use of Multiple aligned and interlinking

measures Strong analysis capability Wide deployment, accessibility of data and

information Benchmarking of Best-in-Class processes and

results Reliable, secure, and user-friendly systems Organizational knowledge captured and shared

Ref: Paul Steel, TQA Seminar 2008Ref: Paul Steel, TQA Seminar 2008

tqa criteria 2009 cat 4

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