(pmqa) . . 255

1
??????????????????????????????????????? (PMQA)
?? ?.?. 2551
???????????????? ?????????????? ??????????????????
??? (PMQA Public Sector Management Quality Award)
2
??????? 4 ??? Module 1 ???????? ??????
?????????????? Module 2 ?????????????????????? M
odule 3 ????????????????????????? Module 4
???????????? ???????? ?????? Module 5
????????????????? 9 ???????
3
Module 5

• ????????????????? 9 ???????
• 0 ?????????????????????????
• ??????????????????????? 1
• ??????????????????????? 2
• ??????????????????????? 3
• ??????????????????????? 4
• ??????????????????????? 5
• ??????????????????????? 6
• ??????????????????????? 7
• ??????????????????????? 8
• ??????????????????????? 9

4
0
?????????????? ??????????? ??????????????
5
1. Envisioning ???????????
2. Activating ???????
3. Supporting ????????
4. Installing ?????????
5. Ensuring ??????
6. Recognizing ??????
6
1. Business Environment ????????????
2. Business Ecosystem ???????????
3. Business Design ???????????
4. Leadership Style ????????????????
5. Organizational Values ????????????
6. Management Process ???????????????
7. Knowledge Management Systems ?????????????????
8. Performance Measures ?????????????????
7
1. Preparing for Change ???????????
1.1 Define change management strategy
????????????
1.2 Prepare change management team ????????????
1.3 Develop sponsorship model
??????????????
2. Managing Change ???????????
2.1 Develop change management plans ????????
2.2 Take action implement plans
?????????????
3. Reinforcing Change ????????
3.1 Collect analyze feedback
?????????????
3.2 Diagnose gap manage resistance
??????????????
3.3 Implement collective actions
?????????????
8
Establish the 10 Winning Conditions
1. Correct diagnosis of the change
challenges. ???????????????????
6. Rapid strategic decision making and
deployment. ???????????????
2. Early development of shared
understanding. ???????????????
7. A human flywheel of commitment.
?????????????????
8. Identification and management of sources
of resistance. ????????????????
3. Enrichment of shared understanding
????????????????????????
9. Follow - through on changing
organizational enablers. ?????????????????????
?????????
4. Establishment of a sense of urgency.
????????????????
5. Creation of a limited and focused
strategic agenda. ???????????????????
10. Demonstrated leadership commitment.
????????????????????????
9
1. Raising Awareness
????????????????
2. Communication for Consensus
?????????????????????????
3. Building Trust / Commitment
?????????????????
4. Changing Culture
???????????????
5. Measuring / Evaluation ??????
?????????
6. The Players Roles / Responsibilities
?????????????????????
7. Sustain change through Learning
???????????????????
8. Make change Fun
???????????????????
10
??????????? ??????????????
9
??????????????? ????????????
8
????????????? ??????????
7
???????????? ????????????
6
5
???????????????? ???????
????????????? ??????????????
4
??????????? ?????????????????
3
?????????????? ???????????
2
????????????? ????????????????
1
11
??????????????????????? 9 ???????
????????????? ????????????????
1
??????????? ??????????????
?????????????? ???????????
2
9
??????????????? ????????????
??????????? ????????????????
3
8
????????????? ??????????
4
7
????????????? ??????????????
5
6
????????????? ??????????
???????????? ????????????
12
1
???????????? ?????????????? ????????????????????
13
Stakeholder
1. Customers
2. Employees / Unions
3. Investors / Partners
4. Suppliers / Media
5. Community
6. Government / Local gov.
7. Consumer / Industry Associations
8. Competitors
14
?????????????????????? KANO
15
Stakeholder
16
Stakeholder need
?????????????? ?????????????????????????????
??????????????????????? ????????????????????
17
Stakeholders Loyalty Equation
Attitude (Commitment)
Behavior (Continue with)
Loyalty


18
Customer/Market Segmentation
1

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

Customer Segmentation
Category

• Demographic data

• ???? ??? ??????? ??????

• Behavioral data

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

• Psychographic data

• ????????? ???????? ???????????

• Firmographic data

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

19
Customer/Market Segments
??????????
?????????????
???? ??? ????????????
????????? ????? ??????
??? ?????? ??? ??????? ????????/????????
????????
????????
?????????????? ????????? ?????? ?????????
????? ???????? ????????? ??????? ??????????????
20
Customer Requirements Determination
2

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

Customer Listening and Learning Approaches
Customers
Approach
????????
?????
????

• Direct contracts

• Focus groups

• Complaints

• Customer surveys

• Customer visits

• Sales transactions

• Customer contract staff feedback

• Trade show

• Phone calls

21
2
?????????? ??????????????????
22
???????????????????????????????
?????????????????????????
????????????????????????
????????????????????
???????????????????????????????
???????????????
????/ ????
????????????????????
??????
??????????????????????????
???????????????
??????????????
???????????????
23
The Principles
VISION
Behavior
Processes
Attitude
Systems
REALITY
24
Organization Change - Depth of Intervention
Deepest
Paradigm ???????????
We have to recreate the business. Change recreate
the total enterprise.
We have to change the way that we think and
act. Change vision, values
Cultural ????????
Strategic ???????
We need to refocus. Change objectives, strategies
We just need to do it better. No change to
mission,values
Operational ?????????
Shallow
25
Organizational Change Process
1. Unfreezing ?????????????
1.1 Motivation for change ?????
1.2 Impediments ????????????
2. Change ???????????
2.1 Well define objectives ?????????????
2.2 Communication ???????
2.3 Plan Leader team resource ??????? ?????
??? ????????
2.4 Stakeholder management
?????????????????????????????
2.5 Plan for resistance to change
??????????????????????????????
3. Refreezing ????????
3.1 Institutionalize change
???????????????
3.2 Overcome lingering resistance to change
???????????????????????
26
Force - Field Analysis
Internal Forces ????????
External Forces ?????????

• Profitability
• Low moral

• Customer demand
• Competition

Driving Forces ??????

• Passive resistance
• Resources

• Distributor inertia
• Regulations

Restraining Forces ???????
27
The Strategic Change Flywheel
20
Change agent
70
Sitting on the fence
10
Oppose the new direction
28
Common Reasons for Perceived Resistance
1
Lack of information or awareness
2
Lack of involvement
3
Lack of leadership commitment
4
Outdated rewards and recognition
5
Lack of proof in positive outcomes
29
Building Awareness and a Sense of Urgency
1
2
Benchmarking
CEO presentation
7
3
Stakeholder presentation
Newsletters / videos
Awareness
4
6
Customer and employee surveys
Publication of key performance indicators
5
Management by walking around
30
3
???????????????? ??????????
31
???????????????????? PMQA
?????????? ??????? ???????????

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

???????????
Risk Management Individual Scorecard
HR Scorecard
2 ????????? ???????????
5 ??????????? ???????
??????? 1 ??????????
1 ????? ??????
??????? 2 ??????
7 ??????? ??????
??????? 3 ???????????
3 ??????????? ???????????? ????????????????
6 ????????? ?????????
??????? 4 ??????????????
IT KM
4 ?????? ????????? ???????? ???????????????????
PMQA
32
PMQA Management the Organization
Approach
Principle
Process
Deployment
Process
Practice
Practice
Performance
Measuring
Learning
Performance
Evaluation
Innovation
Learning
Improvement
33
Path to Performance Excellence
P
1
2
3
Strategic Leadership
Lead the organization
1 / 2 / 5 / 11
A
C
4
7
D
Organizational Learning
3 / 4 / 6 / 10
Improve the organization
Execution Excellence
Manage the organization
7 / 8 / 9
34
?????????? ???? 1-6ADLI
Integration I
PDCA Alignment
Approach A
Learning L
Result
Plan
Check/Share/Act
Deployment D
Do
35
?????????? ???? 7LeTCLi
Level Le
Goal
Linkage Li
Trend T
KRA KPI
Trend
Key Measure
Compare C
Benchmark
36
??????????????? ???? 1 12 ?????
?????????
?????????????????
??????
How ADLI
????? (1)
?????????? ????????? ?????? 1.1
?
????? (2)
1.1
????? (3)
?
????? (4)
????? (5)
What 3R
?
????? (6)
????? (7)
????? (8)
?????????? ????????? ?????? 1.2
?
????? (9)
????? (10)
1.2
?
????? (11)
?
????? (12)
37
????????????????????????????? ???? 7 ????
38
????????????????????????????? ?????? 17 ??????
39
?????????????????????????????? ???????????
10 9 8 7 6
5 4 3 2 1 0
Score
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
Item
40
4
???????????????? ???????????????
41
Strategic Planning Model
??????
Past Performance
Organization Objective
??????????4????
KPIs
3
4
1
2
Strategic Goals
????????
???????
42
Strategic Planning Process
1
2
3
4
5
????????? ??????
????????? ?????
??????? ?????????
????????????????
?????????????
????????????? ??????
???????????????????????
?????????????????
??????????
???????????
- Pest Analysis Impact Analysis
- Self Assessment - TQA Roadmap
- Strategy Map - Performance Projection -
Roadmap
- SWOT Analysis - Vision/Mission - Corporate
Objectives - Balanced Scorecard
- Gap Analysis
43
Strategic Planning
?????????? ??????? ???????? (????????)
???????????
????????????
O
-T
S
-W
?????????? ??????? ???????? (?????)
?????????????????????
?????????????????????
???????????? ??????????? (Map)
?????? ???????? ?????????? (Card)
?????? ???????
44
1
???????????? ????????????
45
PEST Analysis
???????? - ??????????????????????
- ??????????????????????
- ????

- ??????????????????????????
- ???????????????????????
????
- ?????????????????? ????? - ????????????????

- ???????????????
- ??????????????????????

- ????????????????????
- ????????????????????????????
????
- ???????????????
- ?????????????
???????? - ????????????????????
- ?????????????

- ?????????????????
- ?????????????

- ???????????????
- ?????????????????????

- ???????????????????? ????????? - ???????????????
????????????
- ????????????????????????????????
- ?????????????

- ????????????????????????
- ???????????????????
?????????
46
External Environment Model ???.
6. ????????????????????????? - ??????? -
??????????? - ??????????????????? - ???. - ???. -
??. - ??????????? - ??????????????? (????????
??????????? ) - ??????????? - ????????? -
???????????????? - ????. - ???. -
?????????????? - ??????????????????????? ????? -
??????????? /??? - ??????????????????? -
???????????? - ??????? ????? ???? ?????? -
??????????????????????? ?????????????? -
????????????????????????
4. ???????????? ?????????????? ??????????? -
?????????? - ????????? - ?????????????????? -
?????????????????????? - ?????????????????? -
????????????? - ???????????????????
1. ???????? - ??????????????????? -
???????????? - ????????? ???. - ????????????? -
?????????????????? - ??? 10
2. ???????? - ????????? - ?????????????? -
????????????? - ?????????? - ???????????? ?? ?? -
?? ????????????
3. ????? - ?????????????? ??????? -
?????????????????????? - ???????????????? -
???????????????????? - ???????? - ???????
????????? - ???????? - ???????????????? -
5. ??????????? ??????????? - ??????????? -
??????????? - ???????? -
47
???????????????
?????????? ???????????
1
2
3
4
??????
????????? ??????????
??????? ???????????
?????????????????????

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

48
2
???????????? ???????????
49
PMQA Framework
P ???????????????????? ???????????
???????????? ?????????????
5. ??????????? ?????????????
2. ????????? ?????????????? ??????????
1. ????? ??????
7. ??????? ????????????
3. ??????????????? ?????????????????? ????????????
????????
6. ????????? ?????????
4. ?????? ???????????? ???????????????????
50
??????????????
?????????? ???????????
1
2
3
4
?????? ?????????
????????? ??????????
??????? ???????????
?????????????????????

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

51
3
???????????? ???????????
52
????????????????
1
2
3
?????????????????
????? (??? KPI)
??????????????
?????????? ???????????
????????
??????????

???????
??????
?????? / ???????

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

????????????? ????????????? ?????????????? ???????
????
????????????????? ?????????????? ?????????????????
??? ?????????
53
?????????????????
??????????? (PMQA 6 ????)
. ???????
. ???????
. ???????
???????? (?????)
??????
??????
??????
????????????
54
?????????????????
??????????? (PMQA 6 ????)
??????? ???????
??????? ???????
??????? ???????
?????/ ????????
?????????? ???????????
?????????? ???????????
?????????? ???????????
?????????? ???????????
?????????? ???????????
?????????? ???????????
????? ???????
????? ???????
????? ???????
????????????
55
4
??????????? ?????
56
BSC Balanced Scorecard Policy Deployment
Concept
57
BSC Concept
BSC objectives
Do things right
Do the right things
Do the right things right
58
BSC Concept
Lead Indicators
Lag Indicators
59
Strategy Kaplan Norton
???????????????
???????????????????? ?????????????????????????????
????????????????????
??????????????
??????????????????????
?????????? ??? ???????
???????????????????? ?????????????????????????????
??
???????????????????? ????????????????????????????
??
????????????????????????????
???????????????????? ????????????????????????????
???????????????? ?????????????????????
60
Strategy Kaplan Norton
Mission Why we exist
Values Whats important to us
Vision What we want to be
Strategy Objective Our game plan
Strategy Map Translate the strategy
Balanced Scorecard Measure and Focus
Target and Initiatives What we need to do
Personal Objectives What I need to do

• Strategic Outcomes
• Satisfied shareholder
• Delight customer
• Efficient Effective Process
• Motivated Prepared workforce

61
????????????? 1 (Strategy Map)
Vision
Mission / Values
??????????????????????? 4 ????
Goals (4 years)
???? 7
BSC
??????? / ????????
??????????
???????
??????
??????? / ????????
??????
?????????
???????????
????????? / ???????
???????????
??????????????
????????? / ???????
62
????????????? 2 (Strategy Map)
Vision
Mission / Values
Goals (4 years)
??????????????????????? 4 ????
??????????
???? 7
??????? / ????????
???????????
??????????????
??????
??????? / ????????
???? 1-6
?????????????
????????? / ???????
63
Strategy Map PMQA
Vision / Mission / Values
???????????? 4 ??
Results
7.3 ??????????? ???????????
7.4 ??????????? ???????????
7.1 ??????????? ??????????
7.2 ??????????? ??????
System
1.2 ????????????? ????????
6.1 ????????? ???????????
3.2 ???????????? ?????????
4.2 ??????????? ???????????
6.2 ????????? ????????
5.2 ?????????????? ????????
5.3 ???????????? ???????????
5.1 ???????
Driver
1.1 ???????????
2.1 ???????? ???????
4.1 ????????? ?????????
2. 2 ???????????? ?????????
3.1 ???????????????? ?????????????
64
Map Card BSC Concept
Strategy Map
Strategy Card
Targets The level of performance or rate of
improvement needed
Initiatives Key action programs required to
achieve targets
Measures How success or failure (performance)
against objectives is monitored
Objectives What the strategy is trying to
achieve
Strategic Theme Operating Efficiency
Profits and RONA
Financial
Fewer planes
Grow Revenues
Attract Retain More Customers
Customer
On-time Service
Lowest prices
Targets
Initiatives
Measures
Internal
Fast ground turnaround

• 30 Minutes
• 90

• Cycle time optimization

• On Ground Time
• On-Time Departure

Learning
Ground crew alignment
65
?????????????????? 1
Strategy Card PMQA
1
2
3
Measures
Objectives
Initiatives
?????????????
?????????????? (?????????????)
??????????
???????????
??????????
???????? ????? 1
???????? ????? 2
??????? ????? 3
????????
KPI
????????????? ??????????? ????????????? ???????? ?
??????????? ??? ?????????????
1 ???????? ??????????? ???? 1 ?????
???????
22
22
22
22
????? ???????????
22
22
22
22
66
????? 6 Objectives Deployment
???????????
????????????? (?????/???? ????/???)
???????????? ?????? ??????????????
1
C1
???????????? ?????? ??????????????
2
1
C1
??????????
3
2
???????????? ?????? ??????????????
4
3
1
5
C1
4
2
6
5
3
7
6
4
7
5
6
7
67
Map Card BSC Concept
Longer Term (3-5 year) View
Shorter Term (Annual) View
Strategy and Map
Vision
Objectives
Milestones
Accountable
Targets
Initiatives
Measures
Mission
Resource Alloc.
F1

• 04 xx
• 05 xx
• 06 xx

• Grow high-margin service

• revenue from high-margin services

Financial
F2

• Provide personalized care

• Customer satisfaction survey rating

• Survey drafted by 6/04

• Mkg. Team

• xxxx

• Develop organization- wide survey

• 04 xx
• 05 xx
• 06 xx

Customer
C1
To provide top-notch healthcare to our community
Be the community hospital of choice

• Service level spot check rating

• Electronic notes project

• Dept. Chairs

• Complete by 2004
• All patients logged in

• xxxx

• Keep patients informed

P1

• 04 xx
• 05 xx
• 06 xx

Internal
P2

• Provide technology resources

• new technology used by staff

• Learning assessment project

• HR Committee

• xxxx

• 04 xx
• 05 xx
• 06 xx

• Deadline met

Learning
L4
Strategy Leadership
Tactics Management
68
5
????????? ?????????? ???????
69
?????????????? ?????????????
B
A
B
A
???????????
B
A
??????? ???????
A
??????? ????????
B
B
??????? ?????????
C
C
????
70
Program - Project form
?????? / ???????????????????????
?????????????? / ??????
??????? / ???????????
?????? / ????????
???????
?????????????
????????
????????
????????????
????????????
71
Program - Project form
72
???????????????? ?????????????
???????????? ??????
???????????? ????????????????
???????????? ????????
73
Project Management
B
A
D
C
E
74
Project Management
C
B
E
A
D
75
Organization Change
??????????
??????????
?????
????????
????????
?????????????
?????
?????
????????
????????
?????????????
??????????
?????
????????
????????
?????????????
??????????
??????????
?????
????????
?????????????
?????????
??????????
?????
????????
?????????????
????????
??????????
???????????
?????
????????
76
6
??????????????? ???????????
77
???????????????????????????????????????????
4
1
??????????????????????????
??????????????? ??????????????????????????

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

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

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

??????????????????????? ?????????????
??????????? ????????????????????? ???????????
??????? ??????????

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

• ????????????????????? ??????????

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

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

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

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

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

????????????? ??????????????????????
5
2

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

3

• ???????????????????????

• ??????????????????????????????

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

78
Human Resource Management
?????????????????????
??????????????????????
????????????????????
????????????????
?????????????????
???????????????????????????
79
Organizational Chart
80
Communications Channels
81
7
????????????? ?????????????
82
PMQA Tools ?????????????????? ???????????????????
????
83
CUSTOMER and MARKET MANAGEMENT SYSTEM Complaint
Management Customer Relationship Management
Customer Satisfaction Determination Customer
Segmentation and Knowledge Determination Product
and Service Features Determination
CUSTOMER and MARKET MANAGEMENT SYSTEM Complaint
Management Customer Relationship Management
Customer Satisfaction Determination Customer
Segmentation and Knowledge Determination Product
and Service Features Determination
CUSTOMER and MARKET MANAGEMENT SYSTEM Complaint
Management Customer Relationship Management
Customer Satisfaction Determination Customer
Segmentation and Knowledge Determination Product
and Service Features Determination
CUSTOMER and MARKET MANAGEMENT SYSTEM Complaint
Management Customer Relationship Management
Customer Satisfaction Determination Customer
Segmentation and Knowledge Determination Product
and Service Features Determination
CUSTOMER and MARKET MANAGEMENT SYSTEM Complaint
Management Customer Relationship Management
Customer Satisfaction Determination Customer
Segmentation and Knowledge Determination Product
and Service Features Determination
Click on any Baldrige Best Practice or Best
Practice System below to view it and its links to
all other Best Practices
Click on any Baldrige Best Practice or Best
Practice System below to view it and its links to
all other Best Practices
Click on any Baldrige Best Practice or Best
Practice System below to view it and its links to
all other Best Practices
Baldrige Best Practices Information Thank you for
viewing and using the application level
(abbreviated) versions of TQI's Total Baldrige
Management System. A complete version of each
Baldrige Best Practice (see list below),
including detailed process steps, decision logic,
adaptation instructions, organizational
acceptance guidelines, implementation steps,
process performance metrics, and total system
integration to the Total Baldrige Management
System is also available. The complete version
has active hyperlinks to more than 100 Baldrige
Best Practices and Baldrige Application
Information Capture Response Templates so you are
really getting a totally integrated system of
Baldrige Best Practice Management Processes. Each
Baldrige Best Practice is sent to you
electronically upon receipt of payment. Note
Unlike the password-protected abbreviated
versions on this website, the complete Best
Practice versions are not password protected and
are sent to you electronically in MS Visio so
then can be easily edited, copied, and
printed. Pricing and Ordering Information Click
for Baldrige Best Practices List and Individual
Pricing Please email (tqi_at_msn.com) or call (Toll
free 1 877 387-2547 Direct 1 425 444-4386)
for more information or to offer improvement
suggestions. Paul Steel
Click on any Baldrige Best Practice or Best
Practice System below to view it and its links to
all other Best Practices
Baldrige Best Practices Information Thank you for
viewing and using the application level
(abbreviated) versions of TQI's Total Baldrige
Management System. A complete version of each
Baldrige Best Practice (see list below),
including detailed process steps, decision logic,
adaptation instructions, organizational
acceptance guidelines, implementation steps,
process performance metrics, and total system
integration to the Total Baldrige Management
System is also available. The complete version
has active hyperlinks to more than 100 Baldrige
Best Practices and Baldrige Application
Information Capture Response Templates so you are
really getting a totally integrated system of
Baldrige Best Practice Management Processes. Each
Baldrige Best Practice is sent to you
electronically upon receipt of payment. Note
Unlike the password-protected abbreviated
versions on this website, the complete Best
Practice versions are not password protected and
are sent to you electronically in MS Visio so
then can be easily edited, copied, and
printed. Pricing and Ordering Information Click
for Baldrige Best Practices List and Individual
Pricing Please email (tqi_at_msn.com) or call (Toll
free 1 877 387-2547 Direct 1 425 444-4386)
for more information or to offer improvement
suggestions. Paul Steel
Click on any Baldrige Best Practice or Best
Practice System below to view it and its links to
all other Best Practices
STRATEGIC PLANNING SYSTEM Annual Operation Plan
Formulation Deployment Plan Formulation Resource
Allocation-Redirection Risk Management Strategic
Assessment Strategic Assumptions
Development Strategic Resource Commitment Strategy
Development
STRATEGIC PLANNING SYSTEM Annual Operation Plan
Formulation Deployment Plan Formulation Resource
Allocation-Redirection Risk Management Strategic
Assessment Strategic Assumptions
Development Strategic Resource Commitment Strategy
Development
STRATEGIC PLANNING SYSTEM Annual Operation Plan
Formulation Deployment Plan Formulation Resource
Allocation-Redirection Risk Management Strategic
Assessment Strategic Assumptions
Development Strategic Resource Commitment Strategy
Development
STRATEGIC PLANNING SYSTEM Annual Operation Plan
Formulation Deployment Plan Formulation Resource
Allocation-Redirection Risk Management Strategic
Assessment Strategic Assumptions
Development Strategic Resource Commitment Strategy
Development
STRATEGIC PLANNING SYSTEM Annual Operation Plan
Formulation Deployment Plan Formulation Resource
Allocation-Redirection Risk Management Strategic
Assessment Strategic Assumptions
Development Strategic Resource Commitment Strategy
Development
HUMAN RESOURCE MANAGEMENT SYSTEM Career
Progression Employee Performance
Management Employee Performance Review Employee
Recruitment Employee Work Climate
Assessment Learning and Development Work
Organization and Management Workplace Environment
Improvement
HUMAN RESOURCE MANAGEMENT SYSTEM Career
Progression Employee Performance
Management Employee Performance Review Employee
Recruitment Employee Work Climate
Assessment Learning and Development Work
Organization and Management Workplace Environment
Improvement
HUMAN RESOURCE MANAGEMENT SYSTEM Career
Progression Employee Performance
Management Employee Performance Review Employee
Recruitment Employee Work Climate
Assessment Learning and Development Work
Organization and Management Workplace Environment
Improvement
HUMAN RESOURCE MANAGEMENT SYSTEM Career
Progression Employee Performance
Management Employee Performance Review Employee
Recruitment Employee Work Climate
Assessment Learning and Development Work
Organization and Management Workplace Environment
Improvement
HUMAN RESOURCE MANAGEMENT SYSTEM Career
Progression Employee Performance
Management Employee Performance Review Employee
Recruitment Employee Work Climate
Assessment Learning and Development Work
Organization and Management Workplace Environment
Improvement
KNOWLEDGE MANAGEMENT SYSTEM Analysis Benchmarking
and Comparison Data, Information, and Knowledge
Reliability Evaluation Information Hardware and
Software Design Knowledge Creation Knowledge
Management Knowledge Sharing Performance and
Knowledge Metrics Selection and Use
KNOWLEDGE MANAGEMENT SYSTEM Analysis Benchmarking
and Comparison Data, Information, and Knowledge
Reliability Evaluation Information Hardware and
Software Design Knowledge Creation Knowledge
Management Knowledge Sharing Performance and
Knowledge Metrics Selection and Use
KNOWLEDGE MANAGEMENT SYSTEM Analysis Benchmarking
and Comparison Data, Information, and Knowledge
Reliability Evaluation Information Hardware and
Software Design Knowledge Creation Knowledge
Management Knowledge Sharing Performance and
Knowledge Metrics Selection and Use
KNOWLEDGE MANAGEMENT SYSTEM Analysis Benchmarking
and Comparison Data, Information, and Knowledge
Reliability Evaluation Information Hardware and
Software Design Knowledge Creation Knowledge
Management Knowledge Sharing Performance and
Knowledge Metrics Selection and Use
KNOWLEDGE MANAGEMENT SYSTEM Analysis Benchmarking
and Comparison Data, Information, and Knowledge
Reliability Evaluation Information Hardware and
Software Design Knowledge Creation Knowledge
Management Knowledge Sharing Performance and
Knowledge Metrics Selection and Use
1

• LEADERSHIP SYSTEM
• Communication Effectiveness
• Fiscal Accountability and Transparency
• Governance System Structure
• Leadership Process
• Organizational Performance Management
• Organizational Sustainability
• Priority Determination and Decision Making
• Succession Planning

PROCESS MANAGEMENT SYSTEM Implementation Improveme
nt Key Processes Determination Process
Control Process Design, Development, and
Delivery Process Requirements Determination Proces
s Simplification Process Supplier and Partner
Management
PROCESS MANAGEMENT SYSTEM Implementation Improveme
nt Key Processes Determination Process
Control Process Design, Development, and
Delivery Process Requirements Determination Proces
s Simplification Process Supplier and Partner
Management
PROCESS MANAGEMENT SYSTEM Implementation Improveme
nt Key Processes Determination Process
Control Process Design, Development, and
Delivery Process Requirements Determination Proces
s Simplification Process Supplier and Partner
Management
PROCESS MANAGEMENT SYSTEM Implementation Improveme
nt Key Processes Determination Process
Control Process Design, Development, and
Delivery Process Requirements Determination Proces
s Simplification Process Supplier and Partner
Management
PROCESS MANAGEMENT SYSTEM Implementation Improveme
nt Key Processes Determination Process
Control Process Design, Development, and
Delivery Process Requirements Determination Proces
s Simplification Process Supplier and Partner
Management
84
2

• STRATEGIC PLANNING SYSTEM
• Annual Operation Plan Formulation
• Policy Deployment
• Plan Formulation
• Resource Allocation-Redirection
• Risk Management
• Strategic Assessment
• Strategic Assumptions Development
• Strategic Resource Commitment
• Strategy Development

85
3

• CUSTOMER and MARKET MANAGEMENT SYSTEM
• Customer Relationship Management
• Customer Satisfaction Determination
• Customer Segmentation / Knowledge Determination
• Complaint Management
• Product and Service Features Determination

86
4

• KNOWLEDGE MANAGEMENT SYSTEM
• Analysis
• Benchmarking and Comparison
• Data, Information, and Knowledge Reliability
• Evaluation
• Information Hardware and Software Design
• Knowledge Creation
• Knowledge Management
• Knowledge Sharing
• Performance / Knowledge Metrics Selection

87
5

• HUMAN RESOURCE MANAGEMENT SYSTEM
• Career Progression
• Employee Performance Management
• Employee Performance Review
• Employee Recruitment
• Employee Work Climate Assessment
• Learning and Development
• Work Organization and Management
• Workplace Environment Improvement

88
6

• PROCESS MANAGEMENT SYSTEM
• Implementation
• Improvement
• Key Processes Determination
• Process Control
• Process Design, Development, and Delivery
• Process Requirements Determination
• Process Simplification Process
• Supplier and Partner Management

89
8
????????? ????????? ????????????
90
Systematic Thinking
SIPOC PDCA TQA/PMQA
??????????? ??? ???????????????????? Stakeholders
????????????????? ???????????? (Strategy Map) PMQA
???? 7
?????? ????????? PMQA 6 ????
??????????????????? ?????????? Strategic
Plan Action Plan
P
Customers need
Input Supplier plan
Process requirement
Output spec
D
Input
Process
Customer (outcome)
Output
Supplier
??????? QCDSMEE
C
???????? SIPOC
A
91
SIPOC Model / Value chain model
Supplier
Performance Measurement
Leading indicator Check point Process
indicator Efficiency Means ???????
Lagging indicator Control point Result
indicator Effectiveness End ????????
92
SIPOC Model / Value chain model
??????? ??????? KPI Target

• Outcome
• 1
• ???????????
• ???????????

supplier 111

• ??????
• ????
• ?????????
• 1
• Output
• Spec1
• Spec2
• Spec3

input 11
??????? 1
supplier 112
input 12
supplier 121
??????? 2
input 13
supplier 131
??????? 3
??????? 4
??????? 5
93
Performance based Management Process
94
????????????????
Action Plan
Action
Result
Strategy
C1
??????? ????????
???????????????????????
??????
F1
???????????????????????????????????????????
?????????
?????????
???????
???????
P1
?????????????????????????????
??????????? ??????????????
Pre-implementation evaluation
Implementation evaluation
Post-implementation evaluation
Formative evaluation
Summative evaluation
95
????????????????
Action Plan
Action
Result
Strategy
Pre-implementation evaluation
Implementation evaluation
Post-implementation evaluation
Formative evaluation
Summative evaluation
Concept
Action
Change
96
??????????????
1. ???????????????????????????
2. ??????????????????????????
3. ????????????????????????
4. ?????????????????????
5. ????????????????????????????????
6. ???????????????
7. ???????????????
8. ?????????????????? ???????
9. ?????????????????????????
97
???????????????????????
1. ??????? ???????????????????
??
2. ??????
????????????????
3. ????????? ???????????
4. ??????
????????????????
5. ??????? ????????????????????
?
6. ?????????
??????????????????
98
???????????????????
4
A
D
3
2
1
?????? ??????
9
8
7
6
5
4
3
2
1
?????? ????? PMQA
???????????? ???????????
?????? / ???????
1
2
3
4
5
6
7
8
1
B
C
2
3
4
5
99
BSC Concept Cockpit
100
Cockpit Room
101
9
??????????? ??????????????
102
Gaps in Service Quality
??????????? ?????????
Knowledge Gap 1

????????????????? ????????????????????
Standards Gap 2

??????????????? ???????????????????????
Service Gap 5
Delivery Gap 3
?????????? ???????????
????????? ????????? ????
Communication Gap 4
????????? ????????? ????????????????
103
?????????????????
??????????? (PMQA 6 ????)
. ???????
. ???????
. ???????
???????? (?????)
??????
??????
??????
????????????
104
??????????? (Learning)
???????????
?????????????????? ??????????????
??????????????
??????????? ??????????? ??????????????
105
AAR After Action Review

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

106
What are Communities of Practice (CoP) ?

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

107
????????????????????????
????????????????????????????????????
Priority Area ???????
Scoring Guideline
Context
?????????????????
Critical Issues
????????????????????
Experience Sharing
Concept
??????/???????????? (????????????????)
Application
???????????