???????????????? Benchmarking

1
???????????????? Benchmarking Why Start From
Zero ?
????????? ?????????? ???????????????????????????
?????????????????? ?????????????????????????
2
???????????????
????????????????????????
1
????????????? Benchmarking
2
??????????? Benchmarking
3
3
0
?????????????????????????
4
?????????????????????????
Competitiveness

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

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

• ????????????????? ???????????????????????????????
  ???????
• ??????????????????????????????????????
• ?????????????????????? 18 ?????? 2537

???????????? ????????????????????????????????
?????????????????????????????? ???????????????????
???????? ????????????????????????
?????????????????????????????????????????????????
??????????
6
FTPI
7
Main Services
Training
Training Follow up
Productivity Improvement
Diagnosis
Consulting
8
Productivity Improvement Tools Standards
Thailand Quality Award (TQM TQA / PMQA /
SEPA )
Strategic Planning KPI Balanced Scorecard
???????????
Benchmarking
Supply Chain Management Business Process
Improvement (BPI) Cross-functional Management
???????????
TPM PM/SM OEE
Six Sigma Design of Experiment (DOE) Statistical
Quality Control (SQC)
JIT IE 7 Waste
Activity-based Management (ABM) Activity-based
Costing (ABC) Cost of Quality (COQ)
???????????????
ISO 9000 / ISO 16949 / HACCP / GMP / ISO 14000 /
SA 8000
Problem Solving
Waste Assessment
5S / Suggestion Scheme / Visual Control
9
?????????????

• ??????????????????????????? (Thailand Quality
  Award TQA)
• ???????????????????????????????????????????????
• ????????????? (HR Scorecard)
• ??????????????????????????????????????? (PMQA)
• ??????????????????????????????????????????? (KM)
• ?????????????????????????????????? (Best
  Practices) ?????????????
• ???????????? (Benchmarking)
• ?????????????????????????????????????????????????
• ?????? (???.8000)
• ???????????????????????????????????????? (SEPA)
• ???????????????????????????????????????????????
  (VFM)
• ?????????????????????????????????????????? (JMQC)
• ???????????? ???.?????? ?????????????? PMQA

10
ORGANS / ORGANIZATION
HPO High Performance Organization Good
Governance Organization
11
HPO House Model
Stakeholders Trust Confidence ????????????
???????????????????
OUTCOMES ???????
??????????????????????????????? Consensus
Oriented
???????????????????????????? Effectiveness and
Efficiency
??????????????? Transparency
HPO/GGO ???????????????? ???????????????
???????????? Rule of Law
??????????? Morality
????????????????? Responsiveness
????????????????? Participatory
??????????????? Equity and Inclusiveness
PROCESSES ?????????
Support Process ?????????????????
Core Process ?????????????
12
Organizational Management
System Process
System Management
Process Management
13
Fusion Management
Quality 0f Management
7S MBNQA TQA PMQA SEPA TQM
Management Frameworks
?????????????
(SEPA Assessment Tool) 5S BM BSC KM SS
TPM CRM Six Sigma
ISO HA HACCP
Quality Systems Standards
Management Improvement Tools
Management 0f Quality
14
Value Chain Porter
??????????????????????? ??????????????????????
?????????????????????????????? ???????????????????
??????????? ???????????????????????? ?????????????
??/????????????/????????????????
???????????????/??????/???????? ?????????????????
??????? ????????????????????????
????????????????????????? ??????????????????????/?
?????????????????
SUPPORT ACTIVITIES
?????? ?????????? ????????????
????????????????????????????????????
??????????????????? ???????????
???????????????????????????
?????? ????????????????
???????????????????????????
?????????????????????????????????????
PRIMARY ACTIVITIES
15
???????????????
???????????????????????????????????? Thailand
Quality Award (TQA)
16
Organizational Excellence Model TQA
P (OP) ???????????????????? ???????????
???????????? ?????????????
5. ??????????? ?????????????
2. ????????? ??????????
Manage the organization
Lead the organization
1. ????? ??????
7. ??????? ????????????
Improve the organization
6. ????????? ?????????
3. ??????????? ????????????????????? ????????
4. ?????? ???????????? ???????????????????
17
TQA Principle 4
??? ??????? ????
???????? ?????????? ???????

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

???????????
18
TQA Principle 3
????????????????????????????
1
Customers
???????????????????????
Outcome
2
3
??????????????????
Outputs
?????????????????????????????
4
Process
???????????????????????????????
5
?????? ??????
Inputs
?????????????????????
6
Suppliers
19
SIPOC Model / Value chain model
Supplier Supplier Supplier Input Process Output Customer Customer Customer







????????? 1
???????????? 1
supplier 111
input 11
??????? 1
???????????? 2
supplier 112
???????????? 3
input 12
supplier 121
???????????? 4
??????? 2
input 13
supplier 131
??????? 3
??????? 4
??????? 5
20
TQA Principle 5

• Customer Value Proposition
• (CVP)
• Target customer
• Offering
• Job to be done

• Profit Formulation
• Revenue model
• Cost structure
• Margit model
• Resource velocity

Outcome
Output

• Key Processes
• Processes design ,sourcing, manufacturing
• Rules Metric margin, credit term, lead
  time..
• Norms size for investment ,approach to
  customer

• Key Resources
• People
• Technology
• Information
• Partnerships
• Brand
• Channels

Process
Input
????? Reinventing Business Model Mark W Johnson
21
1-6 Process Assessment ADLI
Integration I
PDCA Alignment
Approach A
Learning L
Result
Plan
Check/Share/Act
Deployment D
Do
22
????? ????????? (???? 1 - 6)
0 ???? 5 ???????????????????????? ?????????????????????????? (A) ????????????????????????????????????????? ??????????????????? (D) ?????????????????????????????????????? ??????????????????????????? (L) ??????????????????????????????????????????????????????????????????? ???????????????????????????????????????????? (I)
10, 15, 20 ???? 25 ????????????????????????????????????????????????????????????????????????????? (A) ????????????????????????????????????????????????????????????????????????????????????????? ?????????????????????????????????????????????????? (D) ??????????????????????????????????????????????????????????????????????????????????? ?? (L) ??????????????????????????????????????????????????????????????? ???????????????????????????????????? (I)
30, 35, 40 ???? 45 ??????????????????????????????????????????????????????????????????????????????????????? (A) ?????????????????????????????????????? ????????????????????????????????????????????????????????? (D) ???????????????????????????????????????????????????????????????????????????????? (L) ????????????????????????????????????????????????????????????????????????????? ????????????????????????????? (I)
50, 55, 60 ???? 65 ?????????????????????????????????????????????????????????????????????????????????????? (A) ????????????????????????????????????????????????? ????????????????????????????????????????????????? (D) ?????????????????????????????????????????????????????????? ??????????????????????????????????????????????????????????????????????????????????????????????????? (L) ????????????????????????????????????????????????????????????????? ????????????????????????????? (I)
70, 75, 80 ???? 85 ???????????????????????????????????????????????????????????????????????????? ????????? (A) ????????????????????????????????????????????????????????????????????????? (D) ?????????????????????????????????????????????????????????? ???????????????????????????????????????????????????????????????????? ?????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? (L) ??????????????????????????????????????????????? ??????????????????????????????? (I)
90, 95 ???? 100 ???????????????????????????????????????????????????????????????????????????? ????????????????????? (A) ???????????????????????????????????????????????????????????????????????????????????????????????????????????????? (D) ?????????????????????????????????????????????????????????? ???????????????????????????????????????????????????????????????????????????????????????????? ??????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? (L) ?????????????????????????????????????????????????????????? ??????????????????????????????? (I)
????????? (1-6)
23
7- Result Assessment LeTCI
Level Le
Goal
Trend T
KRA KPI
Integration I
Trend
Linkage / Key Measure
Compare C
Benchmark
24
????? ??????? (???? 7)
0 ???? 5 ?????????????????????????????????????????? ????????????????????????????????????????? ?????????????????????????????????? ????????????????????????????????? ????????????????????????????????????? ????????????????????????????????????????????????????????????????????????????????????????
10, 15, 20 ???? 25 ????????????????????????????????????????????????? ????????????????? ???/???? ????????????????????????????????????????? ?????? ?????????????????????????????????????? ????????????????????????????????????? ????????????????????????????????????? ??????????????????? ???????????????????????????????????????????????????????????????????????????????????????
30, 35, 40 ???? 45 ?????????????????????????????? ???/?????????????????????????????????????????? ???????????????????????????????? ??????????????????????????????????????? ???????????????????????????????????????????? ?????????????????????????????????????????????????????????????????????????????????????????
50, 55, 60 ???? 65 ??????????????????????????????????? ???/?????????????????????????????????????????????? ???????????????????????????????? ???????????????????????????? ????????????????????????????????????????????????????????????????????????????????????????????????? ??????? ???/???????????????????????????????????????????????????? ????????????????????????????????? ???/??????????????????? ?????????????????????????????????????????????????????????? ???? ????????????????????????????????
70, 75, 80 ???? 85 ?????????????????????????????????????????????????????????????????????????????????????????????? ????????????????????????????? ???/??????????????????????????????????????????????????? ??????? ???/???????????????????????????????????????????????????? ???????????????????? ??????????????????????????? ????????????????????????????????? ???/??????????????????? ?????????????????????????????????????????????????????????? ???? ????????? ????????????????????????????????????
90, 95 ???? 100 ????????????????????????????????????????????????????????????????????????????????????????? ?????????????????????????????????????? ???/??????????????????????????????????????????????????????? ??????????????????????????????????????????????????????????????????????????????? ?????????????????????????????????????????????????????????? ???? ????????? ????????????????????????????????????
??????? (7)
25
Path to Competitiveness
Competitiveness
4
Improvement
Best Practices / Management Tools
Benchmarking/Goal Setting
Self Assessment
Productivity Index / Cockpit
26
???????????????
???????? ??????? ?????? ?????????? ?
27
???????????????
????????? ??? ????????? ??????????
????????????
???????????
28
???????????????
??????
???????? ????????? ?????????? ??????? ???????????
??????????
29
???????????????
?????????? ??????? ?????? ?????????? ?
30
?????????????? ?????
?????????? ??????
?????????? ??? ???????????
??????? ????
?????????????? Benchmarking Best Practices
31
??????????????????
1
????????? ?????????? ????
??????? ?????????? ??????????????????
2
????????? ?????????? ????????? ??????????????????
32
?????? Benchmarking
??????????? 2 ??????????????????????
Benchmarking
????????????? Benchmarking ? Benchmarking
???????? ???????????? Benchmarking
33
?????? Benchmarking
?????????????????????????????????????
??????????????? ???????????????????
?????????????????????? ???????????????????????????
???????? ??????????????????? ?????????????????????
??
34
?????????????????
XEROX ????????????????????? ???????
?????? ??????? ??????? ?????? XEROX
35
??????????? Benchmarking
Benchmarking ????????????????????? ??? Innovation
36
Benchmarking ??? 4 ?????
Benchmarking
????????????? ? Where are we ?
????????? KPIs (Benchmark)
????????????? ? Who is the best ?
??????????????? (Best Practices)
???????????? ? How do they do it ?
?????????????????? (Enabler)
????????????????????????????? ? How can we do it
better ?
37
????????

• Benchmarking
• Benchmark
• Best Practices
• Enabler

38
Benchmarking
1
????????????????????????????????????? (Best
Practices) ?????????????????? ????????????????????
??????????????????
39
Benchmark
2

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

40
???????? Benchmark

• ????????????????/???????????????????
  ???????????????? ???????
• ???????????????????????????/ ????????????????????
  ?????
• ??????????????????????
• ??????????????????????? / ???????
• ???????????????????? (???????????) ????? 24
  ???????
• ??????????????????????????
• ?????????????????????????

41
Singapore Benchmark
Indicators NPA
National
Winner Average Cost of Quality (cost as
of sales) - Scrap 0.4 1.0 -
Repair and rework 0.1 1.0 - Customer
complaint 0.1 1.2 Staff Training -
Training investment 9.1 3.1 ( of
payroll)
NPA National Productivity Award ???????????
Singapore Productivity and Standards Board (PSB)
42
World-Class Benchmarks
Measures
World-Class Company
Customer Satisfaction
-1 per million -98 highly satisfied -95

• Products returned
• Customer Satisfaction
• Customer Retention

Employee Motivation and satisfaction

• Employee turnover
• Suggestion/Employee

- 2 per year - 72
suggestions/year
43
Best Practices
3
????????????????????????????????????????
???? ??????????????????????? ????
?????????????????????? Better Practices
44
Enabler
4
??????? ????????? ?????????? ???????????????
????????????????? ???????????????????????????
45
???????????? Benchmarking
Self Assessment ???????????????
Benchmark ??????????????????
Best Practices ???????????????
Action Plan ?????????????????????????
46
???????????????????????? Benchmarking
47
????????? Benchmarking
48
???????????? Benchmarking ??????????????????..???
????????
49
????????? Benchmarking
?????? ?????????????? ??????????????????
?????? ??????????????? ??????????????
?????? ??????? ???????
?????? ?????? ????????
50
?????? Benchmarking
Process
Input
Output
Benchmarking ????????????????????????????????
51
????????? Benchmarking
1
?????????????????????? Benchmarking
?????? 1 ????????????? ???????
?????? 3 ????????????? ?????????
?????? 2 ????????????? ??????????????
?????? 4 ????????????? ???????????????
52
????????? Benchmarking
2
??????????????????????????? Benchmarking
?????? 1 ???????? ??????????????
?????? 3 ???????? ????????????????????
?????? 2 ???????? ??????????
?????? 4 ???????? ??????????????
53
????????? Benchmarking
3
???????????????????? Benchmarking
?????? 1 ?????????????? ?????????????????????????
??
?????? 2 ????????????? ?????????????????????
54
????????????????? Benchmarking (Code of Conduct)
55
?????????

• 1. ?????????????????
• ????????????????????????
• 2. ??????????????????????????????
• ???????????????????????????????????????
• 3. ??????????????????
• ??????????????????????????????
• 4. ???????????????????????
• ??????????????????????????????????

56
?????????

• 5. ????????????????????
• ??????????????????????????????????????????????
• ?????????????????????????????????????????????????
  ?
• 6. ???????????????????????
• ??????????????????????????????????????
• 7. ?????????????????????????
• ???????????????????????????????????????????????
• 8. ??????????????????????????????????
• ??????????????????

57
???????????? Benchmarking
?????????
????????? ?????????
????????????
???????????
??????????????
58
???????????? Benchmarking
???????????????????????? ??????????????????? ???
????????????????? ?????????? Benchmarking ??????
??????????? ?????????????????????? (Code of
Conduct)
????????? ?????????
Step 0
59
???????????? Benchmarking
?????????????????? BM ?????????????????????? ??
???????????????????? (Survey,Site
visit) ?????????????
?????????
Step1
60
Top 10 ????????????????
61
?????????????????????????????????????????????
Xerox
????????????? ?????????????????????
???????????? Xerox ???????????????
- ???????????????????????? - ?????????????????
Just In Time - ?????????????? TQM -
???????????????????????????? - ???????????????????
??????????????
Procter Gamble IBM Hewlett-Packard Toyota,
Fuji Xerox American Express
62
Top 10 ???????????????????????????
63
???????????? Benchmarking
??????????????????????? ?????????????????????????
? ????????????????? ??????????????? ????????????
??????????????? ???????????
?????????????
????????????
Step2
????????
64
????????????? ENABLER
ENABLER
????????????
????????????????
??????????? ????????????
??????????

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

????????????? ?????????????????
???????
?????? ????????????
???????????? ?????????????
65
???????????? Benchmarking
???????????
???????????????????????? ??????????????????? ???
????????????????????????? ??????????????????????

Step3
66
???????????? Benchmarking
?????????????????? ????????????????? ???????????
?????????????????????????
??????????????
Step4
67
???????????????? Benchmarking
68
???????????????????? Benchmarking
69
????????????? Benchmarking
?????? ?????????
1
Benchmarking ??? ???????????????
??????????? ????????? ?????? ??????????????
???? ????????????????
70
????????????? Benchmarking
?????? Motorola
2
Benchmarking ??? Domonos Pizza Federal Express
??????????? ?????? order ??????????????
???? ????????????????
71
????????????? Benchmarking
?????? ???????????????
3
Benchmarking ??? ?????? ?????????????
??????????? ?????????? ????????????
???? ????????????????
72
Process Benchmarking
Benchmarking Company
Benchmarking partner
Process Benchmarked

• Banking
• Credit Card
• Service Provider
• Delivery Express

Call Center
TOT
Resolving Customer Complaint
73
?????????????? Benchmark ??? Practice

• ??????????? Benchmark
• ??????????????????????????
• ?????????????????????????/?????????????????
• ????????????????????????
• ????????????????????????????????
• ?????????????????????????????????????????????????

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

74
Gap Benchmark - Performance ?????? x
100 Benchmark
75
????? Enabler

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

76

• 10
• ?????????????????? Benchmarking

77
10 ???????????
1. ????????????????????????? Survey ???
Benchmarking 2. ???????????????????????? 3.
??????????????? (?????????????????????????????????
?????) 4. ??????????????????????????????? 5.
???????????????? Benchmarking ???????????
78
10 ???????????
6. ??????????????????????????????????????????? 7.
?????????????????????????????????? (?????????
) 8. ?????????????????????????????????????????????
??????? 9. ?????????????????? Partner
????????????? (???????????) 10. ??????? Code of
Conduct
79
??????? Websites-1

• The Benchmarking Exchange
• http//www.benchmarking.org
• Australian Benchmarking Edge
• http//www.aqc.org
• APQC Benchmarking Clearinghouse
• http//www.ibc apqc.org
• Singapore Productivity and Standards Board
  http//www.psb.gov.sg
• Dept. Environment Management Benchmarking
  Clearinghouse http//www/em.doe.bov/bch
• Industrial Technology Institute Performance
  Benchmarking Service http//iti.org/pbs

80
??????? Websites-2

• The Hong Kong Benchmarking Clearinghouse
• http//www.hkpc.org
• Spanish Benchmarking Clearinghouse
• http//tend.es81/tbpit
• Kennedy Benchmarking Clearinghouse
  http//www.technology.nasa.gov/wwaccess
• Information Edge
• http//www.ozemail.com.au/
• National Productivity Council
• http//www.org.my
• Thailand Productivity Institute
• http//www.ftpi.or.th
• American Productivity and Quality Center
• http//www.apqc.org

81
??????? Websites-3

• Clemson University Continuous Quality Improvement
  (CQI) Server http//deming.eng.clem
  son.edu
• Quality Resource online
• http//www.quality.org
• The Benchmarking Exchange and BenchNet
• http//www.benchnet.com/
• The Benchmarking Network http//www.well.com/user
  .benchmartbnhome.html
• Best Manufacturing Practices Centre for
  Excellence http//www.bmpcoe.org/
• Best Practices, LLC
• http//www.bestpractices.com

82
(No Transcript)
83
(No Transcript)
84
(No Transcript)
85
(No Transcript)
86
Balance Model
Measures
???
???
1
2
Self Assessment
Benchmarking
?????????????
?????????????
?????? ?????? ?????????
4
3
Improvement
???????? ???????
????????????? ?????????????
Learning
Practices
87
Balance Model

• Benchmarking

• Self
• Assessment

• Outside-In

• Inside-Out

• ????????

• ?????????????

• ????????

• ?????

88
Q A ???-???
89
??????????????????????????????????
?????????????????????????
WWW.FTPI.OR.TH
90
??????????????????????? ???????????
Benchmarking ??? ?????? ?????????? ????????????
???????????????????? 20 ??????? 2552
91
???????????????????????????????????????????

• Benchmarking ??????
• 1) ??????????????????????????????
• 2) ????????????????????????????? ? ???? ?
  ???????????? ? ????????
• 3) ?????????????????????? ??????????
• 4) ??????????? ?????

• Benchmarking ???
• 1) ???????? ??????????????????????????????????????
  ?????????????
• 2) ???????????????????????????????????????????????
  ????????? ?????????????????????????
• 3) ????????????????????????????????? ?????????
• 4) ??????????????????????????????????????
  ????????????????????????

92
???????????????????????????????????????????

• Benchmarking ??????
• 5) ???????????????
• 6) ????????????????????????? ????????????????
  ????????????????????
• 7) ???????????????????????????????????????????????
  ???????????

• Benchmarking ???
• 5) ???????????????????????????????????????????????
  ????????????????
• 6) ???????????????????????????????????????????????
  ??
• 7) ???????????????????????????????
  ??????????????????????????????????????????????????
  ????

93
Benchmarking
Effective Questioning
????????? KPIs (Benchmark)
????????? KPIs (Benchmark)
??????????????? (Best Practices)
??????????????? (Best Practices)
?????????????????? (Enabler)
?????????????????? (Enabler)
94
??????????????????????????
10 9 8 7 6
5 4 3 2 1 0
1.1 1.2 2.1 2.2 3.1 3.2 4.1 4.2
5.1 5.2 5.3 6.1 6.2 7.1
7.2 7.3 7.4 7.5 7.6
95
????????????????? KPI
96
????????? KPIs

• Common Indicators
• ?????????????
• ???????????????????????????????????? 1,000 ???
  
• ???????????????????????????????????
• ???????????????????????????????????????????????
  ??
• ??????????????????????? supplier ?????????????

2. Specific Indicators ????????????????????
???????? ?????????????????????????
????? FTEs ?????????????????????????????????????
????????????? ???????????????????
1,000 ??????? ????????????????????????????
??????????????????????????????????
?????????? 1,000 ???
97
Benchmarking
Effective Questioning
????????? KPIs (Benchmark)
????????? KPIs (Benchmark)
??????????????? (Best Practices)
??????????????? (Best Practices)
?????????????????? (Enabler)
?????????????????? (Enabler)
98
????????????????? Best Practices

• Systematic

• Integrate

• Linkage

Practices Process
99
Systems and Processes

• System a set of interrelated or interacting
  processes

• Process a set of interrelated or interacting
  activities that transform inputs into outputs

100
?????????????????????

• ??????????? process ???? BP/???????????????
• ????????

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

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

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

101
?????????????????????

• ?????????????????????????????????? (????
• ???????????????????????????????????
• Eureka)

• ???????????????????????????????????

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

102
????????? Best Practices

• ????????????????????????????????????????????
• (?????? 2-3 ??????)

• ??????????????????????????????? (what, how
• how come)

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

103
Benchmarking
Effective Questioning
????????? KPIs (Benchmark)
????????? KPIs (Benchmark)
??????????????? (Best Practices)
??????????????? (Best Practices)
?????????????????? (Enabler)
?????????????????? (Enabler)
104
?????????????????? Best Practices ??? Enablers
Enablers
Best Practices

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

• ???????????????????????????????

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

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

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

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

105
Benchmarking
Effective Questioning
????????? KPIs (Benchmark)
Questionnaire ??????, ??????
????????? KPIs (Benchmark)
??????????????? (Best Practices)
??????????????? (Best Practices)
Interview only
?????????????????? (Enabler)
?????????????????? (Enabler)
106
???????????????????

• ??????????????????????????

2. ????????????????????????????????????
3. ?????????????????????????????????
4. ?????????????????????????? (CSF, BPs,
Enables)
5. ???????????????????????????/?????
?????????? ????????? ?????? ??????? ???
????
107
???????????????????????????

• ????????????????????????????

2. ??? Mapping Best Practices ?????????
3. ?????????????????????
4. ?????????????????????????-??????
(?????????? Logic ????????????)
108
???????????????????????????
??????????????????????????? (??????)

1. ???????????????????????
2. ??????????????????????????????????????
3. ?????????????????????????????? (Process
   Management ???? Link ??? HR ???)
4. ????????????????????? 5 ??????????? (?????? BP)
5. ??????????????????????????????
6. ?????????? ??????? ??????????????????????????????
   ?????

109
???????????????????????????
??????????????????????????? (??????)

• ???????????
• ??????????????????????????????????????
• ?? Process Flow Chart ???????????????????????
• ??????????????????????? (?????)
• 5. ???????????????????????

110
??????????????

• ????????/????
• ?????????? (????????????????)
• ???????????? (????????????????????)
• ??????????
• 1 ????? 1 ???????
• ??????????
• ???????????????????????????????????
• ????????????????

111
?????????????????????

• ??????,?????? ????????????? Best Practices ?????
  ltApproachgt
• ???????????????????? (??????? Best Practices)
  ltDeploygt
• - ???????????? ??????? ???????
• - ?????????????????????????? (???????????????????
  ??)
• - ??????
• - ?????????? ???????? ltAssessment Reviewgt
• 3. ????????????? (????????????? ????????) /
  ??????????????
• ?????
• ltResultsgt
• 4. ????????????????????????? / ????????????
  ?????? ltEnablersgt
• ????????????????? ?? Practices ???????????????
• 5. ????????????? /???????????????????????? ltNext
  Stepgt

112
???????????????????????????????

• ????????????????? ???????????? ???????????????????
  ?????????????
• ??????????????????????
• ??????????????? ??????????????????????????????????
  ???????????????????????? ?????????????????????????
  ???????????????????????????????
• ????????? 2 ??????????????? ??????????????????????
  ?????????????????????????

113
???????????????????????????????

• 5. ?????????????????????????????
  ?????????????????????
• ????? ? ?????????????????????
  ????????????????????????????
• ??????
• 6. ?????????? ???????????????? ????????? ?
  ???????????
• ??????????????????????????????????????????????
  ???????????? ???
• ??????????????????????????????????????????????
  ??????
• 7. ??????????????????????????????
• 8. ?????????????????????????????? ???????????
• 9. ????????????????? ?

114
???????????????????????????????

• 10. ??????????????????????? (????????????????????,
  
• ???????????)
• 11. ???????????????????????????
  (????????-???????, ????????, ?????????????????????
  ??)
• 12. ?????????????????????????

115
????????????????? Production Process

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

116
????????????????? ?????????????????

• ????????????????????????????
• ???????????????????????????????????????????
  strategic suppliers
• ??????????????????????????????????????????
• ??????????????????????????????????????????????????
  ??????????????????????????????????????????????????
  ??????????????????????????????????????????????????
  ??????????????????????????????????????????

117
???????????

• ??????????????????????????????????
• ???????????? active listening
• ?????????????????????
• ?????????????????????????????
• ??????????????????????????????????????????????????
  
• ?????????????? ? ?????????????????????????????????
  ????????????
• ??????????????????????????????????????????????????
  ??????????

118
Active listening

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

119
?????????????????????????

• ??????????? Practices ????????????
• ????????? Practices ?????????????
• ?? Enablers ??????????????????????????
• ??????? Practices ????????????????????????? ???
  ????

120
Q A
121
Contact Person Nantaphorn Aungatichart Tel.
0-2619-5500 (ext.310) Fax. [phone]
E-mail nantaphorn_at_ftpi.or.th Thailand
Productivity Institute http//www.ftpi.or.th
122
????????? Benchmarking
???????????????????????
123
BP
124
?????????????????????????????????

• ?????????? 42 ??????????????? 500 ??????
  (1992)
• ???????????? 65 ??????????????? 1000 ??????
  (1992)
• ?????? 78 ??????????????? 1000 ?????? (1994)
• ???????? 40 ??????????????? 400 ??????
  (1997)
• ??? 12 ??????????????? 787
  ?????? (2002)

???????????????????? Benchmarking ???????????
(2002) ????????????????????????
?????????????????????????
125
???????????????????????????? Benchmarking

• ???????????????????????????????????????????
  68
• ??????????????????????????????? 54
• ?????????????????????????? Benchmarking 44
• ????????????????????????? Benchmarking ????
  26
• ??????????????????????/ ??????????????????? 11

???????????????????? Benchmarking ???????????
(2002) ????????????????????????
?????????????????????????
126
?????/??????????????????? Benchmarking

• ?????????????????????????? Benchmarking 45
• ??????????????????????????? 35
• ???????????????????????? BM ???? 32
• ???????????????????? 24
• ??????????? 22

???????????????????? Benchmarking ???????????
(2002) ????????????????????????
?????????????????????????