Best Practices TQC Winner 2006

BEST PRACTICES
TQC WINNER
2006

BEST PRACTICES
TQC
Winner 2006

1
ISBN

12-15
1025 10400
0-2619-5500 630, 631, 632, 633, 636
0-2619-8086
0-2619-8085
www.tqa.or.th
tqa@ftpi.or.th
2551
978-974-258-429-0
3,000

Best Practices
5
6
()

10
35
()

62
72

Behind the Scenes

.. 2545

.. 2549 2
()

()

.

TQC WINNER 2006 BEST
PRACTICES

(Thailand Quality Class)

() .. ()

TQC .. 2547 .. 2549

TQC

()

() ..

() (Modern Retailing)

(License) 7-Eleven
.. 2532

34,147 ( 31 2551)

76

1.
2.

PRACTICES

HR Plan

24 ./

(
)

.. 2537
(Outlet-Payment Service Provider)

6,000 75

7-Eleven

()

1.
2.

.. 2540

PRACTICES

Best
Practices
2006
()

() .. -

() (Modern Retailing)

( )

.. 2470
Totem Store .. 2489

Seven Eleven () 07.00 - 23.00 .

24
34,147 ( 31 2551)

(License) 7-Eleven

7 2531
1 2532

.

4 7-Eleven


PRACTICES
10
5-7-11
(Philosophy)

(Vision)
(Mission)

Harmony

(Corporate Culture) 5-7-11
5 Principles : (Must) A C I O T

A (Achievement Orientation) - :

C (Customer Service Orientation) - :

I (Integrity) - :

O (Organizational Commitment) - :

T (Teamwork and Cooperation) - :

7 Values : (Want)

11 Leadership : (Need)


PRACTICES
11

PRACTICES
12

PRACTICES
13

Facility
Management
eXta

Bakery Cafe
Kudsan
Catalog Order
BPI
MD
()
()

(FC)

(Corporate Store)

(Franchise Store)

PRACTICES
14

(Sub Area License Stores)

4

7-Eleven

76
10 1 18 ( .. 2550)

. 10

'4%00
'4%008EVKIX
'4%00*SVIGEWX

x

*
*
1 .. 2546 - . 2552
10

PRACTICES
15
(Best Practices)
(HR Principle) (Human

Resource Information System : HRIS)

Process
Input
Output/Outcome
HR Principle
Vision &
Mission
Strategic
Challenges &
Objectives
Corporate
Strategy
Core
Competency
(ACIOT)
Organizational
Structure
HR
Strategy
Perfomance
Management
Recruitment &
Selection
Learning &
Development
Reward
System
Work Environment
Management
Employee
Well-Being
Career
Development &
Succession Plan
High Performance
Organization
Business Results
(Customer & Business
Focus)
Organization Capability
(Competency Profile)
HRIS
Review
2 CP ALL HR System

PRACTICES
16
1.

(Aggressive Recruitment Program)

HR Plan
4,500 76 10

3,000 (Aggressive Recruitment Program)
7-Eleven

() ()

1.1

700 ( .. 2551)

1.2 24 -

1.3 21

3

PRACTICES
17

1.4

.. 2538

. .

38 (
.. 2551) 2

4 8

1.5

/

1.6 ./

.

1.7

1.8 WE ARE CP ALL

PRACTICES
18

1.9

1.10

2

1.

1.

2.

3.

(EQ)
4.
5.
6.

2.

1.


PRACTICES
19
2. /

3. 5
3.1
3.2
3.3
3.4
3.5

4.

4.1
4.2
4.3
4.4
4.5 /
4.6 /
4.7
4.8
4.9
4.10
5.

6. (

)
7.
PRACTICES
20

1.

.

2.

7-Eleven
3.
24

4.

1.

'4%00
'4%00*SVIGEWX
l

x

*
*
3 .. 2546 - .. 2549

PRACTICES
21
2.

1
..
2546
2547
2548
2549
2550

32,839
35,022
36,491
37,405
45,411
%
0%
0%
0%
0%
0%
2.

1. (Exit Interview)

2.

3.

4.

5.

PRACTICES
22

1.

2.

3. CEO HR

4.

5.

6. Call Center

7. Internet

8.

5-7-11
()

Work Shop AGM. Up

3

1.


PRACTICES
23

2.

3.

Workshop
5-7-11

5-7-11
Feedback
PDCA

Vote Role Model
ERI2
(
)

5-7-11 5 Core Competencies - 7 Values 11 Leadership

2
ERI = Employee Relationship Index

PRACTICES
24
1.

Leadership

Flash

Leadership
LEADERSHIP

6 Leadership

PRACTICES
25

1.1

24 3 8

(Field Consultant : FC)

FC. Conference (FC)

FC Conference

FC 1

3 - 5 FC

1.2

()
Lotus Notes Program Flash

1.3

Lotus Notes Program Flash
ESI (Employee Satisfaction Index

)
HRA. (Human Resource Assistant)

PRACTICES
26
7 1

8 2

PRACTICES
27

2.

1.

2.

3.

3

.. 2548 - .. 2550

3 ( 14 2551)

2

()
()
43
47
240
5,145
86
320
5,791

a. -
b.
c.
d.
e.
f. + ()
g. + ()

= 968
= 2,429
= 1,644
= 320
= 104
= 240
= 86
= 5,791

PRACTICES
28

1.

2. SAVEQ3

3.

4.

5.

6.

1

SAVEQ :
S : Service
A : Assortment
V : Value
E : Environment
Q : Quality
PRACTICES
29
uu
xxo
'SYRXV]2SVQ

+PSFEP2SVQ

2%
2SVQ
x2!
x2!

2SVQvk

k2SVQvk
9 .. 2549 - .. 2550
ruu

o

o
vl
l

x2!

x2!

10 .. 2549 - .. 2550

PRACTICES
30

3. Vote 7-11 Role Model

Vote Role Model 11 Leadership

( 11 )
11 Vote 7-11 Role Model

4,900 ( 24 2551)

1. ( Lotus Notes)
2,483

2. () 489

3. ()
1,928

1
2
3
4
5
6
7
8
9
10
11

13,432
13,200
12,533
12,188
11,962
11,705
11,482
11,457
11,455
11,365
10,720

6,257
5,771
5,535
5,491
5,175
5,052
5,002
4,988
4,945
4,920
4,482

12 Vote 7-11 Role Model

19,457
19,203
18,068
17,453
17,176
16,632
16,625
16,507
16,484
16,310
15,202

Vote Role Model (11 Leadership) 623

( 630 )
PRACTICES
31
4.

5-7-11

Competency

KSA (Knowledge, Skill,

Attitude) 2

1.
2.

Computer Base Learning

On the Job Training

1.

1)
2)
3)
4)
5)

6)
7)

2.


PRACTICES
32
3

/
2
1

(FC)

0 - 4
6 - 8
6 - 8
1

1. (Leadership)

CEO

2.

HR

HR DNA

HR

HR DNA
HR
5-7-11


PRACTICES
33

1.

Competency
(Individual Development Plan : IDP)

2.

1%

PRACTICES
34

(COUNTER SERVICE CO., LTD CS)
26

.. 2537
(Outlet-Payment Service Provider) CS
6,000 75
(Convenience Store) 24
(Department Store/Super Center) CS

100

1

1

..
2537
2538
2539
7-Eleven 10
2540
2541

-
- ( ())
- ( ())
2542
24
2544
2545
2547
Online

2549
Smart purse
PRACTICES
35
CS

CS
CS

CS 1

(Vision)

(Mission)
1.

2.
3.

4.
5.

6.
(Value)
(Culture)
(Achievement Orientation)
(Customer Service Orientation)
(Integrity)
(Organizational Commitment)

(Teamwork and Cooperation)

PRACTICES
36

2542
2543
Vision :

24 .

PRACTICES
37
HRM : Personal & Administration

Bottom - Up Productivity
IT :
CS PAYMENT SERVICE

Mission :

1.

2.

Vision :

1 CS

2544 - 2545
2549 - 2551
2552 - 2553
Vision :

Real Time
IT :
IT :
IT :

Web
Online Real Time
CS Client Support
Online
Data Center

5

ORGANIZATION DEVELOPMENT
HRM : Competency Model
HRM : Competency Based Management
TQA
ISO 9001 : 2000
Improve through TQM
IT :
CS Data Controller

.. 2550

Vision :

Mission :

1.

2.
2546 - 2548

Mission :

Vision :
3.
1.

Real Time

2.

4.

3.
Mission :

Vision :
5.

1.

4.

24 .
6. (
2. 5.

Mission :

)

1. 3.
6. (

)

4.

2. (TQM)

3.

CS
2 4

7-11

Billing 1

7-11 .

Billing 2

Non 7-11 .

7-11 .

Billing 3

Non 7-11 .

CS CS-TQM (Counter

Service-Total Quality Management) 3
Dr.Noriaki

Kano (Kanos House of Quality)

(Intrinsic Technology) (Employee
Satisfaction & Motivation Approaches) 3 (Concept)
(Techniques) (Promotion Vehicles)


PRACTICES
38
7 QC Tools
7 new QC Tools
Statistical
Techniques
Numerical Analysis
PROMOTION VEHICLES
Market-in
Next Process
Process Oriented
Standardization
Prevention
P-D-C-A
Management by Fact
Company Goal & Strategy
TECHNIQUES
CONCEPTS
Customer Satisfaction
Corporate Goal
Bee Mission
STF, PMT
ISO
Daily Management
Ant Mission
Suggestion System
Employee Satisfaction & Motivation Approaches

Intrinsic Technology
3 CS-TQM TQM Dr.Noriaki Kano

CS .. 2544

( Concept)

Plan-Do-Check-Act (PDCA)

(Management by Fact)

7 QC Tools

Ant Mission Bee Mission

2 Techniques

3 Promotional Vehicles

2
Policy Management (Corporate

Goal), Balanced Scorecard : BSC
Cross Functional Bee Mission, PCS
Bottom up Activity Ant Mission, 7 /Safety
Daily Management ISO 9001 : 2000
PRACTICES
39
2 CS
CS

Corporate Goal : Policy Management

CG
2540

5 . 2542
.

Ant Mission
Small Group Activity

QCC
2543

Bee Mission
Cross Functional Team
2543

Balanced Scorecard Balanced Scorecard
2543

PCS : Perfect
Effective
Communication & Communication
Services
2543

CS- TQM
Total Quality
Management : TQM
2544
ISO 9001 : 2000
ISO 9001 : 2000
2546

TQA
Thailand Quality
Award
2547


PRACTICES
40

CS

( 3) 7-Eleven

7-Eleven (Non 7-Eleven
) CS 2
CS
CS CS Client Support
CS
CS Payment Service ( 4)

3 CS

7-Eleven
Non 7-Eleven
7-Eleven
Non 7-Eleven

(/)
CS

CS Client Support

CS Data Controller

CS Payment Service
3.

2.

1.

4 CS
PRACTICES
41
CS

CS

()

CS

CS

CS

100 ( 5)
.. 2549 CS 2 5 ( 6)
QCC (Quality
Control Circle) (Thailand Quality Class) ( 3)
kl

5
PRACTICES
42
kk

kk

'7
'7
kk
kk
6 CS .. 2549

3 CS

/
/
2546
ISO 9001 : 2000
()
2547

ICQCC 2005
2548 - Golden QC Prize (Service)
- Silver QC Prize (Service)
( - )
2549 2

(.)

(Thailand Quality Class : TQC)

PRACTICES
43
(Best Practices) CS

CS
CS

1.

(Voice of Customer)

/

(Management by Fact)

Voice of Customer

Focus Group

CS

(Customer) (Stakeholder)
CS

7-Eleven (Non 7-Eleven)
(Client) CS
.

CS
PRACTICES
44
(Outlet)
CS 1

(Data) (Information)
(Customer Knowledge)

(Customer) (Stakeholder)
CS
10 4

4 /

/

Website
24

24 Call Service
Suggestion Box

(Market Survey)
From Wikipedia, the free encyclopedia

PRACTICES
45

7-Eleven/
Non 7-Eleven

/

-
(Client)
CS
(Supplier)

Business
Review

We are counter

2

CS

PRACTICES
46

CS

24
Website Call Service Call Service

24

(Suggestion Box)

CS
We are counter

(Client) Business Review

CS

(Market Survey)

CS
(Customer)

(Outlet)


PRACTICES
47

/
CS CS

(Client) /

CS
/

/ CS CS

CS CS
CS

CS

/
CS

CS

CS Database
Monthly Meeting
Quarterly Meeting
( 7)


PRACTICES
48
Channels
Customer &
Stakeholder
Website
www...
CS
Client
Business Review Meeting
-
CS Employee

We are Counter
Customer

Website

Suggestion Box
Supplier

Qutlet

VOC
Center
Stakeholder Needs, Wants, Expectations
7 Voice of Customer Management

CS

( 5)

(Outlet) /

Non 7-Eleven

Sign
Board
( 6)

PRACTICES
49
5 /

7-Eleven

Non 7-Eleven

7-Eleven
Non 7-Eleven
/
1.
2.
3.

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

6 /

7-Eleven
Non 7-Eleven

Exclusive

Convenience Store

Sign Board

5
CS /

PRACTICES
50
CS CS
Online Real Time
User Request
( 7)

7 /

1. 1.1 (Client)

(Online Real time)

1.2

User Request
1.3

2.1

7-Eleven

( - )
3. CS
4.
5.
2.

2.2

Non 7-Eleven

PRACTICES
51
2.

CS

CS

CS

8

CS

/
Requirement/
/

No

Requirement &
UR
Yes

UR
UAT Complete
Pilot Test
No
Yes
Gosoft

No
Yes
/
Rollout /

8 CS
PRACTICES
52

10 .. 2540 -

.. 2550 CS Call Services
24

.. 2540 CS Call Services
24
Call Services

.. 2541 CS

.. 2542 CS

24
CS

CS 5 1
6,000 4,500 24
CS

CS
CS

CS 400

CS

CS Pieces & Parts

(P&P) Payment Service Barcode 2 2 in 1 Innovation
CS Data controller CS Client Support

.. 2541 CS
Pieces & Part (P&P) Nixdorf Hardware

.. 2544 CS P&P
POS 4 P&P

PRACTICES
53

1. Online Smart purse ()

2. 7-Eleven (

2 7-Eleven )

3.

(Personnel Computer & Printer)

4.

CS
CS Data Controller
.. 2541 CS
CS
CS Data Controller
CS CS CS

2 in 1 Innovation

.. 2545 CS

CS

CS 7 ()

CS Payment Service

CS
Payment Service Barcode

Key in ()
Scan Barcode 3 Scan Barcode

CS
CS Client Support
Text file


PRACTICES
54

CS
.. 2547 - .. 2548 CS Online (Online system)

2540 Call Services
2541 P&P (Pieces & Part)
2542 24
2543
2544 2 in 1 Innovation
2545 CS Payment Service
(Barcode) 2
CS Data controller
2546 CS Client Support
2547 Online System
2548 Sending data by Web
Online Ordering & instantly delivering

.. 2549 0.02

9 - 11


PRACTICES
55

oo
oo
l

oo
l

l

x

x
x
xx

x
x
xx

x lx
x
l
9

oo
oo

oo

lk

lk

lk

x

x
x
xx

x
x
xx

x
x
x
10
(Client)
oo

oo

oo

l
'7

l
'7

l'7

y
ll

y
llx

x

xy
xl
lx

'7
x
x
xx
yll

'7
x
x
x
l
l
l'7
yll
11 (Outlet)
PRACTICES
56

CS 1

1.
CS

CS

2. CS

CS
CS

3. CS 1 CS

4. CS
CS
CS

CS

5. CS

CS


PRACTICES
57

CS

CS CS

1.

2.

CS

CS

CS
Online
Internet

PRACTICES
58
Behind
the Scenes
()

()

.. ()

283 1

60,000 4,500


.. 2547 .. 2549

/
2545 ()
ISO 9001 : 2000
2546 Golden Ant 2001

IEIAC 2003 :
2547

GMP

()

PRACTICES
62

/
Cool Ant

(International Convention on Quality
Control Circles - ICQCC 2004)

2548

ISO
14001 & OHSAS 18001

Diamond Power
2

TCQCC 2005

()

2549

ISO/IEC 17025

( - )
QC Prize
Diamond
Thailand Quality Prize 2006

PRACTICES
63

.. 2540

TQM (Total Quality Management)
5 ( .. 2541 - .. 2545)

.. 2541

Safety
Ant Mission
Bee Mission

.. 2542 TQM
7 ( )
(Perfect Communication and
Service : PCS) .. 2541 ( Safety
Ant Mission Bee Mission)

.. 2543

.. 2541 - .. 2542
ISO 9001 : 2000
(IC Cycle - Internal Communication Cycle)

.. 2544 .. 2541 - .. 2543
ISO 9001
(Total Quality
Management : TQM) TQM


PRACTICES
64

2550 Learning Organization

2549 Learning Organization

2548 Knowledge Management

2547 TQC
2546 TQA
2545 (TQM : Total Quality Management)
2544 (7, Safety, Ant Mission, Bee Mission, PCS, ISO 9000)
2543 (7, Safety, Ant Mission, Bee Mission, PCS, ISO 9000)
2542 (7, Safety, Ant Mission, Bee Mission, PCS)
2541 (Safety, Ant Mission, Bee Mission)
TQM
LO

.. 2545 TQM

7

Channels , Call Center, POS1/SC2 System, Survey & Internet, FC3/LSM4 &
Supplier, 7-Eleven Global Network /Media & Magazine & Trade Exhibition

.. 2545 5 .. 2546 .. 2550 .. 2546 TQM TQA

(Thailand Quality Class : TQC) .. 2547 .. 2549

(TQA) 1

1 .. 2541 - .. 2550
POS : Point of Sales

SC : Store Controller
POS
3
FC : Field Consultant
FC Conference
3 - 5 1 FC
4
LSM : Local Store Marketing
1
2

PRACTICES
65

7 Pro

1. Ant Mission (

(QCC) 5 - 7 /)

2. Bee Mission (

Top Down )

3. 7 (, , , , , )

4. Safety

5. PCS (Perfect Communication & Service)

6. ISO 9001 : 2000

(Community

of Practice)

8

19
4,500 24


PRACTICES
66

1. Balanced Scorecard

CG System5

2. ISO 9001 : 2000, QSS6 Standard, ISO 14001

3. TQM

Bee Mission, Ant Mission, Baby Ant

4.

3

1. 2.

3.

TQM

(Total Quality Management :

TQM) .. 2545 Dr.Noriaki Kano

(KANOs House of Quality) TQM
TQM

TQM

TQM

CG System

6
QSS Standard : Quality Store System Standard
5

PRACTICES
67

TQM

7

1. Market-in

2. Next Process

3. Fact & Data 3

4. P-D-C-A

5. Process Oriented

6. Teamwork

7. Total Commitment
7 QC Tools
7 New QC Tools
Statistical Methods
Other QC
Techniques
PROMOTION VEHICLES
Market - In
Next Process
P-D-C-A
Fact & Data
Process Oriented
Standardization
Prevention
Goal & Satisfaction
TECHNIQUES
CONCEPTS
Employee Satisfaction
Policy Management
Daily Management
Cross Functional
Management
Bottom - Up
Activity
Motivation and Technology

General Education + Political Stability
2 KANOs House

PRACTICES
68

TQM 7
7, Ant Mission
CG System

Customer Satisfaction Employee Satisfaction

3 TQA

TQM

(MBNQA - Malcolm Baldrige National

Quality Award, Six Sigma, BSC) (ISO ) (JSA, Deming Prize, Dr.Kano)

TQM TQA

1... .. 2546 TQA
TQA PDCA

Plan - Owner Working Group

Do - Working Group TQA Criteria Application Report

Check - Self - assessment

Act -

2... .. 2547 TQA TQC
(
TQC .. 2545 .. 2546) (
TQA .. 2546)

3... .. 2548 (Self-assessment)


PRACTICES
69

TQC

1.

2. 3 KANOs House

3.

4. TQA

5. TQA

TQA

6. TQA Assessor
TQA

7.

TQC

7 5 7
TQC

TQA Workshop

TQA 2007

OFI (Opportunity for Improvement)

5 TQC
.. 2547 ()
.. 2548 ..
.. 2549 ()

PRACTICES
70

1 CSR : Corporate Social Responsibility

(Succession Plan)

2 Balanced Scorecard

3 CRM : Customer Relation Management

4 (Knowledge Management : KM)

(Innovation) IT

5

(Individual Development Plan : IDP)

6 QSSI (Quality Store System Inspection :

) ISO 9001

7 Benchmarking

OFI
TQA
OFI 3
1
Mystery
Shopper8

(TQA)

Mystery Shopper

8

PRACTICES
71

(COUNTER SERVICE CO., LTD. : CS)
26
.. 2537
(Outlet - Payment Service Provider)

.. 2537

10

.. 2539

7-Eleven

3

PRACTICES
72
.. 2540
100

7-Eleven

x

.. 2542


PRACTICES
73

PRACTICES
74

2542
2543
Vision :

24 .
HRM : Personal & Administration

Bottom - Up Productivity
IT :
CS PAYMENT SERVICE

Mission :

1.

2.

Vision :

2544 - 2545
2549 - 2551
2552 - 2553
Vision :

Real Time
IT :
IT :
IT :

Web
Online Real Time
CS Client Support
Online
Data Center

5

ORGANIZATION DEVELOPMENT
HRM : Competency Model
HRM : Competency Based Management
TQA
ISO 9001 : 2000
Improve through TQM
IT :
CS Data Controller

.. 2550

Vision :

Mission :

1.

2.
2546 - 2548

Mission :

Vision :
3.
1.

Real Time

2.

4.

3.
Mission :

Vision :
5.

1.

4.

24 .
6. (
2. 5.

Mission :

)

1. 3.
6. (

)

4.

2. (TQM)

3.

4

(.. 2540 - .. 2541)

Corporate Goal
3 (Corporate Goal : CG)

(Command Line Goal : LG ) (Department Goal : DG)

(.. 2542 - .. 2545)

7-Eleven 24

Bottom Up Productivity

7 (7/Safety)
5

(Small Group Activity QCC)

Ant Mission

Bee Mission

(Cross Functional)

Ant Mission

PRACTICES
75

PCS (Perfect Communication & Services : PCS)

Balanced Scorecard

Balanced Scorecard

4

Total Quality Management (TQM)

TQM

.. 2547 -
TQM .. 2545
TQM

(Thailand Quality Award : TQA)

2547-2551 TQA : Thailand Quality Award
2546
ISO 9001 : 2000
2545 TQM : Total Quality Management
2543 Balanced Scorecard/Ant Mission/Bee Mission/PCS
2542
7S, Safety
2540-2541 Corporate Gold : CG
3
PRACTICES
76
Corporate Goal :
CG
Policy Management
2540

7/Safety
2542

Ant Mission
Small Group Activity QCC
2543

Bee Mission
2543

Balanced Scorecard Balanced Scorecard
2543

PCS : Perfect
Communication &
Services
2543

CS - TQM
Total Quality Management :

TQM
2544

ISO 9001 : 2000
ISO 9001 : 2000
2546

TQA
Thailand Quality Award
2547
Cheer & Share
Knowledge Sharing
( KM)
2549


PRACTICES
77
Balanced
Scorecard
Balanced Scorecard
7/Safety
Ant Mission
5

Small Group Activity QCC /
/

Bee Mission
/
/
Cross functional

.. 2546

.. 2547
Counter Service

.. 2547 85%
.. 2548 91%

.. 2547
Non 7-Eleven

.. 2546
1.01%
0.47% .. 2547

PRACTICES
78

Bee Mission


.. 2549

()
84% 77% (
Bee Mission
5 3.85)

.. 2544

23.82 10.35
56.55%
.. 2548
Outlet
80%
-
PCS : Perfect
Communication &
Services
CS - TQM

P-D-C-A
QC Story

Total Quality
Management : TQM
ISO 9001 : 2000 ISO 9001 : 2000
TQA
Thailand Quality Award
Cheer & Share
Knowledge Sharing
( KM)

PRACTICES
79
TQM

(Total Quality Management :
TQM) .. 2544

TQM

TQM
TQM

Intranet

TQM
Dr.Noriaki Kano CS-TQM (Counter Service - Total Quality Management)

7 QC Tools
7 new QC Tools
Statistical
Techniques
Numerical Analysis
PROMOTION VEHICLES
Market - In
Next Process
Process Oriented
Standardization
Prevention
P-D-C-A
Management by Fact
Company Goal & Strategy
TECHNIQUES
CONCEPTS
Corporate Goal
Bee Mission
STF, PMT
ISO
Daily Management
Ant Mission
Suggestion System
Employee Satisfaction & Motivation Approaches

4 CS-TQM Dr.Noriaki Kano

PRACTICES
80

(Concepts) Market-In Next Process
(Standardization)

(Techniques) P-D-C-A CS-CI Cycle (CSContinuous Improvement Cycle)

7 QC Tools
Bottom up Activity Ant/Bee
Mission STF (Special Task Force Team) (Suggestion System)
7

(Promotion Vehicles)

(Policy Management)
Corporate Goal
(Daily Management) ISO
9001 : 2000
2

Ant/Bee Mission

CS-TQM

QC Story & TQM Concept


PRACTICES
81

1 ()

TQM
Concept Market-In Next Process

2 ()

3 - 6

TQM Concept Fact&Data

3 ()

3
TQM Concept Process Oriented

4

5W1H (What -
When - Where - Who - Why -

How - )
TQM Concept P-D-C-A

5 4

TQM Concept

P-D-C-A Prevention

6

TQM Concept Prevention

7

TQM Concept Standardization

PRACTICES
82
Step 7

Step 6
10

15

Step 5
10

Step 4
15

Standardization
Prevention
P-D-C-A
Step 3 ()
15

Process Oriented
Step 2 ()
18

Fact & Data

Step 1 ()
7 Steps of QC Story
10

Next Process
Market - In
TQM Concepts
5 Ant Mission QC Story & TQM Concepts

Ant Mission
2 TQM Concepts & QC Story
7 QC Tools Workshop
Coach

Ant Mission 2
QCC QC Prize

( - ) QC

Bee Mission
(Cross Functional)
.. 2550 Project
Management Methodology (PMM) Cross Functional


PRACTICES
83

3

1.

2.

3. Cheer & Share TQA ..

2549 TQA Ant Mission

3 Ant Mission

2547 Smile Episode I

CS

CS

C5-SD-01-00-17


PRACTICES
84
2547 Smile Episode I IQCC 2005

Changwon, Korea
2548 Smile Episode I
7-Eleven

Version Version

C5-SD-01-00-18

Silver Prize
( - )
2548 Super Ant

Set up Set up
Website Manual Online
Supplier
( Retail link)
C5-SD-01-00-01

Golden QC Prize (Service)
( - )

PRACTICES
85


-

TQA

TQM 3
TQM

(Thailand Quality
Class : TQC) .. (.. 2547) ..
() (.. 2548) ..
() (.. 2548)

.. 2547
Application Report
Application Report

(Feedback Report)

.. 2548
Application Report

PRACTICES
86
3 .. 2549 Category
Leader

Application Report

Category Leader

4 - 5
1
CS-TQM 2
Balanced Scorecard 3 Market-In
TQM .. 2549


PRACTICES
87

()

1.

2.

3.

4.

5.

6.

7.

8.

9.

()

1.

2.

3.

....().................................................................................................................
........................................................................................................................................................

1.

2.

3.
20

21
30

31
40

41 - 50

60
4.
20,000
20,000 - 50,000
50,000 - 100,000

100,000 - 150,000
150,000

1.
2.

3.

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/ TQA ............................................................................................
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-
()
- ........................................................................... ...................................................................
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0-2619-8085
12 - 15 1025 10400

20

43/2549
.

15 1025
10400

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BEST PRACTICES

TQC .. 2547 .. 2549

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

(HR Principle) (Human

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

Work Shop AGM. Up

TQC WINNER 2006 BEST

ERI = Employee Relationship Index

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

11 Vote 7-11 Role Model

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

HRM : Personal & Administration

TQC WINNER 2006 BEST

Company Goal & Strategy

Employee Satisfaction & Motivation Approaches

3 CS-TQM TQM Dr.Noriaki Kano

Corporate Goal : Policy Management

Small Group Activity

Cross Functional Team

Balanced Scorecard Balanced Scorecard

ISO 9001 : 2000

ISO 9001 : 2000

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

From Wikipedia, the free encyclopedia

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

2540 Call Services

2541 P&P (Pieces & Part)

2545 CS Payment Service

2546 CS Client Support

2547 Online System

2548 Sending data by Web

Online Ordering & instantly delivering

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

(IC Cycle - Internal Communication Cycle)

TQC WINNER 2006 BEST

POS : Point of Sales

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

Goal & Satisfaction

Motivation and Technology

TQC WINNER 2006 BEST

(MBNQA - Malcolm Baldrige National

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST

TQC WINNER 2006 BEST