A Baldrige Model Based Assessment Strategy for Management Systems of Telecommunication Industries

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A Baldrige Model Based Assessment Strategyfor
Management Systemsof Telecommunication
Industries
Wan Seon Shin Sungkyunkwan University Taeho
Kim Korea Telecom
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Contents

• The Objectives
• 2. The MQ Model
• 3. The Goal
• The Process
• The Tools
• 6. The Result

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1. The Objectives
Research Objectives
? To improve the level of Management Quality
of KT ? To implement MB Model for better
service quality ? To help the managers
understand key concepts of MQ - Critical
success factors of MQ - Problem solving
skills for major issues ? To support the
internal MQ award system in KT - MQ
implementation in site offices - Training
self assessors of management quality
What is our true competency in management
systems? ? Realize your performance level in
terms of the global standard. ? Share the world
class goals regarding management systems with
your employees.
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2. The MQ Model 1) Management Quality
MQ Management Quality
TQM
QA
QC
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2. The MQ Model
2) MB Model for Self Assessment
Organization Environment, Relationship,
Challenge
Strategic Planning (85)
Human Resources (85)
Business Results (450)
Leadership (120)
Process Management (85)
Customer Market Focus (85)
Information, Analysis , Knowledge
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2. The MQ Model
3) KT Model for Management Quality

• Goal MQ 700
• Man SA (Self Assessor)
• Key System based Management
• Task MQ Consulting, KT MQ Award,
• MQ Assessment, Training

• Goal 6 Sigma Level
• Man CB, MBB, BB, GB
• Key Process based problem solving
• Task PI, Service Quality Improvement
• Training

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3. The Goal
1) The Direction
People
Anti MB Zone
700
1000
500
Management System
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3. The Goal
2) To-be and Methods
3

• After
• To be
• (700)

Before - As is
5
4
2
1
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3. The Goal
3) The Roadmap for MQ 700
MQ Improvement Process
1000
(World Class)
900
MQ Assessment Feedback
800
MQ Improvement Process
700
(Industry Leaders)
600
MQ Assessment Feedback
Management Quality
500
(Typical)
400
On-Line Evaluation System
300
MQ Evaluation System
200
MQ Training Quick Assessment
100
0
Assessment
Improvement
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4. The Process
1) KT Management System
MB Based Self Assessment
CQI/Innovation for Global Level
Strategic Goals
Tool
KT-MAS 700 6 Sigma National Quality Award
Self Assessment (KT-MAS)
Experts Review (Professors)
MQIP(Gate Model)
Six Sigma
Information Sharing
Knowledge Sharing
Education Training Benchmarking Consulting
Corporate Level
BSC
Site Offices (Marketing/Networks)
CQI
Business Planning (Corporate/Site)
Group (KTF/KTH/KTL/KTN )
MQ Enforcement (Site Offices)
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4. The Process
(2) Corporate Assessment
? Scope

• Assessment of MQ at corporate level
• Isolation of strengths and weaknesses of the
  organization
• Suggestion for promoting a world class MQ plan

? Procedure
Assessment and Analysis
MAP Professors
MQ Review Report
MQ Feedback
Corporate MQ Planning
Corporate MQ Deployment
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Result FY 2006 Corporate MQ Level
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4. The Process
Tool Rolling Maps
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4. The Process
Tool Quality Strategic Planner_Strengths
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4. The Process
Tools Quality Strategic Planner_Weaknesses
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4. The Process
3) Implementation of MQIP
? Scope

• Consulting MQ in order to minimize managerial
  gaps between the headquarter and site offices
  MQIP deployment
• Helping Self Assessors (SA) solve key MQ issues
• Finding Best Practices

• MQ Assessment
• Self Assessment
• Expert Review

Defining problems
MQ Assessment

• Self assessment

Defining Problems

• Defining key areas for improvement

Best Practices
MQIP Application
MQIP Application

• Applying MQIP to the key problems

Best Practice

• Isolating Best Practices

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4. The Process
4 Management Quality Implementation Process
MQIP(Management Quality Implementation Process)
consists of Strategy Planning(MQSP) and Strategy
Execution(MQSE)..
Management Quality Strategy Execution
Management Quality Strategy Planning
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4. The Process
(5) KT Management Quality Award
1) Scope

• KT MQ Award
• KT MQA assessors
• Finding categorical strengths and weaknesses and
  selecting best practices

Q M
Finalist
Document Review
Pre-Evaluation by MSA
Site Review
Voluntary Application
KT MQ Award
Judgment Committee
MQ Award
M A P
Marketing
NSC
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4. The Process
Result Site Offices MQ Trend
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5. The Tools
1) CSF Positioning_Leadership
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3
Adaptability
2
6
Anti MB Zone
1
5
Alignment
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5. The Tools
2) CSF Positioning_Strategic Planning
3
2
4
6
Effectiveness
1
Anti MB Zone
5
Efficiency
22
Verification The True Contribution of Key
Quality Factors
Defining 25 Key Quality Factors(KQFs)
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5. The Tools
3) V Chart - Model
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5. The Tools
4) MQ Competency Canvas
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5. The Tools
5) Problem Solving Planner
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6. The Result
1) FY 2006 MQ Results
? Corporate MQ Assessment and Feedback report ?
Strategy Development for GWP ? Corporate MQ level
640 points
KT Corporate MQ Assessment
KT MQ Award Support
? Dual check system for MQ Award MSA
Self-assessment and expert review ? MAP (10
Professors) Site Offices MQ assessment ? Site
MQ level 550 points
MQ Infrastructure
? Training 90 Self Assessors ? Training 40 Master
Self Assessors
? Site Consultation for implementing MQ systems ?
Developing a training program for MQIP ? 78
Consultation sessions at sites
MQIP based MQ Consultation
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6. The Result
2) Lessons to learn
The Objectives
The Model
Is it appropriate?
Is it easy?
The Goals
Are the specific?
Are they goal driven?
The Process
Can it be taught?
Can it be followed?
The Tools
Can they be verified and validated?
The Result
The Baldrige model based approach works!