Download - Best Practices TQC Winner 2006(1)
-
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
1 2551
ISBN
978-974-258-429-0
3,000
-
5
6
BestPractices() 10
35
BehindtheScenes() 62
72
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TQCWINNER2006
BESTPRACTICES
-
TQCWINNER2006
BESTPRACTICES6
(ThailandQualityClass)
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TQC
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(License)7-Eleven
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2.
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TQCWINNER2006
BESTPRACTICES
HR Plan
24./
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Best
Practices
-
2006
-
TQCWINNER2006
BESTPRACTICES10
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12532
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-
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
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1
2
1
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Catalog
O
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K
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BakeryCafe
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TQCWINNER2006
BESTPRACTICES13
()
-
TQCWINNER2006
BESTPRACTICES14
()
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(Corporate Store)
(FranchiseStore)
(FC)
-
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TQCWINNER2006
BESTPRACTICES1
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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
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1.5
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1.6 ./
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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
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BESTPRACTICES21
1.
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2.
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3.
24
4.
1.
3 ..2546-..2549
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TQCWINNER2006
BESTPRACTICES22
2.
1
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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
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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
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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.
3
1.2.
3.
TQM
(TotalQualityManagement:
TQM)..2545Dr.NoriakiKano
(KANOsHouseofQuality)TQM
TQM
TQM
TQM
5 CG System
6 QSS Standard : Quality Store System Standard
-
TQCWINNER2006
BESTPRACTICES68
TQM
7
1.Market-in
2.NextProcess
3.Fact&Data3
4.P-D-C-A
5.ProcessOriented
6.Teamwork
7.TotalCommitment
CustomerSatisfactionEmployeeSatisfaction
Goal&Satisfaction
CONCEPTS
TECHNIQUES
PROMOTION
V
EHICLES
Market-In
NextProcess
P-D-C-A
Fact&Data
ProcessOriented
Standardization
Prevention
PolicyManagement
DailyManagement
CrossFunctionalManagement
Bottom-UpActivity
7QCTools
7NewQCTools
StatisticalMethods
OtherQC
Techniques
MotivationandTechnology
IntrinsicTechnology
GeneralEducation+PoliticalStability
2KANOsHouse
-
TQCWINNER2006
BESTPRACTICES69
TQM7
7,AntMission
CGSystem
CustomerSatisfactionEmployeeSatisfaction
3TQA
TQM
(MBNQA-MalcolmBaldrigeNational
QualityAward,SixSigma,BSC)(ISO) (JSA,DemingPrize,Dr.Kano)
TQM TQA
1.....2546TQA
TQAPDCA
Plan-OwnerWorkingGroup
Do-WorkingGroupTQACriteriaApplicationReport
Check-Self-assessment
Act-
2.....2547TQATQC
(
TQC..2545..2546) (
TQA.. 2546)
3.....2548(Self-assessment)
-
TQCWINNER2006
BESTPRACTICES0
TQC
1.
2.3KANOsHouse
3.
4.TQA
5.TQA
TQA
6. TQA Assessor
TQA
7.
TQC
757
TQC
TQAWorkshop
TQA2007
OFI(OpportunityforImprovement)
7 5 TQC
.. 2547 ()
.. 2548 ..
.. 2549 ()
-
TQCWINNER2006
BESTPRACTICES1
1CSR :CorporateSocialResponsibility
(SuccessionPlan)
2 Balanced Scorecard
3CRM:CustomerRelationManagement
4 (Knowledge Management : KM)
(Innovation) IT
5
(IndividualDevelopmentPlan:IDP)
6QSSI (QualityStoreSystem Inspection :
)ISO9001
7 Benchmarking
OFI
TQA
OFI3
1
Mystery
Shopper8
(TQA)
8 Mystery Shopper
-
TQCWINNER2006
BESTPRACTICES2
(COUNTERSERVICECO.,LTD. :CS)
26
..2537
(Outlet-PaymentServiceProvider)
..2537
10
..2539
7-Eleven
3
-
x
TQCWINNER2006
BESTPRACTICES3
.. 2540
100
7-Eleven
1
..2542
-
TQCWINNER2006
BESTPRACTICES4
2
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
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254
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BESTPRACTICES
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BESTPRACTICES6
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BalancedScorecard
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4
TotalQualityManagement(TQM)
TQM
.. 2547 -
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2547-2551 TQA:ThailandQualityAward
2546 ISO9001:2000
2545 TQM:TotalQualityManagement
2543 BalancedScorecard/AntMission/BeeMission/PCS
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3
-
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BESTPRACTICES
1
CorporateGoal:
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7/Safety
5
2542
AntMission SmallGroupActivityQCC 2543
BeeMission CrossFunctionalTeam 2543
BalancedScorecard BalancedScorecard 2543
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2543
CS-TQM TotalQualityManagement:
TQM
2544
ISO9001:2000 ISO9001:2000 2546
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BESTPRACTICES8
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BESTPRACTICES80
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Dr.NoriakiKanoCS-TQM(CounterService-TotalQualityManagement)
CustomerSatisfaction
CompanyGoal&Strategy
CONCEPTS
TECHNIQUES
PROMOTION
V
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NextProcess
ProcessOriented
Standardization
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CorporateGoal
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STF,PMT
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DailyManagement
AntMissionSuggestionSystem
7newQCTools
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IntrinsicTechnology
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Statistical
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TQCWINNER2006
BESTPRACTICES81
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BESTPRACTICES83
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AntMission
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.. 2550 Project
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15
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18
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BESTPRACTICES84
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BESTPRACTICES8
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43/2549
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10400