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(Thailand Quality Award: TQA)


2539
5 2539
2540 Thailand Quality Award
2543 9 ( 2545-2549)
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2545

2551

2554 10 (Thailand Quality Award: TQA)


2556 Baldrige Performance Excellence Program

:
1.

2.
3.
4.

2557-2558

2557-2558












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3


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5


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7

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61
66
74
112
123

146
154
156

TQA Criteria for Performance Excellence 2014-2015

2557-2558



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



2557-2558

100

(1)
(2)
(3)
(4)
(5)

TQA Criteria for Performance Excellence 2014-2015




Lean, Six Sigma, ISO 9000,
Balanced Scorecard


(1)

(2)
/

2557-2558






4
1. ()
2. ()
3.
()
4. ,
,
()

2
1.
17 ()
()
2.

TQA Criteria for Performance Excellence 2014-2015

:
(Criteria for Performance Excellence Framework: A Systems Perspective)
6

( 1,
2 3) ( 5, 6 7)

(
)

2.

5.

1.

7.

3.

6.

4.

( )

2557-2558


(Criteria for Performance Excellence Structure)
7

17 2
3
()
( 1-6)
( 7)
11

3
1.
2.
3.

( . . .)

3
(Basic Requirements)

(Overall Requirements)

(Multiple Requirements)

()

10

TQA Criteria for Performance Excellence 2014-2015

7.1 (Product and Process Results):


(120 )



(*)


. (CUSTOMER Focused Product and PROCESS RESULTS)

. (WORK PROCESS EFFECTIVENESS RESULTS)

(1) (PROCESS EFFECTIVENESS and Efficiency)

(2) (Emergency Preparedness)

. (Supply-Chain Management RESULTS)


7.1
1.



( 4.1) ( 4.2)
2.
( 7.2) ( 7.5)

1 1 1-6
3.
1


7.1

1(2) 3.1 3.2

1(2) 3.2

7.1


()

7.1
7.1
6.1 6.2
7.1
,
,
, , ,
, ,
,

7.1

(Supplier and Partner Audits)


()

2557-2558


1.

2.

1
110

1.1
60

1.2
50
95
2

2.1
45

2.2
50
95
3

3.1
45

3.2
50
100
4

4.1
55

4.2
45
100
5

5.1
45

5.2
55
100
6

6.1
55

6.2
45
400
7

7.1
120

7.2
75

7.3
75

7.4
65

7.5
65

1000

11

12

TQA Criteria for Performance Excellence 2014-2015

1.
1.1
1.2 123-145
2. 3

1-6
7
3.
4. (*)
5. [1.1(3)]


6. 3
(1)
(2)
(3)

7. 2557-2558
2557-2558


(Criteria for Performance Excellence)
(Begin with the Organizational Profile)



17

: (Organizational Profile)
1) 2)
3)

1. (Organizational Description):

. (Organizational Environment)
(1) (Product Offerings) (
15)

13

2557-2558

14

TQA Criteria for Performance Excellence 2014-2015

(2) (VISION and MISSION) (PURPOSE)


(VISION) (VALUES) (MISSION)
(CORE COMPETENCIES)

(3) (WORKFORCE Profile)



(WORKFORCE
DIVERSITY and job DIVERSITY)

(4) (Assets)
(5) (Regulatory Requirements)
1)
2) (Accreditation, Certification)
3) 4) (*)

. (Organizational Relationships)
(1) (Organizational Structure)
(GOVERNANCE system)
(*)
(2) (CUSTOMERS and STAKEHOLDERS)
(*)

(3) (Suppliers and PARTNERS)


(COLLABORATORS)


(*)
(Supply-Chain)
:

1(1)
(Product Offerings)



1(2)
(Core Competencies)

1(3)
()


1(3)

15

2557-2558

16

TQA Criteria for Performance Excellence 2014-2015

1(5)
(Codes of Conduct)




(Carbon Regulations and Trading)

1(1)


1(2)


(Market Segments)

1(2)




1(2)


1(3)


2. (Organizational Situation):

(KEY STRATEGIC CHALLENGES)
(KEY STRATEGIC ADVANTAGES)

. (Competitive Environment)
(1) (Competitive Position)

(2) (Competitiveness Changes)


()
(*)
(3) (Comparative Data)

()

. (Strategic Context)
/

. (Performance Improvement System)

17

2557-2558

18

TQA Criteria for Performance Excellence 2014-2015

:
2


2
/

2





Lean Enterprise Six Sigma Plan-Do-Check-Act ISO ( 9000
14000)

2557-2558

19



(GOVERNANCE system)

1.1 (Senior Leadership):


(60 )

(Personal Actions)

(HIGH PERFORMANCE)
(WORKFORCE) (KEY CUSTOMERS)

. (Vision, Values, and Mission)


(1) (Vision and Values) (SENIOR LEADERS)

(LEADERSHIP
SYSTEM)
(*)

(2)
(Promoting Legal and Ethical Behavior)

1 (Leadership) (110 )

20

TQA Criteria for Performance Excellence 2014-2015

(3) (Creating a SUSTAINABLE Organization)


(WORKFORCE)


(INTELLIGENT RISK taking)
(STRATEGIC OBJECTIVES)
(Organizational Agility)

.
(Communication and Organizational PERFORMANCE)
(1) (Communication) (SENIOR LEADERS)
(WORKFORCE)





/
(2) (Focus on Action)


(INTELLIGENT RISK taking)


(VALUE) (CUSTOMERS)
(STAKEHOLDERS)

2557-2558

21

1.1
7.1 - 7.5
1.1(1)

2.1 2.2
1.1(3)

/
/

(Taking Intelligent Risks)

1.1(3)


( 1.2)
1.1(1)

(Tweets) (Blogging) (Electronic Forums)

1.1(1)

1.1(2)

(Taking
Intelligent Risks)
(Waste) PDCA, Six Sigma, Lean
(Strategic
Objectives) ( 2.2(1))

22

TQA Criteria for Performance Excellence 2014-2015

1.2 (Governance and


Societal Responsibilities):
(50 )

(APPROACH) (GOVERNANCE)

(ETHICAL BEHAVIOR)

. (Organizational GOVERNANCE)
(1) (GOVERNANCE System)




(*)
(EFFECTIVENESS)
(*)

(2) (PERFORMANCE Evaluation)
(SENIOR LEADERS)


(*)


(*)

.
(Legal and ETHICAL BEHAVIOR)
(1) (Legal and Regulatory Behavior)

(Public Concerns)


(PROCESSES) (*)

(*)

(2) (ETHICAL BEHAVIOR)

.
(Societal Responsibilities and Support of KEY Communities)
(1) (Societal Well-Being)


(2) (Community Support)
(KEY communities)


(CORE COMPETENCIES)

23

2557-2558

24

TQA Criteria for Performance Excellence 2014-2015

:
1.2

( 2.1)
( 6)
( 7.4) (
)
(Green Technology) (Carbon
Footprint)

1.2

5.1 6.2
1.2(1)



1.2(2)



1.2(1)

1.2(2)
()



1.2
1.2
( )

/
1.2

(Extra Efforts)

25

2557-2558

26

TQA Criteria for Performance Excellence 2014-2015

2 (Strategic Planning) (95 )

2.1 (Strategy Development):


(45 )

(STRATEGIC CHALLENGES) (STRATEGIC


ADVANTAGES) (STRATEGIC OPPORTUNITIES)
(KEY WORK SYSTEM)
(KEY STRATEGIC OBJECTIVES)
(GOALS)

. (Strategy Development PROCESS)


(1) (Strategic Planning PROCESS)




(Organizational Agility)
(Operational Flexibility)
(2) (INNOVATION)

(STRATEGIC OPPORTUNITIES)

(INTELLIGENT RISK)

(3) (Strategy Considerations)






(4) (WORK SYSTEMS and CORE
COMPETENCIES)


(CORE COMPETENCIES)
(CORE COMPETENCIES)

. (STRATEGIC OBJECTIVES)
(1) (KEY STRATEGIC OBJECTIVES)

(GOALS)
()

(2) (STRATEGIC OBJECTIVES Considerations)


(CORE COMPETENCIES)

27

2557-2558

28

TQA Criteria for Performance Excellence 2014-2015

:
2.1


3.2 6.1 (*)
2.1
(Strategy Development)

( 4.2 )




2.1

(New Core
Competencies)





2.1(2)



(
)

2.1(3)





(Core Competencies)








2.1(3)


2.1(4)



3

29

2557-2558

30

TQA Criteria for Performance Excellence 2014-2015

2.1(1)


(Virtual Manufacturing)

ISO


2.2 (Strategy Implementation):


(50 )

(ACTION PLANS)
(DEPLOY) (MEASURES)
(INDICATORS)
(Comparisons)

.
(ACTION PLAN Development and DEPLOYMENT)
(1) (ACTION PLAN Development)

(STRATEGIC
OBJECTIVES)
(2) (ACTION PLAN Implementation)

(*)

(3) (Resource Allocation)





(Financial
Viability)
(4) (WORKFORCE Plans)

(5) (PERFORMANCE MEASURES)


(KEY PERFORMANCE MEASURES or INDICATORS)
(EFFECTIVENESS)

(ALIGNMENT)

31

2557-2558

32

TQA Criteria for Performance Excellence 2014-2015

(6) (ACTION PLAN Modification)

. (PERFORMANCE PROJECTIONS)

2.2(5)

(Competitors)
(KEY BENCHMARK) (*)

:
2.2


1.1
3

4

(Effective Basis)

5


6
7.1
2.2
( 2.2)

2557-2558

33

3.1 (Voice of the Customer):


(45 )

. (CUSTOMER Listening)
(1) (Listening to Current CUSTOMERS)



(*)


(2) (Listening to Potential CUSTOMERS)


(*)

3 (Customer Focus) (95 )

34

TQA Criteria for Performance Excellence 2014-2015

.
(Determination of CUSTOMER Satisfaction and ENGAGEMENT)
(1) (Satisfaction and ENGAGEMENT)

(*)

(2) (Satisfaction Relative to Competitors)

(industry BENCHMARKS) (*)


(3) (Dissatisfaction)


:
3.1




(Focus Group Findings)
(Blog Comments) (Social Media)

3.1
/
1(1) 2

3.1(1)



Wikis
3.1(1)


(*)
3.1



(
)

3.1(2)


35

2557-2558

36

TQA Criteria for Performance Excellence 2014-2015

3.2 (Customer Engagement):



(50 )

. (Product Offerings and CUSTOMER Support)


(1) (Product Offerings)

(market SEGMENTS) ()

(*)
(2) (CUSTOMER Support)

(3) (CUSTOMER Segmentation)





. (Building CUSTOMER Relationships)


(1) (Relationship Management)

(2) (Complaint Management)





:

3.2


3.2



, , , ,
, , , ,



7.1
7.2
3.2(2)

3.2

37

2557-2558

38

TQA Criteria for Performance Excellence 2014-2015

(Measurement,
Analysis, and Knowledge Management) (100 )




(KNOWLEDGE ASSETS)
(PERFORMANCE)

4.1 (Measurement,
Analysis, and Improvement of Organizational Performance):
(55 )

. (PERFORMANCE Measurement)
(1) (PERFORMANCE MEASURES)






(2) (Comparative Data)

(3) (CUSTOMER Data)


(
)


(*)
(4) (Measurement Agility)

. (PERFORMANCE Analysis and Review)









(*)
. (PERFORMANCE Improvement)
(1) (Best Practices)

(2) (Future PERFORMANCE)


( 4.1)


( 2.2)
(Reconcile)

39

2557-2558

40

TQA Criteria for Performance Excellence 2014-2015

(3) (Continuous Improvement and


INNOVATION) (
4.1)




(*)
:
4.1

2
4.1
7.1 7.5
4.1


4.1(2)

4.1


2.1 2.2

4.1
,
, / ,




(*)

41

2557-2558

42

TQA Criteria for Performance Excellence 2014-2015

4.2 (Knowledge Management,


Information, and Information Technology):
(45 )

. (Organizational Knowledge)
(1) (Knowledge Management)

(2) (Organizational LEARNING)


.
(Data, Information, and Information Technology)
(1) (Data and Information Properties)


(2) (Data and Information Availability)

(*)

(3) (Hardware and Software Properties)


(4) (Emergency Availability)

:
4.2(2)

43

2557-2558

44

TQA Criteria for Performance Excellence 2014-2015

(Workforce Focus) (100 )

5.1 (WORKFORCE Environment):

(45 )

. (WORKFORCE CAPABILITY and CAPACITY)


(1) (CAPABILITY and CAPACITY)

(Certifications)
(Staffing Levels)
(2) (New WORKFORCE Members)

(Ideas) (Thinking)

(3) (Work Accomplishment)


(CORE COMPETENCIES)
/

(4) (WORKFORCE Change Management)





(Staffing Levels)

. (WORKFORCE Climate)
(1) (Workplace Environment)



(2) (WORKFORCE Benefits and Policies)




:
5.1



2 6

45

2557-2558

46

TQA Criteria for Performance Excellence 2014-2015

5.1


,
, ,


5.1

2
5.1(2)
5.2

5.1(4)


/
(Outplacement)
5.1(1)


(Attitudinally Accessible)

5.2 (Workforce Engagement):



(55 )

. (WORKFORCE PERFORMANCE)
(1) (Elements of ENGAGEMENT)

(2) (Organizational Culture)




(Ideas) (Thinking)

(3) (PERFORMANCE Management)

(INTELLIGENT RISK taking)


/

. (Assessment of WORKFORCE ENGAGEMENT)


(1) (Assessment of ENGAGEMENT)




47

2557-2558

48

TQA Criteria for Performance Excellence 2014-2015

(2) / (Correlation with Business RESULTS)

/ 7
/

. (WORKFORCE and Leader Development)


(1) (LEARNING and Development System)

(CORE COMPETENCIES)


/



(2) (EFFECTIVENESS of LEARNING and
Development)

(3) (Career Progression)


:
5.2

5.2(2), 5.2(3)



130
5.2(3)





5.2(2)

7.3 7
5.2


49

2557-2558

50

TQA Criteria for Performance Excellence 2014-2015

6 (Operations Focus) (100 )

6.1 (Work Processes):


(55 )

. (Product and PROCESS Design)


(1) (Design Concepts)

(2) (Product and PROCESS


Requirements)

. (PROCESS Management)
(1) (PROCESS Implementation)

(2) (Support PROCESSES)


/
(3) (Product and PROCESS Improvement)


:
6.1
7.1
6.1(2)

/

6.1(2)


/
6.1(3)

Lean Enterprise, Six Sigma, ISO, PDCA,
,
2

51

2557-2558

52

TQA Criteria for Performance Excellence 2014-2015

6.2 (Operational Effectiveness):



(45 )

. (Cost Control)




(*)
(Inspections) (Tests)
(PROCESS or PERFORMANCE audits) (*)

. (Supply-Chain Management)

.
(Safety and Emergency Preparedness)
(1) (Safety)

(Inspection)

(2) (Emergency Preparedness)




. (INNOVATION Management)

(INTELLIGENT
RISKS)

:
6.2

6.2(2)


4.2
6.2
2.1(2)

53

2557-2558

54

TQA Criteria for Performance Excellence 2014-2015

7 (Results) (400 )

7.1 (Product and Process Results):


(120 )




(*)

.
(CUSTOMER Focused Product and PROCESS RESULTS)



.
(WORK PROCESS EFFECTIVENESS RESULTS)
(1) (PROCESS EFFECTIVENESS and
Efficiency)

(2) (Emergency Preparedness)

. (Supply-Chain Management RESULTS)


7.1

( 4.1), ( 4.2),
( 7.2), (
7.5) 1 1 1-6

1
7.1

1(2)
3.1 3.2
1(2) 3.2


7.1
7.1
6.1 6.2
7.1
,
,
, , ,
, ,
,

7.1

(Supplier and Partner Audits)

55

2557-2558

56

TQA Criteria for Performance Excellence 2014-2015

7.2 (Customer Focused Results):


(75 )


(*)

. (CUSTOMER-Focused RESULTS)
(1) (CUSTOMER Satisfaction)

(2) (CUSTOMER ENGAGEMENT)


(*)
:
7.2

1.(2)
3 3.1
7.2(1)



7.3 (Workforce-Focused Results):


(75 )



(*)

. (WORKFORCE RESULTS)
(1) (WORKFORCE CAPABILITY and
CAPACITY)
(Staffing Levels)

(2) (WORKFORCE Climate)



(*)
(3) (WORKFORCE ENGAGEMENT)

(4) (WORKFORCE Development)

:
7.3

7.3

5
6
2.2
(*) 7

7.3(3)
5.2(1)

57

2557-2558

58

TQA Criteria for Performance Excellence 2014-2015

7.4 (Leadership and Governance Results):


(65 )



(*)

.
(Leadership, GOVERNANCE, and Societal Responsibility RESULTS)
(1) (Leadership)



(2) (GOVERNANCE)

(*)
(3) (Law and Regulation)

(4) (Ethics)

(5) (Society)

. (Strategy Implementation RESULTS)



(INTELLIGENT RISKS)
(CORE COMPETENCIES)
:
7.4(1)
1.1
7.4(2)


7.4(3)

1.2 (
) 7.1(1) 7.3(2)
7.4(4)

1.2(2)
7.4(5)

1.2(1) 1.2(1) 1.2(2)
,
, ,
, (
)
7.4

2.1(1)
2.2(5) 2.2

59

2557-2558

60

TQA Criteria for Performance Excellence 2014-2015

7.5 (Financial and Market Results):


(65 )


(*)

. (Financial and Market RESULTS)


(1) (Financial PERFORMANCE)

(Financial
Viability) (Budgetary Performance)
(*)
(2) (Marketplace PERFORMANCE)


(*)
:

7.5(1)

(ROI), (Operating Margins),

(Liquidity), (Debt to Equity Ratio), (Days
Cash on Hand), ,
4.1(1)
2.2

(Performance to Budget), (Reserve Funds), ,
,
7.5(2)

(Charitable Donationstor Grants)

2557-2558

2557-2558
25 Baldrige


Malcolm
Baldrige National Quality Award Judges Panel 2533

25


2557-2558

(1)
(2)
(3)

61

62

TQA Criteria for Performance Excellence 2014-2015

(Designing and Implementing Work Systems)



(Core Competencies)


2557

(Cultivating and Managing Innovation)









2557-2558

(Mastering Social Media)

(1)
(2)
(3)
(4)

2557-2558



2557-2558 4

: (Preface: Organizational Profile)


:

1 (Category 1: Leadership)
1.1 :

1.2 :

2 (Category 2: Strategic Planning)

2.1 :

(Core Competencies)


(SWOT)

63

64

TQA Criteria for Performance Excellence 2014-2015

3 (Category 3: Customer Focus)


3.1 :

3.2 :

4
(Category 4: Measurement, Analysis, and Knowledge Management)
4.1 :


3

4.2

5 (Category 5: Workforce Focus)


5.1 :

6 (Category 6: Operations Focus)

( 2)
6.1

/
6.2

2557-2558

7 (Category 7: Results)
1 1 1-6

1
7.2 7.3
75
( 7.5 65 )
7.1 :


7.4 :

(Core Values and Concepts)




(Glossary of Key Terms)



65

66

TQA Criteria for Performance Excellence 2014-2015

(How to Respond to the Criteria)



7
(Application Report)
17
( 146-157)

(First Steps)
1. (How to Respond to the Criteria)

( 12-60)
( 146-157)
( 123-145)
( 74-112)

2.
(Understand how to Read and Respond to a Criteria Item)
( 9)




2557-2558

3. (Review the Scoring Guidelines)



( 154-157) ( 1-6)



( 7)

4. (Understand the Meaning of Key Terms)

( 123-145)

5. : (Start with the Organizational Profile)


( 13-18)


/

(Responding to Process Items) ( 1-6)






67

68

TQA Criteria for Performance Excellence 2014-2015

( 1-6)

1. (Understand the Meaning of How)




( 146-147)

(Anecdotal Information)

(Show that approaches are systematic)


/

(Show deployment)

(Show evidence of learning)

(Show integration)

2557-2558

2. (Understand the Meaning of What)


1-6 2
1

2



7

3. (Show Focus and Consistency)


4

( 2)
(Core Competencies)

( 4.1)

( 2) ( 6)

69

70

TQA Criteria for Performance Excellence 2014-2015

7 (Responding to Results Items)


1.
(Focus on your Organizations Most Critical Performance Results)


2.
(Report Levels, Trends, and Comparisons, and Show Integration)

(Report Trends)

(Report Comparisons)

(Show Integration)
( )

2557-2558

(Responding Efficiently)
1. (Cross-Reference when Appropriate)




5.2
5.2

2. (Use a Compact Format)



(Flowcharts) (Bullets)

3. (Use Graphs and Tables)



(
)
100

72 7.1
Six Sigma

(Defects per Million Opportunities)

71

72

TQA Criteria for Performance Excellence 2014-2015

7.1-3 (Defects per Million Opportunities)

.
.
.

50
45
40
35
30
25
20
15
10
3.4 5
(6) 0

2551

2552

2553

2554

2555

2556

2557


2556

.

2557-2558


( 5) 2552



(
)


Six Sigma 2557

73

74

TQA Criteria for Performance Excellence 2014-2015


1-7


(Core Competencies)

/

1. (Organizational Description)

(Understand your Organization)


(Core
Competencies)

2557-2558

75

(Understand your Core Competencies)

(Understand your Regulatory Environment)


/



(Identify Governance Roles and Relationships)


()

(Understand the Role of Suppliers)






76

TQA Criteria for Performance Excellence 2014-2015

2. (Organizational Situation)


(Know your Strengths, Vulnerabilities, and Opportunities)


(1) (Core Competencies)
(2)
(3) (4)

(Know your Competitors)



/


(Conferences)

(Know your Strategic Challenges)



( )

(Prepare for Disruptive Technologies)






(Social Media)

/

(Leadership) ( 1)

1.1 (Senior Leadership)

77

2557-2558

78

TQA Criteria for Performance Excellence 2014-2015

(The Role of Senior Leaders)



(RoleModel Senior Leaders)







1.2
(Governance and Societal Responsibilities)

2557-2558

79


()

(Legal Compliance, Ethics and Risks)


(1)
(2) (3)


(Public Concerns)

(Conservation of Natural Resources)




(Organizational Governance)

80

TQA Criteria for Performance Excellence 2014-2015

(Societal Responsibility)

(Community Support)

(Core Competencies)

(Strategic Planning) ( 2)


(Core Competencies)

2557-2558

81

3

(CustomerDriven Excellence)



(Operational Performance
Improvement and Innovation)
/

(Organizational and Personal Learning)


82

TQA Criteria for Performance Excellence 2014-2015


3
(1)
(2)
(3)








2.1 (Strategy Development)

2557-2558

83

(A FutureOriented Basis for Action)


/



/

(Competitive Leadership)






(Work Systems)


(A Context for Strategy Development)

84

TQA Criteria for Performance Excellence 2014-2015

2.2 (Strategy Implementation)

(Developing and Deploying Action


Plans)




2557-2558

85

(Return on Investment - ROI)


(Return on Invested Capital - ROIC)

(Creating Workforce Plans)


(Performing Analyses to Support Resource Allocation)

86

TQA Criteria for Performance Excellence 2014-2015

(Projecting your Future Environment)







(
)

(Customer Focus) ( 3)






3.1 (Voice of the Customer)

2557-2558

87

/

(Focus Group)


(Actionable Information)

/

/ (Listening/Learning and Business Strategy)





/

(Social Media)

(Customer and Market Knowledge)




(Customer Listening)

88

TQA Criteria for Performance Excellence 2014-2015

(Customers Satisfaction with Competitors)




/


3.2 (Customer Engagement)

(Engagement as a Strategic Action)





/

(Customer Relationship Strategies)




(Complaint Management)


2557-2558

89

4.1
(Measurement, Analysis, and Improvement of Organizational Performance)


(Measurement, Analysis, and Knowledge Management) ( 4)

90

TQA Criteria for Performance Excellence 2014-2015

(Aligning and Integrating your Performance Management System)

(Using Comparative Data)






(Breakthrough)



/ (Core Competencies)

(Selecting and Using Comparative Data)



2557-2558

91




(Core Competencies)


(Analyzing Performance)

(Reviewing Performance)

92

TQA Criteria for Performance Excellence 2014-2015

2557-2558

93

(Understanding Causality)

4.2
(Knowledge Management, Information, and Information Technology)

(Knowledge Management)


//


(Aligning Analysis, Performance Review, and Planning)

94

TQA Criteria for Performance Excellence 2014-2015

(Organizational Learning)



(Information Management)



// /

(Data and Information Availability)


/

(Emergency Availability)





( 6.2)

2557-2558

95






( 2)

5.1 (Workforce Environment)

(Workforce Capability and Capacity)

(Workforce Focus) ( 5)

96

TQA Criteria for Performance Excellence 2014-2015

(Workforce Support)







5.2 (Workforce Engagement)




(Core Competencies)

(HighPerformance Work)



/

2557-2558

97

(Factors in Workforce Engagement)








(Factors Inhibiting Engagement)




(Focus Groups)

(Compensation and Recognition)






(Workforce Engagement and Performance)

98

TQA Criteria for Performance Excellence 2014-2015

(Other Indicators of Workforce Engagement)

(Workforce Development Needs)








/

(Learning and Development Locations)



(E-Learning)
(Distance Learning)

(Individual Learning and Development Needs)



2557-2558

99

(Customer Contact Training)

(Knowledge Transfer)



(Implicit Knowledge)

(Learning and Development Effectiveness)

(Operations Focus) ( 6)

6.1 (Work Processes)

100

TQA Criteria for Performance Excellence 2014-2015

(Work Process Design)







(Work Process Requirements)








(Green Manufacturing)



(Reengineering)

2557-2558

101


/

(Core Competencies)
/

(InProcess Measures)


(Key Support Processes)








(Key ProductRelated and Business Processes)

102

TQA Criteria for Performance Excellence 2014-2015

(Process Performance)



/
(Root Cause)





(*)

(Process Improvement)






(
)
/
Lean, Six Sigma, PlanDoCheckAct
(PDCA)



(Reengineering)

2557-2558

103

6.2 (Operational Effectiveness)

(Cost Control)
Lean
Six Sigma

(SupplyChain Management)


(Core Competencies)
2


(Workplace Safety)



104

TQA Criteria for Performance Excellence 2014-2015

(Emergency Preparedness)



( 4.2)

(Innovation Management)

2
(1)
()
(2)

(Results) ( 7)





2557-2558

105

7 ()

7

7.1 (Product and Process Results)

(Measures of Product Performance)




3.1 3.2

106

TQA Criteria for Performance Excellence 2014-2015

(Examples of Product Measures)






(Product Performance and Customer Indicators)


(1)
(2)
(3)

(Process Effectiveness and Efficiency Measures)




/

107


Six Sigma



ISO 9001

(Measures of Organizational and Operational Performance)






7.2 (Customer-Focused Results)

(Your Performance as Viewed by your Customers)

2557-2558

108

TQA Criteria for Performance Excellence 2014-2015


(
)

(Results that go Beyond Satisfaction)



()

7.3 (Workforce-Focused Results)

(Workforce Results Factors)



()





2557-2558

109

(Workforce Capacity and Capability)

(Workforce Engagement)





7.4
(Leadership and Governance Results)

(Importance of High Ethical Standards)



(Certifications)

110

TQA Criteria for Performance Excellence 2014-2015

(Results to Report)


(Sanctions or Adverse Actions)



5

(Measures of Strategy Implementation)




7.5 (Financial and Market Results)

(Senior Leaders Role)


2557-2558

111

7.5(1)
(Cash Position) (Net
Assets) (Debt Leverage) (CashtoCash Cycle Time)
(Collections) (Billing)
(Receivables)
/

(Appropriate Measures to Report)

112

TQA Criteria for Performance Excellence 2014-2015

(Core Values and Concepts)



( 7)

( 1-6)

2557-2558

113

(Customer-Driven Excellence)



/

(Visionary Leadership)

114

TQA Criteria for Performance Excellence 2014-2015

(Organizational and Personal Learning)


/

(Organizational Learning)


(1)
(2)
(3)

2557-2558

115

(4)
(5)

(1)
(2) /
(3) /
(4)
(5)
(6)
(7)

(Personal Learning)





(Distance Learning)


(1)
(2)
(3)
(4)

116

TQA Criteria for Performance Excellence 2014-2015

(Valuing Workforce Members and Partners)



(Valuing Workforce Members)






(1)
(2)

(3)
(4)

(5)

(6)

(Valuing Partners)

2557-2558

117

(Agility)










118

TQA Criteria for Performance Excellence 2014-2015

(Focus on the Future)









/

/





2557-2558

119

(Managing for Innovation)

(Management by Fact)

/

120

TQA Criteria for Performance Excellence 2014-2015

(Societal Responsibility)

2557-2558

121

(Focus on Results and Creating Value)









(Leading & Lagging
Measures)

122

TQA Criteria for Performance Excellence 2014-2015

(Systems Perspective)

/
(Core Competencies)


( 8)




(Core Competencies)


2557-2558

123

(Glossary)




Strategic Objectives 141

ALIGNMENT:




3

Integration 131

ACTION PLANS:

124

TQA Criteria for Performance Excellence 2014-2015

ANALYSIS:

ANECDOTAL:


Systematic 142

APPLICATION REPORT:


APPROACH:

1-6

1-6
146-157

2557-2558

125

BASIC REQUIREMENTS:


10

BENCHMARKS:




( )

CAPABILITY, WORKFORCE:

CAPACITY, WORKFORCE: ,
Workforce Capacity 145

COLLABORATORS:

Partners 135

CORE COMPETENCIES:





Workforce Capability 145

126

TQA Criteria for Performance Excellence 2014-2015

/
/ (
)

CUSTOMER:
(
)

Stakeholders 139

CUSTOMER ENGAGEMENT:




/

CYCLE TIME:

2557-2558

127

DEPLOYMENT:

1-6

146-157

EFFECTIVE:


(1)

(2)

EMPOWERMENT:


DIVERSITY:

128

TQA Criteria for Performance Excellence 2014-2015

ENGAGEMENT, CUSTOMER:
Customer Engagement 126

ENGAGEMENT, WORKFORCE:
Workforce Engagement 145

ETHICAL BEHAVIOR:

2557-2558

129

GOALS:

GOVERNANCE:

(Corporate Charters) (By-Laws)


(1) /
(2)
(3)




(Stretch Goals)



()

Performance Projections
136

130

TQA Criteria for Performance Excellence 2014-2015

HIGH-PERFORMANCE WORK:







(Flattened Organizational
Structure)




(Core Competencies)

HOW:

( 1-6)
( )

INDICATORS:
Measures and Indicators 134

2557-2558

131






/
Intelligent Risks
132 Strategic Opportunities 141

INTEGRATION:



146-157
Alignment 123

INNOVATION:

132

TQA Criteria for Performance Excellence 2014-2015

INTELLIGENT RISKS :




Strategic Opportunities 141

KEY:




5 ( 5 )

KNOWLEDGE ASSETS:






(Know How)

2557-2558

133

LEADERSHIP SYSTEM:
1)
2) 3)

2








114-116
1-6
146-157

LEARNING:

134

TQA Criteria for Performance Excellence 2014-2015

LEVELS:



MEASURES AND INDICATORS:




()



(1)
(
)
(2) ( - Leading Indicator)
(
)

MISSION:

(Core
Competencies)

MULTIPLE REQUIREMENTS:

10

2557-2558

135

OVERALL REQUIREMENTS:

10

PARTNERS:

Collaborators 125

4
(1)
(2)
(3)
(4)


PERFORMANCE:

136

TQA Criteria for Performance Excellence 2014-2015


()








PERFORMANCE EXCELLENCE:

(1)

(2)
(3)

PERFORMANCE PROJECTIONS:

2557-2558

137

Goals 129


()


()








1 2 4

146-157

PROCESS:

138

TQA Criteria for Performance Excellence 2014-2015

PRODUCTIVITY:

(
)

(
)

PROJECTIONS, PERFORMANCE:
Performance Projections 136

PURPOSE:


//

RESULTS:



146-157
1 2 4

146-157

2557-2558

139

SEGMENT:








/

SENIOR LEADERS:

STAKEHOLDERS:




Customer 126

STRATEGIC ADVANTAGES:


140

TQA Criteria for Performance Excellence 2014-2015

(1) (Core Competencies)



(2)

Strategic Challenges Strategic


Objectives

STRATEGIC CHALLENGES:








Strategic Advantages Strategic
Objectives

2557-2558

141

STRATEGIC OBJECTIVES:


/

()

Action Plans 123







(Relative Risk)
()
Intelligent Risks
132

SUSTAINABILITY:
/
/

/

STRATEGIC OPPORTUNITIES:

142

TQA Criteria for Performance Excellence 2014-2015

SYSTEMATIC:


154-155

TRENDS:

()

2557-2558

143

VALUE:

VALUES:

VISION:

VOICE OF THE CUSTOMER:




144

TQA Criteria for Performance Excellence 2014-2015

WORK PROCESSES:


/

WORK SYSTEMS:


/

WORKFORCE:

(

) ()

2557-2558

145

WORKFORCE CAPABILITY:

(Competencies)


/

WORKFORCE CAPACITY:


WORKFORCE ENGAGEMENT:

146

TQA Criteria for Performance Excellence 2014-2015

2
(1) ( 1-6)
(2) ( 7)

(Scoring Guidelines) 154-157
/


1-6 4 (ApproachA)
(DeploymentD) (LearningL) (IntegrationI) (ADLI)

(ApproachA)



( )
(DeploymentD)


2557-2558

147

(Learning-L)


149

(Integration-I)

( 1 6)






( )
( 151)

148

TQA Criteria for Performance Excellence 2014-2015

7
4 (Level-L) (Trend-T)
(Comparison-C) (Integration-I) (LeTCI)
4

(Level-Le)

(Trend-T)
(
)
(
)
(Comparison-C)


(Integration-I)
()

2557-2558

149

(From Fighting Fires to Innovation):

( 0-5%) (70100%)

1
(Reacting to the Problem) (0-5%)

2
(General Improvement Orientation) (10-25%)

150

TQA Criteria for Performance Excellence 2014-2015

3
(Systematic Evaluation and Improvement)
(30-45%)






(Heat Sensors
and a Sprinkler System)

4
(Learning and Strategic Improvement) (50-65%)

5
(Organizational Analysis and Innovation)
(70-100%)

2557-2558

151

(Steps toward Mature Processes)


( 1-6)

2. (Early Systematic
Approaches) (30-45%)

3.
(Aligned Approaches) (50-65%)

4. (Integrated
Approaches) (70-100%)

1. (Reacting to Problems)
(0-25%)

152

TQA Criteria for Performance Excellence 2014-2015


(Importance as a Scoring Consideration)

/

2.1, 2.2, 3.2, 5.1, 5.2 6.1

(How to Score an Item Response)


( 154-157)
( 50 65)

4 (ADLI)
4 (LeTCI)

1-6 (ADLI) 7 (LeTCI)

( 55%)

2557-2558

153

50% (A Process Item Score of 50%)






50% (A Results Item Score of 50%)



/
/

/

154

TQA Criteria for Performance Excellence 2014-2015

PROCESS SCORING GUIDELINES (For use with categories 1-6)


SCORE
0% or 5%

10%, 15%,
20%,
or 25%

30%, 35%,
40%,
or 45%

50%, 55%,
60%,
or 65%

70%, 75%,
80%,
or 85%

90%, 95%,
or 100%

PROCESS
No SYSTEMATIC APPROACH to item requirements is evident; information is ANECDOTAL. (A)
Little or no DEPLOYMENT of any SYSTEMATIC APPROACH is evident. (D)
An improvement orientation is not evident; improvement is achieved through reacting
to problems. (L)
No organizational ALIGNMENT is evident; individual areas or work units operate independently. (I)
The beginning of a SYSTEMATIC APPROACH to the BASIC REQUIREMENTS of the item is
evident. (A)
The APPROACH is in the early stages of DEPLOYMENT in most areas or work units, inhibiting
progress in achieving the BASIC REQUIREMENTS of the item. (D)
Early stages of a transition from reacting to problems to a general improvement orientation are
evident. (L)
The APPROACH is ALIGNED with other areas or work units largely through joint problem solving.
(I)
An EFFECTIVE, SYSTEMATIC APPROACH, responsive to the BASIC REQUIREMENTS of the item,
is evident. (A)
The APPROACH is DEPLOYED, although some areas or work units are in early stages of
DEPLOYMENT. (D)
The beginning of a SYSTEMATIC APPROACH to evaluation and improvement of KEY PROCESSES
is evident. (L)
The APPROACH is in the early stages of ALIGNMENT with your basic organizational needs
identified in response
to the Organizational Profile and other process items. (I)
An EFFECTIVE, SYSTEMATIC APPROACH, responsive to the OVERALL REQUIREMENTS of the
item, is evident. (A)
The APPROACH is well DEPLOYED, although DEPLOYMENT may vary in some areas or work
units. (D)
A fact-based, SYSTEMATIC evaluation and improvement PROCESS and some organizational
LEARNING, including INNOVATION, are in place for improving the efficiency and EFFECTIVENESS
of KEY PROCESSES. (L)
The APPROACH is ALIGNED with your overall organizational needs identified in response to the
Organizational Profile and other process items. (I)
An EFFECTIVE, SYSTEMATIC APPROACH, responsive to the MULTIPLE REQUIREMENTS of the
item, is evident. (A)
The APPROACH is well DEPLOYED, with no significant gaps. (D)
Fact-based, SYSTEMATIC evaluation and improvement and organizational LEARNING, including
INNOVATION, are KEY management tools; there is clear evidence of refinement as a result of
organizational-level ANALYSIS and sharing. (L)
The APPROACH is INTEGRATED with your current and future organizational needs identified in
response to the Organizational Profile and other process items. (I)
An EFFECTIVE, SYSTEMATIC APPROACH, fully responsive to the MULTIPLE REQUIREMENTS of
the item, is evident. (A)
The APPROACH is fully DEPLOYED without significant weaknesses or gaps in any areas or work
units. (D)
Fact-based, SYSTEMATIC evaluation and improvement and organizational LEARNING through
INNOVATION are KEY organization-wide tools; refinement and INNOVATION, backed by ANALYSIS
and sharing, are evident throughout the organization. (L)
The APPROACH is well INTEGRATED with your current and future organizational needs identified
in response to the Organizational Profile and other process items. (I)

2557-2558

155

(Process Scoring Guidelines) ( 1-6)

0% or 5%

10%, 15%,
20%,
or 25%

30%, 35%,
40%,
or 45%

50%, 55%,
60%,
or 65%

70%, 75%,
80%,
or 85%

90%, 95%,
or 100%

( 1-6)

(A)
(D)
(Improvement Orientation) (L)

(I)
(A)

(D)
(L)

(I)
(A)
(D)
(L)

(I)
(A)
(D)

(L)

(I)
(A)
(D)


(L)

(I)

(A)

(D)


(L)

(I)

156

TQA Criteria for Performance Excellence 2014-2015

RESULTS SCORING GUILDELINES (For use with category 7)


SCORE

0% or 5%

10%, 15%,
20%,
or 25%

30%, 35%,
40%,
or 45%

50%, 55%,
60%,
or 65%

70%, 75%,
80%,
or 85%

90%, 95%,
or 100%

RESULTS

There are no organizational PERFORMANCE RESULTS and/or poor RESULTS in areas


reported. (Le)
TREND data either are not reported or show mainly adverse TRENDS. (T)
Comparative information is not reported. (C)
RESULTS are not reported for any areas of importance to the accomplishment of your
organizations MISSION. (I)
A few organizational PERFORMANCE RESULTS are reported, responsive to the BASIC
REQUIREMENTS of the item, and early good PERFORMANCE LEVELS are evident. (Le)
Some TREND data are reported, with some adverse TRENDS evident. (T)
Little or no comparative information is reported. (C)
RESULTS are reported for a few areas of importance to the accomplishment of your
organizations MISSION. (I)
Good organizational PERFORMANCE LEVELS are reported, responsive to the BASIC
REQUIREMENTS of the item. (Le)
Some TREND data are reported, and a majority of the TRENDS presented are beneficial. (T)
Early stages of obtaining comparative information are evident. (C)
RESULTS are reported for many areas of importance to the accomplishment of your
organizations MISSION. (I)
Good organizational PERFORMANCE LEVELS are reported, responsive to the OVERALL
REQUIREMENTS of the item. (Le)
Beneficial TRENDS are evident in areas of importance to the accomplishment of your
organizations MISSION. (T)
Some current PERFORMANCE LEVELS have been evaluated against relevant comparisons
and/or BENCHMARKS and show areas of good relative PERFORMANCE. (C)
Organizational PERFORMANCE RESULTS are reported for most KEY CUSTOMER, market,
and PROCESS requirements. (I)
Good to excellent organizational PERFORMANCE LEVELS are reported, responsive to the
MULTIPLE REQUIREMENTS of the item. (Le)
Beneficial TRENDS have been sustained over time in most areas of importance to the
accomplishment of your organizations MISSION. (T)
Many to most TRENDS and current PERFORMANCE LEVELS have been evaluated against
relevant comparisons and/or BENCHMARKS and show areas of leadership and very good
relative PERFORMANCE. (C)
Organizational PERFORMANCE RESULTS are reported for most KEY CUSTOMER, market,
PROCESS, and ACTION PLAN requirements. (I)
Excellent organizational PERFORMANCE LEVELS are reported that are fully responsive to the
MULTIPLE REQUIREMENTS of the item. (Le)
Beneficial TRENDS have been sustained over time in all areas of importance to the
accomplishment of your organizations MISSION. (T)
Evidence of industry and BENCHMARK leadership is demonstrated in many areas. (C)
Organizational PERFORMANCE RESULTS and PROJECTIONS are reported for most KEY
CUSTOMER, market, PROCESS, and ACTION PLAN requirements. (I)

2557-2558

157

(Results Scoring Guidelines) ( 7)

0% or 5%

10%, 15%,
20%,
or 25%

30%, 35%,
40%,
or 45%

50%, 55%,
60%,
or 65%

70%, 75%,
80%,
or 85%

90%, 95%,
or 100%

( 7)

(Le)
(T)
(C)
(I)

(Le)
(T)
(C)
(I)

(Le)
(T)
(C)
(I)
(Le)
(T)
/
(C)

(I)

(Le)

(T)

/
(C)

(I)

(Le)
(T)
(C)

(I)

158

TQA Criteria for Performance Excellence 2014-2015

1 Independent Review
2 Consensus Review

>550

>350

Feedback Report

3 TQA Full Site Visit

3 TQC Site Visit

>650

(TQC)

(TQA)

(TQA)
(TQC)

Feedback Report

2557-2558

159

(Office of Thailand Quality Award: OTQA)





(TQA National Committee)




2

1)

2)

(TQA Assessors)


(Feedback Report)










1 2545 12 2546
2 2546 4 2547

3 2547 26 2548
4 2548 5 2549
5 2549 30 2550
6 2550 12 2551
7 2551 12 2552
8 2552 21 2553
9 2553 24 2554
10 2554 25 2555
11 2555 1 2556