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  • BESTPRACTICES

    TQC WINNER

    2006

  • BESTPRACTICESTQCWinner2006

    12-15

    102510400

    0-2619-5500630,631,632,633,636

    0-2619-8086

    0-2619-8085

    www.tqa.or.th

    tqa@ftpi.or.th

    1 2551

    ISBN

    978-974-258-429-0

    3,000

  • 5

    6

    BestPractices() 10

    35

    BehindtheScenes() 62

    72

  • ..2545

    ..25492

    ()

    ()

    .

    TQCWINNER2006

    BESTPRACTICES

  • TQCWINNER2006

    BESTPRACTICES6

    (ThailandQualityClass)

    ()..()

    TQC.. 2547.. 2549

    TQC

    ()

    ()..

    () (Modern Retailing)

    (License)7-Eleven

    ..2532

    34,147(312551)

    76

    1.

    2.

  • TQCWINNER2006

    BESTPRACTICES

    HR Plan

    24./

    (

    )

    ..2537

    (Outlet-PaymentServiceProvider)

    6,00075

    7-Eleven

    ()

    1.

    2.

    ..2540

  • Best

    Practices

  • 2006

  • TQCWINNER2006

    BESTPRACTICES10

    ()

    ()..-

    ()(ModernRetailing)

    ( )

    ..2470

    TotemStore..2489

    SevenEleven()07.00-23.00.

    24

    34,147(312551)

    (License) 7-Eleven

    72531

    12532

    .

    47-Eleven

  • TQCWINNER2006

    BESTPRACTICES11

    5-7-11(Philosophy)

    (Vision)

    (Mission)

    Harmony

    (CorporateCulture)5-7-11

    5Principles:(Must)ACIOT

    A (AchievementOrientation)-:

    C (CustomerServiceOrientation)-:

    I (Integrity)-:

    O (OrganizationalCommitment)-:

    T (TeamworkandCooperation)-:

    7Values:(Want)

    11Leadership:(Need)

  • TQCWINNER2006

    BESTPRACTICES12

  • Facility

    Managem

    ent

    M

    D

    1

    2

    1

    2

    -

    BPI

    Catalog

    O

    rder

    K

    udsan

    BakeryCafe

    eXta

    TQCWINNER2006

    BESTPRACTICES13

    ()

  • TQCWINNER2006

    BESTPRACTICES14

    ()

    3

    (Corporate Store)

    (FranchiseStore)

    (FC)

  • * *

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

    x

    TQCWINNER2006

    BESTPRACTICES1

    (SubAreaLicenseStores)

    4

    7-Eleven

    76

    10118(..2550)

    .10

    1 10

    1 ..2546-.2552

  • Input

    Vision&Mission

    StrategicChallenges&Objectives

    CorporateStrategy

    CoreCompetency(ACIOT)

    HRStrategy

    Review

    Process Output/Outcome

    HRPrinciple

    HRIS

    OrganizationalStructure

    PerfomanceManagement

    Recruitment&Selection

    CareerDevelopment&SuccessionPlan

    Learning&Development

    RewardSystem

    WorkEnvironmentManagement

    EmployeeWell-Being

    BusinessResults(Customer&Business

    Focus)

    HighPerformance

    Organization

    OrganizationCapability(CompetencyProfile)

    TQCWINNER2006

    BESTPRACTICES16

    (BestPractices)

    (HRPrinciple)(Human

    ResourceInformationSystem:HRIS)

    2 CPALLHRSystem

  • TQCWINNER2006

    BESTPRACTICES1

    1.

    (AggressiveRecruitmentProgram)

    HRPlan

    4,5007610

    3,000 (Aggressive Recruitment Program)

    7-Eleven

    ()()

    1.1

    700(..2551)

    1.2 24-

    1.3 21

    3

  • TQCWINNER2006

    BESTPRACTICES18

    1.4

    ..2538

    ..

    38(

    ..2551)2

    48

    1.5

    /

    1.6 ./

    .

    1.7

    1.8 WEARECPALL

  • TQCWINNER2006

    BESTPRACTICES19

    1.9

    1.10

    2

    1.

    1.

    2.

    3.

    (EQ)

    4.

    5.

    6.

    2.

    1.

  • TQCWINNER2006

    BESTPRACTICES20

    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.

  • * *

    '4%00 '4%00*SVIGEWX

    l

    l

    x

    TQCWINNER2006

    BESTPRACTICES21

    1.

    .

    2.

    7-Eleven

    3.

    24

    4.

    1.

    3 ..2546-..2549

  • TQCWINNER2006

    BESTPRACTICES22

    2.

    1

    .. %

    2546 32,839 0%

    2547 35,022 0%

    2548 36,491 0%

    2549 37,405 0%

    2550 45,411 0%

    2.

    1. (ExitInterview)

    2.

    3.

    4.

    5.

  • TQCWINNER2006

    BESTPRACTICES23

    1.

    2.

    3. CEOHR

    4.

    5.

    6. CallCenter

    7. Internet

    8.

    4

    3

    1.

    5-7-11

    WorkShopAGM.Up

    ()

  • TQCWINNER2006

    BESTPRACTICES24

    2.

    3.

    Workshop

    5-7-11

    5

    5-7-115CoreCompetencies-7Values-

    11Leadership

    5-7-11

    VoteRoleModel

    ERI2

    (

    )

    Feedback

    PDCA

    2 ERI = Employee Relationship Index

  • LEADERSHIP

    7

    TQCWINNER2006

    BESTPRACTICES2

    1.

    Leadership

    Flash

    Leadership

    6 Leadership

    3

  • TQCWINNER2006

    BESTPRACTICES26

    1.1

    2438

    (FieldConsultant:FC)

    FC. Conference (FC)

    FCConference

    FC 1

    3 -5FC

    1.2

    ()

    LotusNotesProgramFlash

    1.3

    LotusNotesProgramFlash

    ESI(EmployeeSatisfactionIndex

    )

    HRA.(HumanResourceAssistant)

  • TQCWINNER2006

    BESTPRACTICES2

    7 1

    8 2

  • TQCWINNER2006

    BESTPRACTICES28

    2.

    1.

    2.

    3.

    3

    ..2548-..2550

    3(142551)

    2

    () 2 43 2 4 47

    () 240 5,145 86 320 5,791

    a. - = 968

    b. = 2,429

    c. = 1,644

    d. = 320

    e. = 104

    f. +() = 240

    g.+() = 86

    = 5,791

  • TQCWINNER2006

    BESTPRACTICES29

    1.

    2.SAVEQ3

    3.

    4.

    5.

    6.

    1

    3 SAVEQ :

    S : Service

    A : Assortment

    V : Value

    E : Environment

    Q : Quality

  • uu

    xxo

    2SVQvk

    k2SVQvk

    2SVQ

    2%

    'SYRXV]2SVQ +PSFEP2SVQ

    x2! x2!

    ruu

    o

    x2! x2!

    ovll

    k

    TQCWINNER2006

    BESTPRACTICES30

    9 ..2549-..2550

    10 ..2549-..2550

  • TQCWINNER2006

    BESTPRACTICES31

    3.Vote7-11RoleModel

    VoteRoleModel11Leadership

    (11)

    11 Vote7-11RoleModel

    4,900(242551)

    1.(LotusNotes)

    2,483

    2.()

    489

    3.()

    1,928

    1 13,432 6,257 19,457

    2 13,200 5,771 19,203

    3 12,533 5,535 18,068

    4 12,188 5,491 17,453

    5 11,962 5,175 17,176

    6 11,705 5,052 16,632

    7 11,482 5,002 16,625

    8 11,457 4,988 16,507

    9 11,455 4,945 16,484

    10 11,365 4,920 16,310

    11 10,720 4,482 15,202

    12 Vote7-11RoleModel

    Vote RoleModel (11 Leadership) 623

    (630)

  • TQCWINNER2006

    BESTPRACTICES32

    4.

    5-7-11

    Competency

    KSA(Knowledge,Skill,

    Attitude)2

    1.

    2.

    ComputerBaseLearning

    OntheJobTraining

    1.

    1)

    2)

    3)

    4)

    5)

    6)

    7)

    2.

  • TQCWINNER2006

    BESTPRACTICES33

    3

    / 0-4

    2 6-8

    1 6-8

    1

    (FC)

    1. (Leadership)

    CEO

    2.

    HR

    HRDNA

    HR

    HR DNA

    HR

    5-7-11

  • TQCWINNER2006

    BESTPRACTICES34

    1.

    Competency

    (IndividualDevelopmentPlan:IDP)

    2.

    1%

  • TQCWINNER2006

    BESTPRACTICES3

    (COUNTERSERVICECO.,LTDCS)

    26

    .. 2537

    (Outlet-Payment Service Provider) CS

    6,00075

    (ConvenienceStore)24

    (DepartmentStore/SuperCenter)CS

    100

    1

    1

    ..

    2537

    2538

    2539 7-Eleven10

    2540

    2541

    -

    -(())

    -(())

    2542 24

    2544

    2545

    2547 Online

    2549 Smartpurse

  • TQCWINNER2006

    BESTPRACTICES36

    CS

    CS

    CS

    CS1

    (Vision)

    (Mission) 1.

    2.

    3.

    4.

    5.

    6.

    (Value) 5

    (Culture) (AchievementOrientation)

    (CustomerServiceOrientation)

    (Integrity)

    (OrganizationalCommitment)

    (TeamworkandCooperation)

  • TQCWINNER2006

    BESTPRACTICES3

    2552-2553

    Vision:

    RealTime

    254

    9-2551

    Vision:

    Mission:

    1.

    2.

    3.

    RealTime

    4.

    5.

    6.

    (

    )

    254

    6-254

    8

    Vision:

    Mission:

    1.

    2.

    3.

    4.

    5.

    6.

    (

    )

    254

    4-254

    5

    Vision:

    24.

    Mission:

    1.

    2.

    3.

    4.

    (TQM)

    254

    3

    Vision:

    24.

    Mission:

    1.

    2.

    3.

    254

    2

    Vision:

    Mission:

    1.

    2.

    IT:

    CSPA

    YMENT

    SERVICE

    IT:

    CS

    D

    ataController

    ..2550

    IT:

    CS

    Client

    Support

    D

    ataCenter

    5

    IT:

    W

    eb

    O

    nline

    IT:

    O

    nlineRealTime

    ORGANIZATIO

    NDEVELOPME