TQA FOR TOP EXECUTIVES

1
?????????????????????????Thailand Quality
Award-TQA?????? ? ???????????????????
?????????????????????28 ????????? 2549
???????? ?????????? MD, MBA, TQA Assessor
(2003) ??????????????????????????????????? ???????
????????????????????????????????????????????????
??????????????????
2
????????/??????????? Quality Management??????????
???????/?????????????

• TQA Thailand Quality Award
• PMQA Public Service Sector Management Quality
  Award
• MBNQA Malcolm Baldrige National Quality Award
• Business Criteria for Performance Excellence
• Education Criteria for Performance Excellence
• Health Care Criteria for Performance Excellence

3
Public Sector Management Quality Award-PMQA
Longer term Strategic Plan 4 yr.
Vision Mission Strategic Goal
Organization Profile, Environment Relationship
and Challenges
Paradigm Shift
5. Faculty/Staff Focus
2. Strategic Planning
Internal Control
Longer term Human Resource Plan (Competency
1. Leadership
7. Results
Blueprint for Change
6. Process Management
3. Student/ Stakeholder Focus
Reduce cycle time
Redesign Process
Capacity Building
4. Measurement, Analysis and Knowledge Management
Knowledge Management
e-government
MIS
4
??????????????? PMQA/TQA

• ?????????????????? (Focus on Results)
• ???????????????????? ???????????????????
• (Non-prescriptive and adaptable)
• ???????????????????????????????????????????????
• (Integrated key education themes)
• ?????????????????????? ???????????????????????????
  ????????????????????????????
• (System perspective to maintaining
  organization-wide goal alignment)
• ????????????????????????????????????????
• (Support goal-based diagnosis)

5
???????????????????????????????????????????????

• ?????????????????????????????????
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6
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1. ????????????????????????????
2. ????????????????????????????????????
3. ????????????????????????????????????
4. ??????????????????????????/???????
   ???????????????????? ?????????????????
5. ????????????
6. ????????????????
7. ??????????????????????
8. ?????????????????????????
9. ?????????????????????
10. ??????????????????????????????????????
11. ????????????????

1. ???????????
2. ????????????????????
3. ?????????????????????????? ????????????????????
   ???????
4. ?????? ???????????? ???????????????????
5. ?????????????????????????? ??????????
6. ??????????????????
7. ????????????????????????????

7
?????????????? ???????????? ????????????
??????????????????????
???????????????????? (Organizational Learning)
?????????????????????? (Strategic Leadership)
????????????????????????? (Execution Excellence)
???????????
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??????????????
????????/ ????????????????????/????
????????/??????? ?????????????
???????????
?????????????????? (Get results be valued)
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?????? ???????????? ???????????????????
8
????????????????????
Nonaligned work
Strategic direction
Random improvement
Systematic alignment
Movement toward alignment
9
TQA Framework
???????????? 7 ???? ??????????????????????????????
?????????? ?????????????????????
????????????????????????????????? 11 ??????
P ????????????????? Organizational Profile
5. ???????????????????????? Human Resource Focus
2. ???????????????????? Strategic Planning
1. ??????????? Leadership
7. ???????????????? Business Results
3. ???????????????????????? Customer Market Focus
6. ?????????????????? Process Management
4.?????? ???????????? ??????????????????? Measurem
ent, Analysis and Knowledge Management
10
???????????? 7 ???? ????????????????? 19 ??????
P ????????????????? P1 ????????????????? P2
???????????????????
5.???????????????????????? 5.1 ??????? 5.2
?????????????????????????????? 5.3
?????????????????????????????????
2.???????????????????? 2.1 ??????????????? 2.2
?????????????????????
7.???????????????? 7.1 ???????????????????????????
? 7.2 ????????????????????????????? 7.3
???????????????????????????? 7.4
???????????????????????? 7.5 ?????????????????????
????????? 7.6 ????????????????????????? ??????????
???????????
1.??????????? 1.1 ??????????? 1.2
????????????? ?????????????????????
3.???????????????????????? 3.1 ???????????????????
?????????? 3.2 ???????????????????????? ??????????
??????????
6.?????????????????? 6.1 ??????????????????????? 6
.2 ?????????????????
4.?????? ???????????? ??????????????????? 4.1
?????? ????????????????????????????????? 4.2
???????????????????????????
11
?????????????? ??? ???????????????
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P1 ???????????? Organizational Profile
?????????????????????????????????????? ???
????????????????????????????? ????????? ??????
????????????????
A ???????????????????? Organizational Environment
B ??????????????????????? Organizational
Relationship
??????????????????? ????????? ??????????????
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????? ????????????????? ????????? ?????????
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12
?????????????? ??? ???????????????
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P2 ??????????????????? Organizational Challenges
??????????????????????? ??????????????????????????
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C ???????????
A ??????????
B ???????
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13
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14
1 ??????????? (Leadership)
1.2 ?????????????????????????????????? Governance
Social Responsibility
1.1 ??????????? Organizational Leadership
????????????????????????????????????? ????????????
???? ?????????????????????????????????????????????
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A ??????????
C ????????
B ????????
A ???????????
B ??????????/??????????????
15
1.1 ??????????? (Organizational Leadership)
A ??????????? (Senior Leadership Direction) 1
????? ??????? ??????? ????????????
?????????????? ??????????
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16
1.1 ??????????? (Organizational Leadership)
A ??????????? (Senior Leadership Direction) 2
?????????????????????????????
??????????????????
17
1.1 ??????????? (Organizational Leadership)
B ????????????????????????????????????
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18
1.2 ??????????????????????????????????
A ?????????? (Organizational Governance) 1
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19
1.2 ??????????????????????????????????
A ?????????? (Organizational Governance) 2
??????????????????????????????????????????????????
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20
1.2 ??????????????????????????????????
B ???????????????????????????????????????? 1
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B ???????????????????????????????????????? 2
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21
1.2 ??????????????????????????????????
B ??????????????????????????? (Ethical Behavior)
?????????????????????? ???????????
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C ????????????????????????????????? (Support of
Key Communities)
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22
2 ???????????????????? (Strategic Planning)
2.1 ??????????????? Strategy Development
2.2 ??????????????????? Strategy Deployment
?????????????????????????????????????????????????
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A ???????????????
A ????????/??????????
B ???????????????????????
B ?????????????
23
2.1 ??????????????? (Strategy Development)
A ???????????????????????? (Strategy Development
Process) 1
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24
2.1 ??????????????? (Strategy Development)
A ???????????????????????? (Strategy Development
Process) 1
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25
2.1 ??????????????? (Strategy Development)
B ??????????????????????? (Strategic Objectives)
1
?????????? ???????????
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26
2.1 ??????????????? (Strategy Development)
B ??????????????????????? (Strategic Objectives)
2
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27
2.2 ????????????????????? (Strategy deployment)
A ?????????????????????????????????????????
(Action Plan Development and Deployment)
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28
2.2 ????????????????????? (Strategy deployment)
B ????????????????????????? (Performance
Projection)
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• ??????????????
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29
3.1 ????????????????????????????? (Customer
Market Knowledge)
3.1 ??????? ????????? ???? Customer Market
Knowledge
3.2 ??????????????????? Customer Relationships
Satisfaction
??????????????????????????????? ???????????
???????????????????? ??????????????
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A ????????????
B ????????
A ????????????????????????
30
3.1 ????????????????????????????? (Customer
Market Knowledge)
A ????????????????????????????? (Customer and
Market Knowledge)
????????????????????????????

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31
3.2 ????????????????????????????????????????????
(Customer Relationships Satisfaction)
A ????????????????????????????? (Customer
Relationship Building)
????????????????????????????

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32
3.2 ????????????????????????????????????????????
(Customer Relationships Satisfaction)
B ?????????????????????????????? (Customer
Satisfaction Determination)
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33
4 ?????? ???????????? ???????????????????(Measure
ment, Analysis and Knowledge Management)
4.1 ?????????????????? Measurement and Analysis
of Organizational Performance
4.2 ??????????????????????????? Information and
Knowledge Management
??????????????????????????????????????? ??????????
?????????????????????????? ??????????????????
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A ????????
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B ????????????
B ????????????????
34
4.1 ???????????????????????????????????????(Measu
rement and Analysis of Organizational Performance)
A ???????????????????? (Performance Measurement)
????????????????????????????
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• ??????????????????????????????????????????????????
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35
4.1 ???????????????????????????????????????(Measu
rement and Analysis of Organizational Performance)
B ?????????????????????????? (Performance
Analysis)
????????????????????????????

• ?????????????????????????
• ?????????
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• ??????????????

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36
1.1 ??????????? (Organizational Leadership)
B ??????? (Organizational Performance Review) 1
?????????????????????? ??????? ???????????????????
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37
4.2 ???????????????????????????(Information and
Knowledge Management)
A ??????????????????????????????????? (Data
and Information Availability)
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38
4.2 ???????????????????????????(Information and
Knowledge Management)
B ???????????????? (Organizational Knowledge)
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39
5 ???????????????????????? (Human Resource Focus)
5.1 ??????? Work System
5.3 ???????? ?????????? Well-Being Satisfaction
5.2 ??????????? ????????????????Learning
Motivation
?????????????????????? ?????????
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B ?????????
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B ????????
C ???????
40
5.1 ??????? (Work System)
A ?????????????????? (Organization and Management
of Work)
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41
5.1 ??????? (Work System)
B ???????????????????????????????????????
(Employee Performance Management System)
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42
5.1 ??????? (Work System)
C ????????????????????????????????? ( Hiring and
Career Progression)
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43
5.2 ????????????????????????????????????????(Empl
oyee Learning and Motivation)
A ???????? ?????????????????????????
(Employee Education, Training and Development)
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44
5.2 ????????????????????????????????????????(Empl
oyee Learning and Motivation)
B ???????????????????????????????????????????????
( Motivation and Career Development )
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45
5.3 ?????????????????????????????????(Employee
Well-Being and Satisfaction)
A ????????????????????? (Work Environment)
????????????????????????????
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46
5.3 ?????????????????????????????????(Employee
Well-Being and Satisfaction)
B ????????????????????????????????????????????????
? (Employee Support and Satisfaction)
????????????????????????????
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47
6 ?????????????????? (Process Management)
6.1 ???????????????????? Value Creation Processes
6.2 ????????????????? Support Processes
??????????????????????????????????????????????????
?????????? ?????????????????????????
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?
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A ????????????????? Support Processes
A ???????????????????? Value Creation Processes

• ??????
• ?????????????
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• ???

• ??????
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• ????????????? , ??????
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• ???

48
6.1 ??????????????????????? (Value Creation
Processes)
A ??????????????????????? (Value Creation
Processes)
????????????????????????????
???????????????????????????????????
??????????????????????????????????

• ??????????????????????????????????????????????????
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• ?????????
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49
6.2 ????????????????? (Support Processes)
A ????????????????? (Support Processes)
????????????????????????????

• ??????????????????????????????????????????????????
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• ?????????
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• ?????????????????
• ????????????????

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50
7 ???????????????? (Business Results)
7.2 ????????????????????????? Customer Focused
Result
7.3?????????????????? ???? Financial and Market
Results
7.1 ???????????????????? ????????? Product and
Service Results
??????????????????????????????????? ??????????????
????????????????? ????????????????????????????????
? ??????????????????????????????? ????????????????
?????? ?????? ????????????????????????????????????
?
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7.6 ??????????????????????????????????????????????
Governance and Social Responsibility Results
7.4 ???????????????????????? Human Resource
Results
7.5 ?????????????????????????????? Organizational
Effectiveness Results
??????????????????????????????? ??????????????????
??????????? ?????????????????????
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????????????????????? ?????????????? ?????????
??? ??????????????? ????????? ??? ????????????????
????????????? ????????????????????????????????????
???????
??????????????????????????????????????????????????
??????????????????????? ??????????????????????????
???? ?????????????????????????????????????????????
????????????????????????
????????????????????????????????????????????
???????????????????????????????????
????????????????????????????????????????????
??????????????????????????? ?????????????????????
???????????????????? ?????????????????????????????
????????????????????????????????????????????????
51
Building Balanced Scorecard A set of Balance
Scorecard to examine your organizations
performance and improvement in key areas

• Student learning results
• Student- and stakeholder-focused results
• Budgetary, financial and market performance
  results
• Faculty and staff results
• Operational results
• Governance and social responsibility results

• Results
• Key area
• Level
• Trend
• Comparison

52
?????/???????????????????????????Performance
Excellence Model- MBNQA, TQA, PMQA

• ????????? (Process)
• ?????? (Approach)
• ?????????????????????????? (Deployment)
• ??????????? (Learning)
• ??????????? (Integration)

• ??????? (Results)
• ???????????? (Key area)/ ?????????????????????????
  ??? (Linkage)
• ???????????????????????????????? (Level)
• ??????????????????? (Trend)
• ?????????????? (Comparison)

53
?????????????????????????????????????????????????
???????
P.1
P.2
7.6
P.1 ????????????
1.1
7.5
A
F
7.4
B
1.2
7.3
C
2.1
D
7.2
C
2.2
D
E
7.1
3.1
6.2
3.2
6.1
4.1
4.2
5.3
5.2
5.1
54
?????????????????????????????????????????????????
?????????????
P. 2 ???????????????????
P.1
P.2
7.6
1.1
7.5
A
D
7.4
1.2
A
7.3
2.1
B
7.2
2.2
C
7.1
3.1
6.2
3.2
6.1
4.1
4.2
5.3
5.2
5.1
55
Self Assessment TQA Approach
Understanding of Quality Management Concepts
Step 1 Define scope of assessment
Step 2 Define Assessment Team
Step 3 Define assessment plan
Step 4 Establish Organization Profile
Step 5 Conduct self assessment
Step 10 Assessment and improvement of the
process
Step 9 Develop action plan according to
priority setting
Step 8 Analysis and set priority for
improvement
Step 7 Conduct self assessment
Step 6 Establish category self assessment team
Implementation of action plan
56
Systematic Approaches
(1) Reacting to Problems
(2) Early Systematic Approaches
Strategic and Operational Goals
(3) Aligned Approaches
(4) Integrated Approaches
Strategic and Operational Goals
57
Management is not just Q of Services
Financial Resource Management
Direction Strategy
Customer Management
Quality of Services Products
Human resource Management
Info, K Innovation Management
Environmental Management
Good Governance Good Citizen
Health Safety Management
CHANGE MANAGEMENT
PERFORMANCE MANAGEMENT
?????????????????????????????? ???????????????????
????????
58
In Designing QM 2 things that are essential!
If you dont measure it, you dont really value
it!If you dont measure it, you cant improve
it!

• Sustainability
• Accountability