KPI : Key Performance Indicator

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KPI Key Performance Indicator
??????????????????? ???????????????? KPI Key
Performance Indicator
?????? ?????????? Center of Excellence
Thailand Productivity Institute
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KPI Key Performance Indicator
Systematic Thinking
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KPI Key Performance Indicator
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Strategic Management ????????? ???????????
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KPI Key Performance Indicator
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KPI Key Performance Indicator
Fusion Management
Quality 0f Management
Management Frameworks
7S MBNQA TQA PMQA TQM
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5S BM BSC KM SS TPM CRM Six Sigma
ISO HA HPH HNQA HACCP
Quality Systems Standards
Management Improvement Tools
Management 0f Quality
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KPI Key Performance Indicator
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KPI Key Performance Indicator
Organization Process Model
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KPI Key Performance Indicator
SIPOC Model / Value chain model
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1
Customers
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Outcome
2
3
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Outputs
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4
Process
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5
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Inputs
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6
Suppliers
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KPI Key Performance Indicator
SIPOC Model / Value chain model
Supplier
Performance Measurement
Leading indicator Check point Process
indicator Efficiency Means ???????
Lagging indicator Control point Result
indicator Effectiveness End ????????
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KPI Key Performance Indicator
SIPOC Model / Value chain model
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(Customer) Outcome
Process
Output
Supplier
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KPI Key Performance Indicator
SIPOC Model / Value chain model
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P
D
(Customer) Outcome
Input
Output
Process
Supplier
C
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A
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KPI Key Performance Indicator
SIPOC Model / Value chain model
???????????? 1
supplier 111
????????? 1
input 11
??????? 1
???????????? 2
supplier 112
???????????? 3
input 12
supplier 121
???????????? 4
??????? 2
input 13
supplier 131
??????? 3
??????? 4
??????? 5
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KPI Key Performance Indicator
Value Chain Michael E. Porter
Firm Infrastructure ( Fin. Plan..)
Human Resource Management
SUPPORT ACTIVITIES
Technology Development
Procurement
MARGIN
Inbound Logistics
Operations (Manufacturing)
Outbound Logistics
Marketing and Sales
After Sale Service
PRIMARY ACTIVITIES
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KPI Key Performance Indicator
Process Classification Framework APQC
Operating Process
1. Develop Vision Strategy
2. Design Develop Products /Services
3. Market Sell
4. Deliver Products Services
5. Manage Customer Service
6. Develop Manage Human Capital
7. Manage Information Technology
8. Manage Financial Resources
Management Support Services
9. Acquire, Construct , and Manage Property
10. Manage Environmental Health and Safety
11. Manage External Relationships
12. Manage Knowledge, Improvement and Change
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Business Excellence Model MBNQA /TQA
KPI Key Performance Indicator
P ???????????????????? ???????????
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5.???????????????????????? 5.1.???????
5.2.??????????????????????????????
5.3.?????????????????????????? ???????
2.???????????????????? 2.1.???????????????
2.2.?????????????????????
1.??????????? 1.1. ??????????? 1.2.
??????????
7. ???????????????? 7.1 ??????????????????????????
??? 7.2 ????????????????? 7.3
????????????????????????? 7.4
???????????????????????? 7.5
?????????????????????????????? 7.6
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3.???????????????????????? 3.1.???????????????????
?????????? 3.2.????????????????????????
????????????????????
6.?????????????????? 6.1.???????????????????????
6.2.?????????????????
4. ?????? ??????????????????????????????? 4.1.???
????????????????????????????????????
4.2.???????????????????????????
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KPI Key Performance Indicator
Strategic Management TQM TQA Concept
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KPI Key Performance Indicator
TQA 11 Core Values
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1
5
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2
6
10
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3
4
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8
11
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KPI Key Performance Indicator
???????????????????????????????? ??. 2548 PMQA
Public Management Quality Award
P ???????????????????? ???????????
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5. ??????????? ?????????????
2. ????????? ?????????????? ??????????
1. ????? ??????
7. ??????? ????????????
6. ????????? ?????????
3. ??????????????? ?????????????????? ????????????
????????
4. ?????? ???????????? ???????????????????
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Strategic Plan Model
KPI Key Performance Indicator
Past Performance
Purpose
Organization Objective
?????????? 4 ????
KPIs
3
4
1
2
????????
Strategic Goals
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Strategy Kaplan Norton
KPI Key Performance Indicator
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

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KPI Key Performance Indicator
BSC Strategy Map Concept
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KPI Key Performance Indicator
BSC Concept
BSC objectives
Do things right
Do the right things
Do the right things right
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KPI Key Performance Indicator
BSC Concept
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KPI Key Performance Indicator
BSC Concept
Lead Indicators
Lag Indicators
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BSC Concept
KPI Key Performance Indicator
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26
KPI Key Performance Indicator
Cause - Effect Diagram
5. ??????
1. ??????
2. ??????
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3. ??????
6. ??????
4. ??????
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KPI Key Performance Indicator
BSC Cause - Effect Diagram
And Realize the Vision
Financial Results
To Drive Financial Success...
Customer Benefits
Needed to Deliver Unique Sets of Benefits to
Customers...
To Build the Strategic Capabilities..
Knowledge, Skills, Systems, and Tools
Equip our People...
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Strategy Map Kaplan Norton
KPI Key Performance Indicator
Long-Term Shareholder Value
Financial
Productivity
Revenue Growth
Customer
Product/Service Attributes
Relationship
Image
Internal Process
Manage Operations
Manage Customers
Manage Innovation
Manage Regulatory/Social
Learning/Growth
Human Capital
Information Capital
Organization Capital
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KPI Key Performance Indicator
TQA Cause - Effect Diagram
Driver
System
Results
5.???????????????????????? 5.1.??????? 5.2.???????
??????????????????????? 5.3.??????????????????????
???? ???????
1.??????????? 1.1. ??????????? 1.2. ??????????
2.???????????????????? 2.1.??????????????? 2.2.???
??????????????????
7. ???????????????? 7.1 ??????????????????????????
??? 7.2 ????????????????? 7.3
????????????????????????? 7.4
???????????????????????? 7.5
?????????????????????????????? 7.6
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3.???????????????????????? 3.1.???????????????????
?????????? 3.2.????????????????????????
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6.?????????????????? 6.1.??????????????????????? 6
.2.?????????????????
4. ?????? ??????????????? ???????????????? 4.1.???
??????????????? ?????????????????????
4.2.???????????????????????????
30
TQA Criteria
KPI Key Performance Indicator
7 ????????????????
7.1 ??????????????? ??????
7.2 ????????????
7.3 ????????????? ????
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a ????????????
a ????????????? ????
31
TQA Criteria
KPI Key Performance Indicator
7 ????????????????
7.6 ????????????????????????????????
7.4 ???????????????????
7.5 ???????????????????
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a ???????????????????
a ????????????
a ????????????????????????????????
32
Strategy Map Private Sector
KPI Key Performance Indicator
Financial
7.3 ??????????? ??????????????
7.4 ??????????? ?????????????
7.5 ??????????? ?????????? ?????????
7.6 ??????????? ??????????????
????????????? ????????
Results
Customer
7.1 ??????????? ??????????? ??????
7.2 ??????????? ???????????? ??????
Internal Process
System
6.1 ????????? ???????????
3.2 ???????????? ?????????
4.2 ??????????? ???????????
6.2 ????????? ????????
Learning/Growth
Driver
5.2 ?????????????? ????????
5.3 ???????????? ???????????
5.1 ???????
1.1 ???????????
2.1 ???????? ???????
4.1 ????????? ?????????
2. 2 ???????????? ?????????
1.2 ????????????? ????????
3.1 ???????????????? ?????????????
33
PMQA Criteria
KPI Key Performance Indicator
???? 7 ???????????????????
7.3 ???? ?????????????????????????????
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7.1 ???? ?????????????????????
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7.2 ???? ??????????
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7.4 ???? ????????????
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  Citizenship) ????????????? ?????????????

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Strategy Map Public Sector
KPI Key Performance Indicator
Stakeholder (Customer)
7.1 ??????????? ??????????
7.2 ??????????? ??????
??????????????
Results
Productivity (Financial)
7.3 ??????????? ???????????
7.4 ??????????? ??????????????
??????????
Internal Process
System
1.2 ????????????? ????????
6.1 ????????? ???????????
3.2 ???????????? ?????????
4.2 ??????????? ???????????
6.2 ????????? ????????
???????????????
Learning / Growth
Driver
5.2 ?????????????? ????????
5.3 ???????????? ???????????
5.1 ???????
??????????????????
1.1 ???????????
2.1 ???????? ???????
4.1 ????????? ?????????
2. 2 ???????????? ?????????
3.1 ???????????????? ?????????????
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KPI Key Performance Indicator
BSC Balanced Scorecard Policy Deployment
Concept
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BSC Balanced Scorecard
KPI Key Performance Indicator
Strategy Our Approach To Accomplishing Our
Mission

Learning Perspective

Process Perspective
???????????? ???????????
???????????
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2
3
1
37
BSC Balanced Scorecard
KPI Key Performance Indicator
1
2
3
???????????? ???????????
???????????
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Perspectives
Measures
Objectives
Initiatives
Section
Department
Team / Individual
38
BSC Balanced Scorecard
KPI Key Performance Indicator
Strategy Map
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
39
BSC Balanced Scorecard
KPI Key Performance Indicator



Strategy Map
Balanced Scorecard
Action Plan
Objectives
Measure
Target
Initiatives
Budget
Financial Perspective
Customer Perspective
Internal Perspective
Learning Growth Perspective
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BSC Balanced Scorecard
KPI Key Performance Indicator
41
BSC Balanced Scorecard
KPI Key Performance Indicator
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BSC Balanced Scorecard
KPI Key Performance Indicator
Longer Term (3-5 year) View
Shorter Term (Annual) View
Vision
Strategy and Map
Objectives
Milestones
Accountable
Initiatives
Mission
Resource Alloc.
Targets
Measures
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
43
KPI Key Performance Indicator
Performance Management Concept
44
TQA Criteria
KPI Key Performance Indicator
4 ?????? ????????? ????????????????
4.1 ??? ????????? ???????
4.2 ????????????????
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a ????????
b ?????????????????
a ???????????
b ?????????????
c ??????
45
TQA Criteria
KPI Key Performance Indicator
4.1 ?????? ????????? ??????????????????????
a ) ???????????????????? 1-3
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46
TQA Criteria
KPI Key Performance Indicator
4.1 ?????? ????????? ??????????????????????
b ) ?????????????????????????????????? 1
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47
TQA Criteria
KPI Key Performance Indicator
4.1 ?????? ????????? ??????????????????????
b ) ?????????????????????????????????? 2
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48
TQA Criteria
KPI Key Performance Indicator
4.2 ???????????????????????????
a ) ??????????????????????????????????? 1-4
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49
TQA Criteria
KPI Key Performance Indicator
4.2 ???????????????????????????
b ) ?????????????????????????
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50
TQA Criteria
KPI Key Performance Indicator
4.2 ???????????????????????????
c ) ??????????????? ???????? ??????????????
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51
KPI Key Performance Indicator
An Evaluation Model
52
Measurement
KPI Key Performance Indicator
53
Measurement
KPI Key Performance Indicator
54
Measurement
KPI Key Performance Indicator
55
Measurement
KPI Key Performance Indicator
56
Measurement
KPI Key Performance Indicator
57
KPI Key Performance Indicator
KPI Key Performance Indicator Concept
58
???????????????????? KPI
KPI Key Performance Indicator
59
?????????????????? KPI
KPI Key Performance Indicator
60
?????????????????? KPI
KPI Key Performance Indicator

• ??????????????????????????????????????????????????
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61
??????????????????? (SMART Goal)
KPI Key Performance Indicator

• ????????????????? (Specific)
• ?????????????? (Measurable)
• ?????????????????????? (Achievable)
• ???????????? (Realistic)
• ??????????????????????????????????????????????
  (Timely)

62
?????????????????????
KPI Key Performance Indicator

• ????????????(Measurability)
• ????????????????(Consistency)
• ??????????????(Clear and unambiguous)
• ??????????????????????(Impact)
• ????????????????(Communicable)
• ????????????????????(Valid over time)
• ????????????????????(Comparable)
• ????????????????????????????????????????(Resilient
  )
• ???????????????????????????????????
• ????????????????????????????????????????(Obtainabl
  e)
• ??????????? ?????????? ?????? ???????????????????
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63
????????????????????? KPI
KPI Key Performance Indicator
1. ????????????????????????????????????
2. ??????????????????????????????????????????????
??
3. ????????????????? ????????????????????????????
?????
4. ???????????? ???????????????????????????????
5. ???????????? ??????????????????????
????????????
6. ???????????? ????????????????? ????????? /
?????????
7. ?????????????? ???????????????????????????
(??????????)
8. ??????????????????????????????????????????????
?????????
9. ?????????????????? ????????????????????
64
?? ?? ?? ? ? ? ? ?? ? ? ? ? ?
KPI Key Performance Indicator

• ???????????????????????????????????
  (Legislation Requirements)
• ???????????????????????????????????????????????
  (Current Level of Performance)
• ???????????????????????? ?????????????????
  (Achievable Target)
• ????????????????? (Stretching Target)
• ???????????????? ???????????? (Static versus
  Flexible Target)

65
?????????????????????????????
KPI Key Performance Indicator
?? ? ? ? ? (PERCENTAGE)
?? ? ? ? ?? ? ? (R A T I O)
?? ? ?? ? ? (PROPORTION)
?? ? ? ? ??? ? (AVERAGE or MEAN)
?? ? ? ? (R A T E)
?? ? ? ? (N U M B E R)
66
????????????????????????????????
KPI Key Performance Indicator
1. ??????????????????
2. ????????????????????
3. ????????????????????
4. ??????????????????????
5. ???????????????????
6. ????????????????????????????????????????
7. ???????????????????????? ? ???????????????
67
??????????????????? 1
KPI Key Performance Indicator
1. ?????????????
2. ?????????????????
3. ?????????????????????
4. ???????????????????????
5. ?????????????????????????????????????????????
6. ??????????????????????????????????????????????
??????
7. ??????????????????????????????????
8. ?????????????????? 3 ????? (?????? ??????????
?????)
68
??????????????????? 2
KPI Key Performance Indicator
9. ???????????
10. ??????????? / ?????????
11. ?????????????????????????????? (?????????)
12. ?????????????????????????????? (??????)
13. ??????????????????????? 3 ???????????????????
??
14. ?????????????????????????????? 3 ????????
15. ????????? / ??????????????????
69
???????????????????
KPI Key Performance Indicator
70
KPI Key Performance Indicator
KPI Key Performance Indicator TQA Concept
71
PMQA Criteria
KPI Key Performance Indicator
???? 7 ???????????????????
72
TQA Criteria
KPI Key Performance Indicator
7.1 ?????????????????????????????
a ) ?????????????????????????????
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73
TQA Criteria
KPI Key Performance Indicator
7.1 Product/Service KPIs
?????? ??????????
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?????????
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???????
74
TQA Criteria
KPI Key Performance Indicator
7.2 ????????????????????????????
a ) ???????????????????????????? 1-2
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75
TQA Criteria
KPI Key Performance Indicator
7.2 Customer KPIs
????????????????
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76
TQA Criteria
KPI Key Performance Indicator
7.3 ????????????????????????????
a ) ???????????????????????????? 1-2
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77
TQA Criteria
KPI Key Performance Indicator
7.3 Financial KPIs
???????????????? ROI
?????????????????????????? Asset Utilization
???????????????????????? Operating Margins
????????????????????? Profitability
????????? Liquidity
??????????????????? Debt to Equity Ratio
????????????????????? Value Added per Employee
78
TQA Criteria
KPI Key Performance Indicator
7.3 Marketing KPIs
??????????????? Market share
????????????????? Market Position
??????????????????????? Market Growth
??????? ???????????? New Market Growth
79
TQA Criteria
KPI Key Performance Indicator
7.4 ????????????????????????
a ) ???????????????????????? 1-3
????????????????????????????
???????????????????????????????????????????
????????????????????????????? ???????????????
??????????????????????????????????/???????
????? ????????? ????????
????? ????????? ????????
????? ????????? ????????
??????????
??????????
??????????
????????????
????????????
????????????
80
TQA Criteria
KPI Key Performance Indicator
7.4 Human Resource KPIs
??????????????????????
??????????????????????
???????????????????????
???????????????????
???????????????????????????????????????
?????????????????????????????
??????????????????????????
81
TQA Criteria
KPI Key Performance Indicator
7.4 Human Resource KPIs
?????????????
???????????
???????????????????
?????????????????
?????????????
?????????????
??????????????????????
?????????????????????
82
TQA Criteria
KPI Key Performance Indicator
7.5 ??????????????????????????????
a ) ?????????????????????????????? 1-2
????????????????????????????
??????????????????????????????????
?????????????? ???????????????????????
???????
???????
???????
???????
????? ????????? ????????
??????????? ??????
??????????? ??????
????? ????????? ????????
??????????
??????????
??????????? ??????????
??????????? ??????????
????????????
????????????
83
TQA Criteria
KPI Key Performance Indicator
7.5 Effectiveness KPIs
????????????????????
??????????????????????????
??????????????????????????
????????????????????????
?????????????????????
?????????????????????????????????
?????????????????????
??????????????????????
???????????
84
TQA Criteria
KPI Key Performance Indicator
7.6 ??????????????????????????????????????????????
a ) ??????????????????????????????????????????????
1-5
????????????????????????????
?????????????????????????????????????????????
?????????????????????? ??? ??????????
?????????????? ???????????????????????????
??????????????????????????? ???????????
??????????? ????????????? ???????????????
????? ????????? ????????
????? ????????? ????????
????? ????????? ????????
????? ????????? ????????
????? ????????? ????????
??????????
??????????
??????????
??????????
??????????
????????????
????????????
????????????
????????????
????????????
85
TQA Criteria
KPI Key Performance Indicator
7.6 Governance KPIs
????????????????????????????????
?????????????????????????
?????????????????????
???????????????????????
?????????????????????
???????????????????????????????????????
86
TQA Result Criteria
KPI Key Performance Indicator
levels of performance meet goals
sustained improvement trends
comparisons and benchmarks
comparisons and benchmarks
all key measures
87
????????????????? KGTB/GTBK
KPI Key Performance Indicator
Key measures K
Goals G
Benchmarks B
Category 7
Trends T
88
????????????????? KGTB/GTBK
KPI Key Performance Indicator
Key measures K
Goals G
Trends T
Benchmarks B
KRA /Key Result Area X
X
Y
Z
40
kpi 1
1
40
50
40
50
kpi 2
2
50
40
40
35
kpi 3
3
35
45
35
4
45
50
45
45
kpi 4
89
Criteria 7
90
KPI Key Performance Indicator
KPI Key Performance Indicator Examples
91
KPI Key Performance Indicator
??????????????????????????????????????????????????
?????????
92
KPI Key Performance Indicator
??????????????????????????????????????????????????
?????????
93
KPI Key Performance Indicator
??????????????????????????????????????????????????
?????????
94
KPI Key Performance Indicator
??????????????????????????????????????????????????
?????????
95
KPI Key Performance Indicator
?????????????? ????????????????????????
96
KPI Key Performance Indicator
?????????????? ????????????????????????
97
KPI Key Performance Indicator
?????????????? ????????????????????????
98
KPI Key Performance Indicator
Management Cockpit Room
99
Cockpit Room
KPI Key Performance Indicator
????????????????????????????????????? Management
Cockpit Room (Prof.Georges)
???????????????????????????????????????????? ?????
???????????????????? ???????????????? ????????????
?????????????????????
????????????? ??? ??? ?????????? (????????????????
??????????????????????????????)
100
Cockpit Room
KPI Key Performance Indicator
1
3
2
4
Management Cockpit Room ( War room )
101
Cockpit Room
KPI Key Performance Indicator
102
Cockpit Room
KPI Key Performance Indicator
103
Cockpit Room
KPI Key Performance Indicator
104
KPI Key Performance Indicator
Benchmarking Why Start From Zero ?
105
Benchmarking
KPI Key Performance Indicator
????????????? ?
????????? KPIs (Benchmark)
????????????? ?
??????????????? (Best Practices)
??????????????? ?
????? Best Practices ?????????????
??????????????????? ?????????? ?
106
Benchmarking
KPI Key Performance Indicator
107
Benchmarking
KPI Key Performance Indicator
108
Benchmarking
KPI Key Performance Indicator
Measures
???
???
1
2
Self Assessment
Benchmarking
?????????????
?????????????
?????? ?????? ?????????
4
3
Improvement
???????? ???????
????????????? ?????????????
Learning
Practices
109
KPI Key Performance Indicator
Its about management and change first
measurement and technology are second
110
KPI Key Performance Indicator
??????? ?????????????????????????????????????
?????????????????
????????? ??????????????????????????????????????
???????? ????????? ????????????????????????????
???????????
???????????? ??????????????????????????????????
?
????????????? ??????????????????????????????????
??
111
KPI Key Performance Indicator
Center of Excellence ????????????????????????
?????????????????????????
WWW.FTPI.OR.TH WWW.TQA.OR.TH Tel.
0-2619-5500 Fax. [phone] Supachai _at_
ftpi.or.th