Transcript
  • 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

    [email protected]

    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

    NDEVELOPMENT

    HRM:Personal&Adm

    inistration

    HRM:Com

    petencyModel

    HRM:Com

    petencyBasedM

    anagem

    ent

    Bottom

    -

    U

    pProductivity

    ISO

    9001:2000

    ImprovethroughTQM

    TQA

    1 CS

  • TQCWINNER2006

    BESTPRACTICES38

    CS

    24

    7-11

    Billing1

    7-11.

    Billing2

    Non7-11.

    7-11.

    Billing3

    Non7-11.

    2

    CSCS-TQM(Counter

    Service-TotalQualityManagement)3Dr.Noriaki

    Kano (KanosHouseofQuality)

    (IntrinsicTechnology)(Employee

    Satisfaction&MotivationApproaches)3(Concept)

    (Techniques)(PromotionVehicles)

  • TQCWINNER2006

    BESTPRACTICES39

    3CS-TQMTQMDr.NoriakiKano

    CS..2544

    ( Concept)

    Plan-Do-Check-Act (PDCA)

    (ManagementbyFact)

    7QCTools

    AntMissionBeeMission

    2Techniques

    3 PromotionalVehicles

    2

    PolicyManagement(Corporate

    Goal),BalancedScorecard:BSC

    CrossFunctionalBeeMission,PCS

    BottomupActivityAntMission,7/Safety

    DailyManagementISO9001:2000

    CustomerSatisfaction

    CompanyGoal&Strategy

    CONCEPTS

    TECHNIQUES

    PROMOTION

    V

    EHICLES

    Market-in

    NextProcess

    ProcessOriented

    Standardization

    Prevention

    P-D-C-A

    ManagementbyFact

    CorporateGoal

    BeeMission

    STF,PMT

    ISODailyManagement

    AntMissionSuggestionSystem

    7QCTools

    7newQCTools

    Statistical

    Techniques

    NumericalAnalysis

    EmployeeSatisfaction&MotivationApproaches

    IntrinsicTechnology

  • TQCWINNER2006

    BESTPRACTICES40

    2CS

    CS

    CorporateGoal:

    CG

    PolicyManagement 2540

    7 5.

    .

    2542

    AntMission SmallGroupActivity

    QCC

    2543

    BeeMission CrossFunctionalTeam 2543

    BalancedScorecard BalancedScorecard 2543

    PCS:Perfect

    Communication&

    Services

    Effective

    Communication

    2543

    CS-TQM TotalQuality

    Management:TQM

    2544

    ISO9001:2000 ISO9001:2000 2546

    TQA

    ThailandQuality

    Award

    2547

  • TQCWINNER2006

    BESTPRACTICES41

    CS

    (3)7-Eleven

    7-Eleven(Non7-Eleven

    )CS2

    CS

    CSCSClientSupport

    CS

    CSPaymentService(4)

    3 CS

    7-Eleven

    Non7-Eleven

    7-Eleven

    Non7-Eleven

    (/)

    CSClientSupport

    CS

    CSDataController

    CSPaymentService

    +

    +

    +

    3.

    2.

    1.

    4 CS

  • kl

    TQCWINNER2006

    BESTPRACTICES42

    CS

    CS

    ()

    CS

    CS

    CS

    100 (5)

    ..2549CS25(6)

    QCC(Quality

    ControlCircle)(ThailandQualityClass)(3)

    5

  • kk

    '7

    kk

    '7 kk kk

    TQCWINNER2006

    BESTPRACTICES43

    6CS..2549

    3CS

    / /

    2546

    ISO9001:2000

    ()

    2547

    ICQCC2005

    2548 -GoldenQCPrize(Service)

    -SilverQCPrize(Service)

    (-)

    2549

    2

    (.)

    (ThailandQualityClass:TQC)

  • TQCWINNER2006

    BESTPRACTICES44

    (BestPractices)CS

    CS

    CS

    1.

    (Voice of Customer)

    /

    (ManagementbyFact)

    Voice of Customer

    FocusGroup

    CS

    (Customer)(Stakeholder)

    CS

    7-Eleven (Non 7-Eleven)

    (Client) CS

    .

    CS

  • TQCWINNER2006

    BESTPRACTICES4

    (Outlet)

    CS1

    (Data) (Information)

    (Customer Knowledge)

    (Customer)(Stakeholder)

    CS

    104

    4/

    /

    7-Eleven/

    Non7-Eleven

    Website 24

    /

    24 CallService

    SuggestionBox

    (MarketSurvey)

    1 From Wikipedia, the free encyclopedia

  • TQCWINNER2006

    BESTPRACTICES46

    /

    -

    (Client)

    Business

    Review

    CS

    Wearecounter

    (Supplier)

    2

    CS

  • TQCWINNER2006

    BESTPRACTICES4

    CS

    24

    Website Call Service Call Service

    24

    (SuggestionBox)

    CS

    Wearecounter

    (Client)BusinessReview

    CS

    (MarketSurvey)

    CS

    (Customer)

    (Outlet)

  • TQCWINNER2006

    BESTPRACTICES48

    /

    CS CS

    (Client)/

    CS

    /

    / CS CS

    CSCS

    CS

    CS

    /

    CS

    CS

    CS Database

    Monthly Meeting

    Quarterly Meeting

    (7)

  • TQCWINNER2006

    BESTPRACTICES49

    7VoiceofCustomerManagement

    CS

    ( 5)

    (Outlet)/

    Non7-Eleven

    Sign

    Board

    (6)

    Channels

    Custom

    er&

    Stakeholder

    VOCCenter

    StakeholderNeeds,Wants,Expectations

    Websitewww...

    CS

    -

    ClientBusinessReviewMeeting-

    Supplier

    Customer

    Website

    SuggestionBox

    CSEmployee

    WeareCounter

    Qutlet

  • TQCWINNER2006

    BESTPRACTICES0

    5/

    /

    7-Eleven1.

    2.

    Non7-Eleven3.

    7-Eleven

    1.

    2.

    3.

    Non7-Eleven

    4.

    5.

    6.

    6/

    7-Eleven

    Exclusive

    ConvenienceStore

    Non7-Eleven

    SignBoard

    5

    CS/

  • TQCWINNER2006

    BESTPRACTICES1

    CSCS

    Online Real Time

    User Request

    (7)

    7/

    1. 1.1(Client)

    (OnlineRealtime)

    1.2

    UserRequest

    1.3

    2.

    2.1

    7-Eleven

    (-)

    2.2

    Non7-Eleven

    3.CS

    4.

    5.

  • TQCWINNER2006

    BESTPRACTICES2

    2.

    CS

    CS

    CS

    8

    CS

    /

    Requirement/

    /

    Requirement&

    UR

    UR

    UATComplete

    Gosoft

    PilotTest

    /

    Rollout/

    No

    Yes No

    Yes

    No

    Yes

    8CS

  • TQCWINNER2006

    BESTPRACTICES3

    10 .. 2540 -

    ..2550CSCallServices

    24

    .. 2540 CS Call Services

    24

    Call Services

    ..2541CS

    ..2542CS

    24

    CS

    CS 5 1

    6,0004,50024

    CS

    CS

    CS

    CS400

    CS

    CSPieces&Parts

    (P&P)PaymentServiceBarcode22in1Innovation

    CSDatacontrollerCSClientSupport

    .. 2541 CS

    Pieces&Part(P&P)NixdorfHardware

    .. 2544 CS P&P

    POS4P&P

  • TQCWINNER2006

    BESTPRACTICES4

    1.Online Smart purse ()

    2. 7-Eleven (

    27-Eleven)

    3.

    (PersonnelComputer&Printer)

    4.

    CS

    CS Data Controller

    ..2541CS

    CS

    CS Data Controller

    CS CS CS

    2in1Innovation

    .. 2545 CS

    CS

    CS 7 ()

    CSPaymentService

    CS

    PaymentServiceBarcode

    Keyin()

    ScanBarcode3ScanBarcode

    CS

    CSClientSupport

    Textfile

  • TQCWINNER2006

    BESTPRACTICES

    CS

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

    /

    2540 CallServices O O O

    2541 P&P(Pieces&Part) O O

    2542 24 O O

    2543 O O

    2544 2in1Innovation O O O

    2545 CSPaymentService O O

    (Barcode)2 O O O

    CSDatacontroller O O

    2546 CSClientSupport O O

    2547 OnlineSystem

    O O O

    2548 SendingdatabyWeb O

    OnlineOrdering&instantlydelivering

    O O O

    ..25490.02

    9-11

  • oo

    oo

    x

    l

    l

    x x x

    x

    lk

    x x x

    oo

    x

    l'7

    yll

    l'7

    yll

    x x x

    oo

    oo

    x

    l

    l

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    x

    lk

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    oo

    x

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    yll

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    yll

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    oo

    oo

    x

    l

    l

    x x x

    x

    lk

    x x x

    oo

    x

    l'7

    yll

    l'7

    yll

    x x x

    TQCWINNER2006

    BESTPRACTICES6

    9

    10(Client)

    11(Outlet)

  • TQCWINNER2006

    BESTPRACTICES

    CS1

    1.

    CS

    CS

    2. CS

    CS

    CS

    3. CS 1 CS

    4. CS

    CS

    CS

    CS

    5.CS

    CS

  • TQCWINNER2006

    BESTPRACTICES8

    CS

    CS CS

    1.

    2.

    CS

    CS

    CS

    Online

    Internet

  • Behind

  • theScenes

  • TQCWINNER2006

    BESTPRACTICES62

    ()

    ()

    ..()

    2831

    60,0004,500

    (ThailandQualityClass:TQC)

    ..2547..2549

    /

    2545

    ISO9001:2000

    ()

    2546 GoldenAnt2001

    IEIAC2003:

    2547

    (ThailandQualityClass:TQC)

    GMP

    ()

  • TQCWINNER2006

    BESTPRACTICES63

    /

    CoolAnt

    (InternationalConventiononQuality

    ControlCircles-ICQCC2004)

    2548

    ISO

    14001&OHSAS18001

    DiamondPower

    2

    TCQCC2005

    ()

    2549

    ISO/IEC17025

    QCPrize

    Diamond

    ThailandQualityPrize2006

    (-)

  • TQCWINNER2006

    BESTPRACTICES64

    ..2540

    TQM (Total QualityManagement)

    5(..2541-..2545)

    .. 2541

    Safety

    Ant Mission

    Bee Mission

    ..2542TQM

    7 ()

    (PerfectCommunicationand

    Service:PCS)..2541(Safety

    AntMissionBeeMission)

    .. 2543

    ..2541-..2542

    ISO9001:2000

    (ICCycle-InternalCommunicationCycle)

    ..2544..2541-..2543

    ISO9001

    (TotalQuality

    Management:TQM)TQM

  • TQCWINNER2006

    BESTPRACTICES6

    .. 2545 TQM

    7

    Channels,CallCenter,POS1/SC2System,Survey&Internet,FC3/LSM4&

    Supplier,7-ElevenGlobalNetwork/Media&Magazine&TradeExhibition

    ..25455..2546-

    .. 2550 .. 2546TQM TQA

    (ThailandQualityClass:TQC)..2547..2549

    (TQA)1

    2550LearningOrganization

    2549LearningOrganization

    2548KnowledgeManagement

    2547TQC

    2546TQA

    2545(TQM:TotalQualityManagement)

    2544(7,Safety,AntMission,BeeMission,PCS,ISO9000)

    2543(7,Safety,AntMission,BeeMission,PCS,ISO9000)

    2542

    (7,Safety,AntMission,BeeMission,PCS)

    2541(Safety,AntMission,BeeMission)

    1..2541-..2550

    1 POS : Point of Sales 2 SC : Store Controller

    POS 3 FC : Field Consultant

    FC Conference

    3 - 5 1 FC 4 LSM : Local Store Marketing

    LO

    TQM

  • TQCWINNER2006

    BESTPRACTICES66

    7Pro

    1.AntMission(

    (QCC)5-7/)

    2.BeeMission (

    TopDown)

    3.7(,,,,,)

    4.Safety

    5.PCS(PerfectCommunication&Service)

    6.ISO9001:2000

    (Community

    ofPractice)

    8

    19

    4,50024

  • TQCWINNER2006

    BESTPRACTICES6

    1.BalancedScorecard

    CG System5

    2.ISO9001:2000,QSS6Standard,ISO14001

    3. TQM

    BeeMission,AntMission,BabyAnt

    4.

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    Bottom-UpActivity

    7QCTools

    7NewQCTools

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    MotivationandTechnology

    IntrinsicTechnology

    GeneralEducation+PoliticalStability

    2KANOsHouse

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    TQM7

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    3TQA

    TQM

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    TQM TQA

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    757

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    TQAWorkshop

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    OFI(OpportunityforImprovement)

    7 5 TQC

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    5

    (IndividualDevelopmentPlan:IDP)

    6QSSI (QualityStoreSystem Inspection :

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    7 Benchmarking

    OFI

    TQA

    OFI3

    1

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    8 Mystery Shopper

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    10

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    7-Eleven

    3

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    7-Eleven

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    Vision:

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    254

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    .. 2547 -

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    2546 ISO9001:2000

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    BalancedScorecard BalancedScorecard 2543

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    2543

    CS-TQM TotalQualityManagement:

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    ..2546

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    ..254785%

    ..254891%

    ..2547

    Non7-Eleven

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    1.01%

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    BeeMission CrossFunctionalTeam ..2549

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    23.8210.35

    56.55%

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    TQM

    (Total QualityManagement :

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    TQM

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    Dr.NoriakiKanoCS-TQM(CounterService-TotalQualityManagement)

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    TQMConceptProcessOriented

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    TQMConceptP-D-C-A

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    10

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    WebsiteManualOnline

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    (Retaillink)

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    GoldenQCPrize(Service)

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    ............................................................................E-mail...................................................

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