63
Build Bright University BENCHMARKING ជពក ១ ទនបកម នករយកគរ តម BENCKMARKING UPDATE បគលដលធ ករហ កធហ នធយគ នករព ចរណទ កជមន នតមដបភ" # ផ" % វឲ(ដគ%រត*ឆងធ-.ធទ អចឲ(ព2កធគស ល4 អ6កកន4តច8ស4ត:មធទ;។ (He who exercise not forethought but makes light of his opponents is to be captured by them.) ....Robert C. Camp... . សចក (INTRODUCTION) តករយកគរតមអចជយកលអរដល ករងរបកបកជងតយរតណ? ករយកគរតម ជស លនករស កព គរបជងជលកពងបត ករងរណម"យជល បស$ រជងបក%មហ’ ន(ស)*ងស(+ត។ វអចឲ2អ 4ក(("លបវភពខសជ9កព មរហតល::នម; ងក4 ងបត ករសល $ គណភព, សល=, ងន>9ស $ ម។ ស សចក បថ4 រស:ករយកគរតម គ $ ចលងតម ង ជកលអរ «(សង@ $បស$ រនបកជលង » (best practice) ជលមសBក4 ងឧសហកមDម"យ ឬ ឧសហកមDទ ងឡយជលបឆ9ងកត:។ តបកមហនណខ#$កដលអ%កគ&ថជបកមហនកដលមនទតង+ បត,រផ? ចណចជលគ"រច:ស) $ ម គ ករសក:ស"រច សKLអត > , អ4ក)Mត:)Mង : , ងអ4ក(("លជចកចយ ជលព"កសគជអ4កវយតនលសល $ (សង@ $ជលបស$ រ)ត។ . ករយកចតទកដកចសដស រករ ជកម (FOCUS ON THE BUSINESS PROCESS) មកល:សពលឥឡ វសL សយ $ ងសP $ ញថករយកគរតមបតRវបជស@ងរកវ(ស*Kក:ពS Tជល ជល(S)លន សណ $ រករអ វកមD ជលបម កព ពTតUមបតឡ:ព អត > , មលដW ន>9ស $ , ចង : កត:Xយករ តនកហសឆMង, ចង : សងY $ប(ព2បក%មហ’ , បតRវករជកលអរខ" វកមD ឬ)លស)*ងន( ស(+ត។ សBក 4 ងមZដWនករយកគរតម សណLបសយម"យសក $ តសឡ $ ងគ ជ)[កសល $ មលដWន ញ]ជម(Problem-Base Benchmarking)។ មTយថករបត កមDត ^ ងញ] ន‘ :មកជស@ងរក សណLបសយប (Sភពសដយឆ9ងកត:ករយកគរតម។ សLគ ជមលដW ងសរ:ករស ករយកគរតម b ជមសរcងម"យស(+តជលអ4កបតRវព ចរណសដយប%ងបយTត4 ថសត $ សLព តជ CHUON SAMNANG, MBA Page 1

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Build Bright University BENCHMARKING

ជ�ព �ក ១

ទ�ន��បកម�ន�ករយកគ�រ �តមBENCKMARKING UPDATE

ប�គ �លដ�លធ�ករហ�កធហ�នធ�យគ� នករព�ចរណទ �កជម�នម�នត��មដ�ប ភ"#ផ "%វឲ(ដ�គ%រត*ឆ ងធ-.ធទ អចឲ(ព2កធគស� ល4អ6កកន 4ត�ច8ស4ត:មធទ;�។

(He who exercise not forethought but makes light of his opponents is to be captured by them.) ....Robert C. Camp...

១. ស�ចក��ស��ម (INTRODUCTION)ត��ករយកគរតមអចជ�យកកលអរដល�ករងរប�ក��ប�កជងត�យរត���ណ?

ករយកគ�រ�តម គ�ជស�ល��ន�ករស�ក�ព�គ�រប�ជ�ងជ�លក�ព�ងប�ត��ត��ករងរណម"យជ�ល ប�សស$រជងបក%មហ'���ន(ស)*ងស(+ត។ វអចឲ2អ 4ក(("លប���វភពខ�សជ�9កព�ម��រហ�ត�ល:��:នម; �ងក4�ងប�ត��ត��ករសល$គ�ណភព, សល�=�, ��ងន>9ស�$ម។ ស សចក��បបថ4 រ�ស:ករយកគ�រ�តម គ �ស�$ម� � ច�លងតម ��ង ជកល�អរ «(សង@$ប�សស$រនបកជលង» (best practice) ជ�លម�សBក4�ងឧស�ហកមDម"យ ឬ ឧស�ហកមDទ �ងឡយជ�លប�ឆ9ងកត:។

ត��បក�មហ� នណខ#$កដលអ%កគ&�ថជបក�មហ� នកដលមនទតង+�ប�ត,�រ�ផ �?

ច�ណ� ចជ�លគ"រច�:ស)�$ម គ �ករសក:ស"រច�សKLអត�>���, អ4ក)Mត:)Mង:, ��ងអ4ក(("លជចកចយ ជ�លព"កសគជអ4កវយត�នលសល$(សង@$ជ�លប�សស$រ��)�ត។

២. ករយកច�ត�ទ�កដក�ច�ស��ដ�ស� រករ��� ជ�កម� (FOCUS ON THE BUSINESS PROCESS)មក�ល:សពលឥឡ�វស�L សយ$ងសP$ញថករយកគ�រ�តមបតRវប�ជស@ងរក��វ(ស*��Kក:ព�STជ�ល

ជល(S)លន���សណ$ រករអ��វកមD ជ�លប�ម កព�ពTតUម�បតឡ�:ព�អត�>���, ម�លដW �ន>9ស�$ម, ចង: កត:��Xយក�រ �តន�ក�ហ�សឆMង, ចង:�សងY$�ប(ព2បក%មហ'��, បតRវករជកល�អរខ"�អ��វកមD ឬ)លស)*ង�ន( ស(+ត។ សBក 4�ងម�ZដW �ន�ករយកគ�រ�តម ម���សណLបសយម"យសក$តសឡ$ងគ�ជ)[កសល$ម�លដW �ន� �ញ] ជម��(Problem-Base Benchmarking)។ ម��Tយថករប�ត�កមDត��̂ង�ញ] �ន̀�:មកជស@ងរក ��សណLបសយប�ស�(Sភពសដយឆ9ងកត:ករយកគ�រ�តម។ ស�Lគ �ជម�លដW �����ងស�រ�:ករស�ក� ករយកគ�រ�តម � b�ជ��ម�សរcងម"យស(+តជ�លអ4កបតRវព�ចរណសដយប�%ងប�យTត4 ថសត $វ �ធ�ស�Lព�តជ

CHUON SAMNANG, MBA Page 1

Build Bright University BENCHMARKING

បត̂មបតRវឬអត: សដយសរជត�ញ ] ស�Lសហ$យអ4កបតRវសប�$បបស:ប�ភពន�ករយកគ�រ�តមជ�លប�សស$រ ��)�ត សនLអ4ក�̂ង(("លប�មកវ �ញ��វក�រ �តខfស:ម"យគ"រជ(�សពញច�ត�។

បក%មហ'��ទ �ងឡយណជ�លម�ស�សកកមD ��ង(�សសgចhស:លស: ជព�សសសករសj� តយក ��វអ(�ភពទ �ងឡយជ�លព"កសគយល:ថ វជច �លងករច�បច:ស�$ម� ����ករអ��វត��kករជកល�អរសlf L សmរកសnលសgទ �ងឡយរ�ស:ខ9"�។ យ� �ករ�oប�ស�(Sភព��)�ត គ �ករសធ@$សមហរណកមD ��ងករជក ល�អរ, ��ង��សណ$ រករជ�លរ"មច�ជណក�ល:សnលសgអ��វកមD។

បក%មហ'��ទ �ងឡយព"កសគប��សងY$តត�នល (Value) ឲ2សលចសចញជករព�តសBក4�ង��សណ$ រករ អ��វកមD ជ�លបតRវប�កត :ស�nល:សP$ញថ ម�ក រយល:�^ងក�រ �តខfស:ម"យជ�លព"កសគម��ធ9 �:ម� សនLគ�ករj9 ស:��� រតមរយ�ករវbស:ជវងករអ��វត��kសដយឆ9ងកត:ករយកគ�រ�តម។ សល $សព�ស�Lសយ$ង សP$ញថ បក%មហ '��ទ �ងសនLម�ករយល:�^ងសបqព�ល(S)លជ�ល(("លប�ព�ករj9 ស:���រ��សណ$ រករ ប�បព̂ត�។ ម ��Tយថវម��បត̂មជតជកល�អរសល$��សណ$ រករច �បច:�b�សណr Lស( គ �បគ�:��សណ$ រករទ �ង អស:បតRវជតអ��វត��kតម(សង@$ជ�លល[��)�ត សហត �ស�Lសហ$យករយកគ�រ�តមសដយជ)[កសល$��សណ$ រករ គ�ជករយកគ�រ�តមសដយជ)[កសល$ល(S)លជ�រ។

៣. ករយកគ�រ !តមតត$វបនចងភ� ប�ស+ន,ង�ក-ព�រម0 ត�គ1សប�កកម� ន�ងទ,� ស3 (BENCHMARKING TIED TO MISSION AND OBJECTIVES)

បក%មហ'��ទ �ងឡយ ព "កសគជតងជតស�សរចប���វករបគ�:បគងគ�ណភពសរ��(TQM)ឬករ��� ��វករជកល�អរគ�ណភព(CQI) ស�Lជមសធsបយរ�ស:ព"កសគ ស� $ម� �ឈ�សmក�:សnលសgទ �ង ឡយច�:ព�សល$រហ�ត�ល:សបកមសដយម��ល�សអ+ង។

ស�$ម� �(("លប���វភពសមបស�n4 រវងសnលសgអងMភព � �ង��សណ$ រករ អ 4កបតRវ�^កន �វឲ2 ឆ9ងកត:��ណក:កលករបគ�:បគងគ�ណភពសរ��ស�� ខណ�សពលម�ករអភ �វឌv�kសnល�សw-

បយអងMភព។ យ �(Sសសស�ជកល�អរត�រ�វករអចប�បព̂ត�សmប�អបសTយសល$កររកសP$ញភ9 ម��វប�ត�- �ត��ករប�សស$រនបកជលង��)�ត ស X�តសBសបកមសX �ភពស�Lករយកគ�រ�តមបតRវព���ត2អសងYតសដយj̀ល: �ល:ករជកល�អរល(S)ល ស�Lគ�ជករចង:ប�រ�ស:ថ4 ក:�^កន �រ�ស:អងMភព។

ករជ�:Kក:ព�Sច�សKLករយកគ�រ�តម វគ "រជត�ង] ញ)ងជ�រ��វករព̂ងជ)[កព�ស�ណក: (�ស -

សg, អ(�ភព ��ងស�សកកមDរ�ស:បក%មហ'��។ ជតករព̂ងជ)[កស�Lម��បតRវប��ង] ញស( ប�ស��ស�$សក-

មDភពន�ករយកគ�រ�តមម�ករប�̂ងជប�ងត�ចត"ច។ � �សច4 L ជ) 4ក����ងគ�ករសធ@$ជ)�ករយកគ�រ�តម បតRវចងឲ2ជ�:ជម"យ�̂ងសnលសgរ�ស:អងMភព។ � b�នD �l4 �>D�ស�L ករយកគ �រ�តមបតRវប�សគស�ក�ព� ភពតបមRវជ�លសចLជតសក$�សឡ$ងច�សKLករយកគ�រ�តម សដយសប� $បបស:មសធsបយមត�(�សmជអ(�កមD (consensus ways of prioritizing)��ងមសធsយបយឆ9ងកត:ករវ �ភគជអ(�កមD(analytical ways of

CHUON SAMNANG, MBA Page 2

Build Bright University BENCHMARKING

prioritizing)។

�ន̀�:មកសគសj� តសល$សកមDភពយកគ�រ�តមសដយសធ@$សមហរណកមDសល$��សណ$ រករអ��វកមD ជអ(�ភព ស� $ម� ���សណ$ រករជសរវ��ម"យច��"�ត�ចសនL សហ$យ��ក�ញz� លជម"យករអ��វត��kន�ករ ប�ត��ត�យកគ�រ�តមជ�លប�សស$រ��)�ត សបកយមកសយ $ង�̂ងសP$ញករព̂ងជ)[កទក:(ងwbង��តស4�តជ ម"យសnលសgរ�ស:អងMភពបតRវប�សលចសឡ$ង។

៤. ករតគប�តគងដ�ស� រករយកគ�រ !តម (MANAGING THE BENCHMARKING PROCESS)

បគ�:ករងរយកគ�រ�តមអច�រ�TយសBក4�ង��សណ$ រករធ�ៗ ព�រ គ ���សណ$ រករអ4កសប�$បបស:(User

Process) ��ង��សណ$ រករបគ�:បគង(Management Process)។ក. ដ�ស� រករអ7កសតបតប�� (User Process)

សBក4�ង��សណ$ រករស�Lម�១០��ហ� ឬ អចត�ចជងរ �សបច$�ជងព�១០��ហ� ស�$ម� �សប�$ បបស:��សពញ��សណ$ រករស���អសងYត វគ �ជករសj� ត����ងន�ករយកគ�រ�តម គ �ស�ក�បសវបជវ ព�ករប�ត��ត��រ�ស:ឧស�ហកមDជ�លប�សស$រសល$សសគ ��ងម���សណ$ រករបសស�+ងn4 ម"យច��"� ស�$ម� �អភ�វឌv�k(Developed) ��ងយកល�ន �តម(Adapted)អងMភពទ �ងសនL។ Figure 1. Benchmarking Process Models

4-step 6-step 7-step 8-step 10-step

Planning the study

Prepare to benchmark

Plan Determine functions or process to benchmarking

Identify key performance variables

Identify best-in-class companies

Define business issue Define what to

benchmarkingDefine benchmarking

measuresDetermine who to

benchmark

Identify processIdentify partner

Collecting process data

Research process

Research Observe

Measure performance Acquire data Collect data

Analyzing data for results

Document best practices

Analyze Compare performance and estimate gaps

Compare performance Identify actions to close

the gap

Determine gapProject future

performance

Adapting for improvement

Report and implement

AdaptImprove

Specify improvement programs and actions

Implement and monitor results

Implement improvement and monitor results

Gain support Set goalsDevelop plansImplement plansRecalibrate

benchmarks

CHUON SAMNANG, MBA Page 3

Build Bright University BENCHMARKING

ខ. ដ�ស� រករតគប�តគង (Management Process)

គ�ជអ@�ជ�លសល$សព���សណ$ រករអ4កសប�$បបស:ជ�លបតRវប�អ��វត�ធនថ ករយកគ �រ�តមព�តជប�ក�សដយប�ស�(Sភព។ � �សណ$ រករស�Lចង:��wយព� ម��សពល ក �ឡ�ងសពល ��ងសកមDភព�ន̀�:ជ�លពបង�ក��សណ$ រករអ4កសប�$បបស:ស�L ស�$ម� �ធនប���វសជគ�Tយរ�ស:វ ។Figure 2. Benchmarking task consists of two major processes

៥. ស:លប��ងននករយកគ�រ !តម (THE PURPOSE OF BENCHMARKING)ក. វ�ភគតបត�បត��ករ (Analyze the operation): បក%មហ'��ទ �ងឡយជ�លអ��វត�ករយក គ�រ�តម បតRវជតវ bស:ជវងព�ច�ណ� ចខ9 �ង � �ង ច �ណ� ចសខ�យន�ប�ត��ត��ករករងរ�ចz����4រ�ស: ព"កសគ, ករវ �ភគសមសភគន>9ស�$មស�ខ�:ៗ, ករព�ចរណព�ករត[�ញជត[ររ�ស:អត�>���,

ត���:ច�បច:ស�$ម� �ជកល�អរ, ��ងករកត:��Xយសពលសវល ��ងជស@ងរកវ �ធ�ស�$ម� �កត:��Xយក�ហ�ស ��ង ករខ�Lខ� យ ឬស�$ម� ��សងY$�ប(ព2មកវ �ញ។ខ. ស> ល�អ7កន �ម�ខតបក@តតបជជងក7�ងឧ�Cហកម� (Know the competition and industry leaders): បក%មហ'��ទ �ងឡយជ�លអ��វត�ករយកគ�រ�តមបតRវជតជស@ងរក�រណជ�លជ��គMល ប�សស$រសល$សម��ស*ទ �ងឡយ (Who is the best of the best)។

គ. ស�បគប�ភពតបស�រសល�សគសទEដង (Incorporate the best of the best): បក%មហ'�� ទ �ងឡយជ�លអ��វត�ករយកគ�រ�តមបតRវជតស�ក�ព�អ4ក�^កន �, បតRវជតរកឲ2សP$ញ(�ណជ�ល ព"កសគសX�តសB � �ង សត $ព"កសគសm�ល:(�ណសហ$យ, ស�ក�ព�(សង@$�oឧត�ម��)�តរ�ស:ព"កសគ � �ង ម�លសហត�ជ�លព"កសគប�ត��ត��, សហ$យ��ង សធ@$ករប�ណ �ងប�ជ�ង�̂ងក�ចzប�ត��ត���oប�សស$រស�L។

ឃ. ទទ@លបនឧត�មភព (Gain superiority): បក%មហ'��ទ �ងឡយជ�លអ��វត�ករយកគ�រ� តមបតRវជតពswមយក��វគ�រ�ជ�ល>D�ៗសអយប�។

៦. តព�ជដនននករយកគ�រ !តម (BENCHMARKING SCOPE)

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Management process:

Establish

User process:

Support

10-step

Sustain

Build Bright University BENCHMARKING

ក. ករក��ត�អតHនIយជ�K!វករ/តបត�បត��ករ (Definition: formal/operational)

ក. ផល!តផល ន !ង ស 'វកម*+ បតង:ច�ណ� ចស�Lសយ$ងគ"រជត�សងY$តលក�ណ� � �ងម�ខងរ ជ�លជ��ណងបបថ4 រ�ស:អត�>��� សដ យករសធ@$ជ)�ករ)ល�ត)ល, ករជកនឆ4 � �ង ករអភ�វឌv�kសnលសg)ល�ត)ល ��ងក�ចzករ�សចzកវ �(sជកនឆ4។

ខ. ដ.ស/0 រករអជ5វកម*+ សដយជ)[កសល$ម�លដW �ន�ករជកល�អរ��សណ$ រអ��វកមD ��ង ករ សរ+�ច���សណ$ រករអ��វកមDសឡ$ងវ �ញ។ សហ $យវជជ)4កទ �ងម�លន�ករច�:ស)�$មអ��វត� ករជកល�អរគ�ណភពជ����ន̀�: ស� $ម� �ស�សរចប���វសnលសg � �ង(�សសgរ�ស: អងMភព។គ. ករវ8'9វវងទសង<0ផល+ ល(S)លន�ករយកគ�រ�តម ��ចជ)ល�ត)ល សសវកមD ��ង � �-សណ$ រករគ�ស�$ម� ��សងY$ត � �ងសធ@$ឲ2ម�ស�ពលភព(�សសgច�សKLករវbស:ជវង(សង@$)ល ម"យច��"�ត�ចជ�លស�ខ�:អចសធ@$ករ�^កន �អងMភពទ �ងម�លប�។

ខ. តបសMទននករយកគ�រ !តម(Types of Benchmarking)

Internal This is a comparison among similar operations within one's own organization.

Competition This is a comparison to the best of the direct competitors.

Functional This is a comparison of methods to companies with similar processes in the same function outside one's industry.

Generic process This is a comparison of work processes to others who have innovative, exemplar work processes.

គ. ករសN� តសលក�រ �តO យ �ទPសស�� ន� ង តបត�បត��ករ (Focus Level: Strategic and Operational)

ក. ករផ�� តជយ�ទ�សស�� (A STRATEGIC FOCUS): ករយកគ�រ�តមបតRវប�សគ �ញz� លសmក4�ងយ�(Sសសស�ប�ក"តប�ជ�ងសល$ភពខ9 �ង��ងសខ�យ វបតRវប�សគសប� $បបស: ស�$ម� ��^ង � �ង �សង Y$ត)ល�ត)ល � �ងសសវកមDស�រ�:ប�ក"តប�ជ�ងជយ�(Sសសស�, ��ង ស�$ម� ��សងY$តសnលសgស�រ�:ករអ��វត��o)ល�ត)ល, សសវកមD, ក�រ �ត)Mត:)Mង:�ល:អត�- >���, ករសប�$បបស:ប(ព2, អបតហ�រញ�វតX� , ��ងអភ�វឌv�kប�ត��ត��ករស�ខ�:ៗជ�ល�̂ង ស�សរចប�សnលសg យ�(Sសសស�។

ខ. ករផ�� តជប#ត$#ត�$ករ (AN OPERATIONAL FOCUS): ករយកគ�រ�តមបតRវ ប�សគសប�$បបស:ស�$ម� �ជស@ងយល:ព�ត�រ�វករជក:លក:រ�ស:អត�>���, ��ងស�$ម� �យល:�^ង

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Build Bright University BENCHMARKING

(សង@$ឥតសខz Lស�$ម� �ស�សរចប���វករ��សពញច�ត�អត�>���សដយជកល�អរ��សណ$ រករងរ ខងក4�ងអងMភព, ��ងក�ណត:ព�ក�រ �តក4�ងករអ��វត��kប�ត��ត��ករ ស� $ម� �ក9 យជអ4កលក: ជ�លសX�តក4�ងបកជសជភ4ករ�ស:អត�>���។

ឃ. ដ�សR�តសយO ម!លដS នបញU ទល �ន,ង ម! លដS នដ�ស� រករ (Approach: Problem Based Versus Process Based)

● ដ� ណ��ស�យណម�ដ� នបញ� (In a problem-based approach) ប�ស��ស�$nD � ជ)�ករជក:លក:ស�រ�:ករយកគ�រ�តមស( សនLសយ $ងម��អចបគ�:បគងសកមD- ភពប�សឡ$យ។ ��សច4 L អ4កបតRវជតជស@ងរកឲ2សP$ញ�ញ] សល$�ញ] ខណ�សពល ជ�លសហត�ករសក$តសឡ$ង។

● ដ� ណ��ស�យណម�ដ� នដ� ណ� រករ(In a process-based approach)ស�$ម� �យក គ�រ�តម អងMភពទ �ងឡយជ�លចង:ក9 យជស�$ងចស:ក4�ងករតមរកគ�ណភព ��ង ករជកល �អរជ����ន̀�: ព "កសគបតRវជតស�សរចថ អចបគ� :បគងសកមDភព យកគ�រ�តមឲ2ខ�ជតប� សបK Lវជ��សណLបសយ�oសជគ�Tយ��)�តជ�លន � មក��វវ ��Tយអភ�បលក�ចzបត̂មបតRវ។

៧. ករក��ត�គ�រ !ស:ល ន�ង ករយកគ�រ !តម(BENCHMARKS AND BENCHMARKING )

អតX�Tយស)*ងn4 រវងករក�ណត:គ�រ�សnល � �ងករយកគ�រ�តម សយ $ង�̂ងយកមកស�ក�ឲ2ប� ចhស:លស:��ចម�ខងសបកមស�L៖

ក. ករយកគ�រ !តមO ដ �ស� រករ ឬ�កម�ភព (Benchmarking: A Process or Activity)

ម���យម�Tយម"យច��"�អច)�ល:��វ(ស*�� ស)*ងៗn4 ៖

Xerox Definition: �����សណ$ រករឥតឈ�:ឈរក4�ងករស̀�សង̀:ព�)ល�ត)ល សសវកមD ��ង ករប�ត��ត��ជ�លប�ឈមជម"យន�គ�រប�l �ងរ�ស:សយ$ង ឬបក%មហ'��ជ�ល សយ$ងសM ល:ថន �ម�ខសគ។

Quality Definition: ករសប�$បបស:��សណ$ រករស�ង:ដរម"យស�$ម� �វយត�នលសជគ�Tយ ក4�ងករ��សពញត�រ�វកររ�ស:អត�>���។

Generic Definition: ម�លដW �ក4�ងករ�សងY$តសnលសgអ��វត�សមសហត�)ល បត Rវឆ9ង កត:ករជស@ងរកឧស�ហកមDជ�លម�(សង@$ប�សស$រសល$សសគជ�ល�̂ងន �សmរក(សង@$�o ឧត�ម។

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ខ. ករក��ត�គ�រ !ស:លO ��ង�ដរឧ�Cហកម� (Benchmarks: An Industry Standard)

ករកណ��គរព0ណន ឬក រអន វ�5ន6 (Descriptive benchmarks or practices) គ�ជ ករ�សងY$ត��សណ$ រករងរម"យច��"�សBម�ខច�ល, �ណ�� � ��ណក:កល�ជ�លៗម"យជ�ល ម�មកសល$�ណ�� � ន�ក�ចzអ��វត��k ឬវ �ធ�សសស� � �ងម�ខសចញ។ ប�ស��ស�$(សង@$សនLវម� លក�ណ�ប�សស$រជងសគសBក4�ងឧស�ហកមD ព "កសគ�̂ង(("លយកម�ខសចញជ�ល�̂ង ��សពញច�ត�អត�>���ប�។

ករកណ��គរ�រ &មណ ឬករវ8,�កវងទតង+� (Quantitative benchmarks or performance measurements) ករវbស:ជវងករក�ណត:គ�រ�សnល គ �ជ���វត��kន�ករងរក�ណត:គ�រ� សnលស�$ម� �ដក:ប�ត��ត��ករវbស:ជវង។ វអចជសnលសg ឬ( �សសgទ �ងឡយជ�ល ��wយអ�ព� ករ� �សពញច�ត�អត�>���, ករសល$ក(̂កច�ត� � �ង��សពញច�ត���គMល�ក, គ�ណ ភព ��ងសពលសវល, ��ងល(S)ល���"ញ។

៨. ដ�ស� រករននករយកគ�រ !តម (THE BENCHMARKING PROCESS)��សណ$ រករន�ករយកគ�រ�តមម�១០��ហ��̂ង�ង] ញក4�ងគ���សតង(�៣

1. ស�រ�ចច�ត�ថមនអ �រ��ម��ទ�កជរ�លគ��� (Decide what to benchmark) ក�ណត:��វកល��វត� ភពជ�លធ���)�តស�$ម� �ជកល�អរករងរទ �ងឡយជ�លម�សBក4�ងអងMភព។

2. ក�ណត�ស��ល�ថន�ណគ��ទ�កជរ�លគ��� (Identify whom to benchmark) ព�ចរណថ សត$បក%មហ'��ណម"យជ�លអ��វត�ប�ត��ត��ករករងរប�ក�សដយឧត�ភពជងសគ សហ$យក�ណត: ថអច(("លយកប� ឬគ"រយកល�ន �តម។

3. ផ"នក� ន�ង ក��%កន�ក�រស��បអរង(ត (Plan and conduct the investigation) ព�ចរណថ(��4�Tយអ@�ជ�លជត�រ�វករ ��ងរស�+��^កន �ករសស�$�អសងYតយកគ�រ�តម, តមដ�សម$លករអ��-វត��k>D�ជ�លប�សស$រសល$សសគ។

4. ព�ច�ណព�ចរន+ ,ខ ,ខតក/�ងទរង �បច0�ប�ន/ (Determine the current performance gap) �ន̀�:ព�ប��ញz�:ករសស�$�អសងYត � �ងករតមដ�, សយ$ងបតRវគ�តថ សត $(សង@$ឥតសខz Lក�រ �ត ណជ�លប�សស$រជងវ �ធ�សសស�ករងរ�ចz����4។

5. រ1 �គ�រ2ងរល�ក�� �តអន�វត�នរពលអនគត (Project future performance levels) សយ$ងបតRវ គ�តថសត$ចសន9 Lខ@Lខតករងរក�រ �តណជ�ល�̂ងរ"មត�ច ឬរ �កធ�នសពលអនគត�oខ9�ខងម�ខស�L ��ង សត$ម�ឥ(S�ពលអ@�ជ�ល�bLKល:�ល:អងMភព?។

6. ទ�នក�ទ�នង�វងក�ផស ង�កក�យកគ���តម ន �ង ក �ទទ�លស8 ល� (Communicate

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benchmarking findings and gain acceptance) ទក:(ង�̂ងករជស@ងរកអ@�បគ�:wbងជ�ល ព"កសគចង:�^ង ស�$ម� �(("លសM ល:គ�រ�សnលទ �ងសនL សហ$យ��ងករj� ច:ជ� រ។

7. ផកផ9បរ�លរ:9បត�បត�� (Revise performance goals)ជកជប�វ �ធ�ជស@ងរកសmក4�ងរបយករ ប�ត��ត��ជ�លសរ+�រ�:ព�អ@�ជ�លគ"រជកល�អរសល$ករអ��វត��kប�ត��ត��ករជ�លប�សស$រ��)�តសBក4�ង ��សណ$ រករអ��វកមD។

8. ក�បរង(�តផ"នក�សកម;ភព (Develop action plan)�សងY$តជ)�ករអ��វត�ជក:លក:, ករ វbស:ជវង, ភរក�ចz ��ង កលវ �ភគស�$ម� �អ��វត�សកមDភពសល$គ�រ�ប�សស$រ��)�ត។

9. អន�វត�សកម;ភពជក�លក� ន�ង ��រណ� �ក�9ត>តព�ន�ត? (Implement specific action and monitor process) ករអ��វត��kជ)�ករ � �ងរបយករណk គ �ស�$ម� �ពបង�កភពជមz ស:សល$ ��សណ$ រករស�ខ�:ៗ ��ងករបគ�:បគង។

10. ក�9ក�តរ@�ងវ �ញន�វក�� �តក�ណត�គ���រ�ល (Recalibrate the benchmarks) ជ��ណក: កលក�ណត:សnលគ�រ� � �ងអភ�វឌv�kប�ត��ត��ករករងរក4�ងសពល�ចz����4ជម"យករសចLជត��� សធ@$ករj9 ស:���រក4�ងឧស�ហកមD។

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Build Bright University BENCHMARKING

Figure 3. The formal, 10-step benchmarking process

..........................the end of chapter 1.............................

CHUON SAMNANG, MBA Page 9

1. Identify benchmark subject

2. Identify benchmark partner

3a. Determine data collection method

3b. Collect data

4. Determine competitive gap

5. Project future performance

6. Communicate results

7. Establish functional goals

8. Develop action plans

9. Implement plans and monitor results

10. Recalibrate benchmarks

Planning

Analysis

Integration

Action

Build Bright University BENCHMARKING

នមនរC�ទ� ២

អF�ដHលតKLវយកជគ�រ �តមWHAT TO BENCKMARKING

ជនទ �ទ��>�ន�យមធម�លធ?�ញករល បក4ធBក6�ងឱកសនDម2យៗ ដ�ជនស�ទ��>�ន�យម ធម�លធ?�ញឱកសធBក6�ងករល បកនDម2យៗ។

(The pessimist sees difficulties in every opportunity; the optimist sees opportunities in every difficulty.) L.P Jack (English philosopher)

១. នRចកUនVUWម (INTRODUCTION)

អ4កជតងជត�"�ប�(Lករព�តព�រជ�លម�ជយ�រwរណស:មកសហ$យ វអច� "យសយ$ងស�nល: ប�ព��ញ] ស� $ម� �ព�ចរណថ សត$អ@�ជ�លបតRវយកជគ�រ�តម។ (�ម"យ គ� "ករវស:ជវងព�ករដក:ក�រ �តឲ2 ហ"សព�សមតXភព � �ងករសម$លរ �លង��សណ$ រករ"។ ( �ព�រ គ � "ជអ@�ជ�លnD �រស�+�រ�រយសដយnD � របយករណk បតម̂បតRវ "។

ករប�ត�កមD����ងស�$ម� �ឈ��ល:ករយកគ�រ�តម គ �សចញមកព�ករគ�តជតម"យគត:សmក4�ងលក� ខណ� ន�ករវbស:ជវង(សង@$ជ�លស�សរចប� ស�Lសហ$យជល(S)លម"យជ�លអ4កបគ�:បគងចង:ប�។ សទL ��ជwbងណកoសដយ អ4ក��នញករខងករយកគ�រ�តម ព"កសគប��ង] ញថ វគ�ជសរcងម"យសj� ត សmសល$សកមDភពករយកគ�រ�តមច�សKL��សណ$ រករអ��វកមD ��ងសmសល$ករជកល�អរ��វ��សណ$ រករទ �ង សនL, ជ�ល�̂ង(("លប�មកវ �ញ��វអតXប�សw��k�oអសz រ2។

វគ�ជសមតXភពមbsងជ�លអងMភពអចយល:�^ងប� សហ $យវសBជតម�ត�រ�វករស�$ម� �(("ល មកវ �ញច�សKLម�លដW �ន�ករអ��វត��kអងMភពម"យប�ក�សដយប�ស�(Sភពទ �ងម�ខច�ល ��ងម�ខសចញ។ សនLគ�ជវ �ធ�សសស�ជ�លគ"រជតយកសmសធ@$ករជកល�អរ��សណ$ រករ���"ញ, ��ងជមnU ស�ខ�:ម"យន� ជ)�ករកមD, �(�ញ� ន)ក̀4�ង(វ ��Tយ), ��ងករសធ@$ករជកល�អរជ����ន̀�:ប�ក�សដយសជគ�Tយ។

អ4កប(̂ស��ប�រកសP$ញថ អង Mភពទ �ងឡយបត:�ង:ករយកច�ត�(�កដក:ជម"យ�̂ង��សណ$ រ ករអ��វកមDជម�លដW �រ�ស:ព"កសគ។ សដយសរជតករល �បក:ក4�ងករស@Lជស@ងរក��គMលជ�លប�ក� សដយច�សណL�^ងសBក4�ងអងMភពម"យជ�លអចពណU នព�រស�+�អ��វត���សណ$ រករជ�លម�លក�ណ� វ ���ច�Tយ។ � �ហ�ន�ករយកគ�រ�តមជតងជតម�ជ����ងគ� ម�ខច�ល , ��ហ���សណ$ រករ, ម�ខសចញ, ពTតU ម�បតឡ�:, ��ងល(S)ល។ ច�រសម$លគ���សតង(�៣ ជ�ល�ង] ញព���សណ$ រករ(�សmម"យ។

CHUON SAMNANG, MBA Page 10

Build Bright University BENCHMARKING

Figure 4. Benchmarking Processes

២. ទRX�Yជ�ហ�R��[ (THE CONCEPT OF STEP ZERO)

ម���ន4 ករម"យសក$តសឡ$ងសBសពលសយ$ងសរ+�រ�:ព���សណ$ រករយកគ�រ�តម១០��ហ� ឬ� �ហ� nD �ក�ណត: ស�$ម� �ហក:សmរក��ហ�(�ម"យ ��ងគ�តថសត$អ@�ជ�លសយ$ងបតRវយកជសnលគ�រ�។ ជញ̂កញ�: អ4កអច�"�ប�(L�̂ងសបnLថ4 ក: ឬអច�សង Y$តករជ�:ដ�)9� វ�ជ�ល ��ង ករសរ+�ច�ករងរសឡ$ងវ �ញ។ សទL��ជwbងណកoសដយ អ 4កម��បតRវបសព�ចបសព�លព���ហ�គ�រ�ក4�ងករយកគ�រ�តមស( គ "រជតស� �ករ ជណន �ជម��ព�អ4កម���នញយកគ�រ�តម ��វគ�រ�ជ�លអចយល:ប�។

��ហ�ជណន �����ង ជញ ^ កញយសគស�សgសល$��ហ�ស��2 សដ យសងYត:ធ��:សល$ត�រ�វករសរ+�ច� ម��សពលឈ�សm�ល:សកមDចម�ង។ អ @�ជ��ហ�ស��2? វម�អស>រម"យច��"�សល$វ �ធ�សសស� � b�ជ��ម� សរcងម"យជ�លសគ��យមគ�តគ�រជម��គ� ករឆ 9ងកត:��ហ�ម"យច��"�ជ�ឋមន���សណ$ រករគ�ណភព។

CHUON SAMNANG, MBA Page 11

OutputOutputInputInput WorkWork ProcessProcess ResultsResults

•• What is What is suppliedsupplied

•• Sequence of Sequence of work stepswork steps

•• Best practices Best practices at each step.at each step.

•• What is What is delivereddelivered

•• Performance Performance measuresmeasures

FeedbackFeedback

OutputOutputInputInput WorkWork ProcessProcess ResultsResults

•• What is What is suppliedsupplied

•• Sequence of Sequence of work stepswork steps

•• Best practices Best practices at each step.at each step.

•• What is What is delivereddelivered

•• Performance Performance measuresmeasures

FeedbackFeedback

Customer inquiries Problem resolution process Satisfied customer Percent customer repurchasing

Customer requirement

Product developmentprocess

Product feature Unit manufacturingcost

Order Order picking process Order complete Percent accuracy

Maintenance request Broken call (for parts) process Uptime increased Percent parts filledfrom service-

person’s inventory

Completed orders Billing process Billing quality Percent invoiceserror free

ResultsProcessesOutputsInputs

Markets

Produce

Deliver

Service

Invoice

(Sequence of work steps) (What is delivered)(What is supplied) (Performance measure)

Feedback

Customer inquiries Problem resolution process Satisfied customer Percent customer repurchasing

Customer requirement

Product developmentprocess

Product feature Unit manufacturingcost

Order Order picking process Order complete Percent accuracy

Maintenance request Broken call (for parts) process Uptime increased Percent parts filledfrom service-

person’s inventory

Completed orders Billing process Billing quality Percent invoiceserror free

ResultsProcessesOutputsInputs

Markets

Produce

Deliver

Service

Invoice

(Sequence of work steps) (What is delivered)(What is supplied) (Performance measure)

Feedback

Build Bright University BENCHMARKING

អងMភពភគសបច$�សគជតងដក:�ញz� ល��វគ�ណភព សដ យច�:ស)�$ម�ណ�� L�ណ� លម��ស*រ�ស:ព"កសគ សmសល$��សណ$ រករគ�ណភពម"យច��"� ��ចជ � �សណ$ រករគ�ណភព (the quality process), ករអ��វត��k ករជកល�អរគ�ណភពជ����ន̀�: (continuous quality improvement), ករបគ�:បគងគ�ណភពសរ�� (total quality management), ��ង��សណ$ រករ�ន(ស(+ត។

��សណ$ រករគ�ណភពស�L ជធមDតម�អស>រម"យច��"�wbងសហច�"���ហ�៖1. ករក�ណត:ព�ម�ខសចញ (Determine the output)

2. ករក�ណត:ព�អត�សញ� ណអត�>��� (Identify the customer)

3. ករក�ណត:ព�តបមRវករអត�>��� (Determine the customer requirements)

4. ករ�សងY$តសមតXភពស�$ម� ���សពញត�រ�វករទ �ងសនL (Develop the specifications to meet those requirements)

៣. ករវភគតក_មហab� �cងអទcភពតមដVfក��ម gយៗ (ANALYZE COMPANY AND

DEPARTMENTAL PRIORITIES)

ស�$ម� �សរ+�ច�សកមDភពយកគ�រ�តម បក%មអ 4កយកគ�រ�គ"រជតប�ម�លរល:សម; រ�ជ�លKក:ព�TS ជ�ល អច�"យ�ង] ញ)9� វបស�តម(�សសgរ�ស:បក%មហ'��។ ស �ភរ�ទ �ងសនLស��ព�របយករណk ស�សកកមD ឬ(ស*��វ �សTយ � �ង សnលសg ឬ( �សសg។ � �ងបក%មគ"រជតសj� ត����ងសល$អងMភពទ �ងម�ល �ន̀ �:មក ដក:ករស�ក�សល$បគ�:ជ)4កព�សល$ច�Lសបកម។

អងMភពជ�លម�(ស*��វ �សTយ ឬស�សកកមDជ�ល��សណ$ រករអ��វកមDម� វគ �ជសមសធត� ស�ខ�: ឬជត �នលជ�លបតRវ)�ល:ឲ2សmអត�>���។ ( �សនររ�ស:អងMភពវន �ឲ2សយ$ងងយបស�លក4�ងករ ប�ក����"ញ ឬងយក9 យសmជអ4ករកស��ជ�លសX�តសBក4�ងបកជសជភ4ករ�ស:អត�>���។ សហ$យវកoអចជ សnលសgស�ខ�:ស�$ម� �ក9 យជអងMភពជ�លរង̂ម�ខង)ល�ត)លសBសល$(�)�រ ឬឧស�ហកមD។

ថសត$អ@�ជ�លបក%មម��អចធនប���វសកមDភពn�ប(សnលសgរ�ស:អងMភព? ថសត$អ@�ជ�ល បក%មម��ម�ល(Sភពស�$ម� ��សងY$តរបយករណk ព�ករត�រង(�ស, សnលសg, ��ង(�សសgរ�ស:ខ9"�? សរcង ស�Lកoអចចង[�ល�ង] ញឲ2សP$ញថ សយ $ង�̂ងម�ត�រ�វករ(�សmម"យស�$ម� �ជកល�អរ��សណ$ រករ ឬបក%មម �� ទ�:ម�សnល��ណងចhស:លស:។

៤. H�នj�រករអជkវកម� (THE BUSINESS PROCESS)ករក�ណត:អត�សញ� ណ � �ងករក�ណត:ច�ណត:ថ4 ក:ព���សណ$ រអ��វកមDKក:ពT�Sសm�̂ង��ហ���ច

ខ�សបកម៖1. ករកសក$ត��វក�រ �តខfស:ម"យសល$បគ�:(��Wភព��សណ$ រកររ�ស:អងMភព ស�Lអច�ង] ញព�រស�+�ជ�ល

អត�>���ទក:(ងច�:ព�ស�$មរហ�ត�ល:ច�: ឬរស� +�ជ�ល)ល�ត)លបតRវប��^ក�ញ�� �ព�ករ)ល�ត រហ�ត�ល:សខ9 ងទ@ រសរងចបក។

CHUON SAMNANG, MBA Page 12

Build Bright University BENCHMARKING

2. ករច�ណត:ថ4 ក:��សណ$ រករ���"ញជម�លដW � ជ�លn �ប(ករពណU នក�រ �តខfស:ម"យរ�ស:អងMភព។ �ញ] ស�Lអចជករសរ+�រ�:ល�អ�តសល$ជ��ជ)�ឋន��បកមម"យ។

3. ករក�ណត:សល$ករវbស:ជវងស�ខ�:ៗច�សKL��សណ$ រករ���"ញជ�ល�ចz����4ក�ណត:។ក. ករក��ត�M�នភគដ�ស� រអជ�វកម� (Identify the Business Processes)��ហ�����ង គ �ករ�សងY$ត�sបកមករងររ�ស:អងMភពម"យជ�លសX�តក4�ងក�រ �តខfស: wbងសហច

ណស:បតRវប���សពញតមព�រមសធsបយ។ មសធsបយ( �១ ម�ករសរ+�ច�ចត:ជចងតមម�ខងរជ�លម� បស�: ��ងស��ព�ល�ហ�រករងរជ�លបតRវប�សរ+�ច�សmតមជ)�ករសដយឆ9ងកត:�sបកមករងរច�:ព�ស�$ម រហ�ត�ល:ច�:សព@បគ�:។ ��ងមសធsបយម"យស(+ត សគម��ប�យកច�ត�(�កដក:សmសល$ម�ខងរទ �ងម�លសនL ស( សដយសគព �ពUណនជតល�ហ�រករងរណជ�លសមបស�ជត�b�សណr L រ "មម�ករ�សងY$តកររ �កច�សរ $�សម បស�ម"យ � �ង ករ)ល �ត)ល�ត)ល ឬសសវ កមD � �ងករ�^ក�ញ�� �សm�ល:ន�អត�>���។ ឧទ ហរណk វ �ធ� ជ�លអត�>����ញ� (�ញ, ករទក:(ងសល$ករ�ញ� (�ញ, សសវកមDអត�>���, ករ��សពញតមករ�ញ� (�ញ,

��ង�ងY �:ន�អត�>���។ខ. ករច�Rត�ថ7 ក�ដ�ស� រករអជ�វកម� (Classify the Business Processes)��ហ��ន̀�: គ�ករច�ណត:ថ4 ក:��សណ$ រករអ��វកមD សBក 4�ងខណ�ស�LវបតRវប�សគសរ+�រ�:សដយ

សសង��រ"ចរល:សហ$យស($�សធ@$ច�ណត:ថ4 ក: � �ងសយ$ងគ"រព�ចរណឲ2ប���ត�ល:សល$(សង@$ជ�ល�̂ង�ង] ញ សឡ$ង។ សដយសរម�លសហត�ស�Lសហ$យ ស($�ករចត:ថ4 ក:��សណ$ រករអ��វកមDអចសក$តសឡ$ងប�។

ច�សKLច�ណ� ចម"យច��"� ករច �ណយសពលសវលស�$ម� �ចត:ថ4 ក:��សណ$ រករអ��វកមD គ �(�ម"យ សយ$ង សប�$សសរ $ស��សណ$ រករអ��វកមDណជ�លបតRវយកគ�រ�តម។ ( �ព�រ គ �ជ��ណក:កលស�ខ�:ជងម�� សដយ សងYត:ធ��:សល$ករសប�$សសរ $ស��សណ$ រករមកសធ@$ករជកល�អរ � �ងរ�Lសរ $��សណ$ រករណច �បច:����ងសគ � �ង��� �ន̀�:។ ករចត :ច�ណត:ថ4 ក:ស�L វ) �ល:ភពប�សស$រ�ល:រស�+�រ�រយ � �ងករសX �ន��វវ �ធ�សសស�សដL បសយករជកល�អរជ����ន̀�:រ�ស:អងMភព។

គ. ក��ត�យកលទP�លមកស[Eករវ0 ��ជវង (Determine the Results Measure)ស�Lជ��ហ�ច�ងសបកយ ក 4�ងករក�ណត:អតX�Tយម"យក4�ងករវbស:ជវង � �ងករសប�$សសរ $សជ�លសម

បស�ម"យក4�ងសពល�ចz����4។ កត� ទ �ងឡយន�ករវbស:ជវង � �ងសX�ត�ជក:ជស�ង ឬតនម 9ជសលខ វទក:(ង សដយj̀ល:សm�̂ង��សណ$ រករ រ "មម� ករព�ចរណបគ�:ម�ខសចញ ឬល(S)លជ�លបតRវវbស:ជវង។ សល$សព� ស�Lសmស(+តករវbស:ជវងកoបតRវប�សគព�ចរណ)ងជ�រ ម ��សពលវbស:ជវង ក �ឡ�ងសពលវbស:ជវង � �ងសបកយ សពលវbស:ជវង។

CHUON SAMNANG, MBA Page 13

Build Bright University BENCHMARKING

Figure 5. Business processes: Sales, service, and business operation

Marketing management● Marketing planning● Product planning and development● Pricing● Marketing tracking● Product life cycle management● Marketing communications

Customer engagement● Sales territory planning● Prospecting management● Enterprise management● Agreement development● Agreement management● Customer support

Order fulfillment● Order processing● Scheduling● Customer preparation● Staging and preinstallation● Delivery/removal● Installation/deinstallation● Product production

Product maintenance● Service call management● Service dispatching● Product servicing● Service call closure● Product maintenance planning● Equipment performance monitoring● Technical information provision● Service territory planning

Billing and collection● Invoicing● Bank operation● Cash application● Collection● Third-party leasing administration

Financial management● Financial planning● Financial analysis and reporting● Financial outlooking● Tax planning and management● Accounting operations● Financial auditing● Disbursements● Financial asset/cash planning● Financial asset control

Logistics and inventory management● Physical asset acquisition● Inventory management● Physical asset planning● Logistics planning● Logistics operations● Logistics engineering● Vendor management

Business management● Business strategy development● Business planning● Business process and operations management● Process specification ● Coordination and integration● Inspection● Benchmarking● Process improvement

Information technology management● Information strategy planning● Systems analysis and design● Systems development● Production system support● Research and development● Business systems management and

coordinationHuman resource management● Workforce requirements planning● Hiring and assignment● Benefits and compensation management● personnel management● Workforce preparedness● Employee communications

Total processes: 67

CHUON SAMNANG, MBA Page 14

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Figure 6. Business enterprise processes

Marketing management● Marketing selection and analysis● Customer requirements/segment understanding● Product requirement planning● Market planning● Market support● Market communications● Market tracking

Product design and engineering● Product concept design● product detail design● Product design configuration management● Product design standards measurement● Product launch quality assurance

Product operations● Production line design● Production line operations● Product quality assurance

Supplier management● Supplier identification● Supplier development ● Procurement● Supplier administration

Customer engagement● Coverage planning● Customer accounting management● Prospect management● Agreement development● Agreement management● Order management● Customer support

Logistics and inventory management● Physical asset configuration management● Logistics and physical distribution planning● Inventory planning● Logistics operation and material control● Delivery management

Product maintenance● Product maintenance planning● Service call management● Service dispatching● Service call closure● Product performance monitoring● Technical information provisioning

Business management● Business strategy development● Business planning● Business process management● Business risk management● Business development● Business organization strategy development● Business communications

Technology management● Technology identification● Technology evaluation● Technology development● Technology application management● Technology portfolio management

Information management● Information strategy planning● Business solutions development● Information integration management● Technical environment management

Financial management● Financial planning● Financial outlooking● Accounting● Financial asset management● Tax planning and management● Financial auditing

Asset management● Leased and capital asset planning● Leased and capital asset life cycle management

Legal services● Research and analysis● Counseling services● Dispute management● Patent and copyright administration

Human resource management● Workforce requirements planning● Recruitment and staffing● Training and development● Compensation and rewards management● Benefit management● Personnel management● Employee communications● Industrial relations

Total processes: 76

CHUON SAMNANG, MBA Page 15

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៥. ករភm បnH�នj�រករអជkវកម�នo�pងនqលនrដHលជអទcភព (LINK BUSINESS PROCESS TO GOALS THAT LEVERAGE PRIORITIES)

�ន̀�:ព���សណ$ រករអ��វកមDបតRវប�ក�ណត:សឡ$ង � �ងក�ណត:ជច�ណត:ថ4 ក: � �ហ�សមបស� �ន̀�:គ�សlf Lសmរក��សណ$ រករអ(�ភពជ�លម�ឥ(S�ពលមកសល$សnលសgអងMភព � �ង ជកល �អរល(S)ល ន�អ��វកមD។ ស� $តម�(ព�សសធ�k ប��ង] ញថ ស�Lជគ ���តប�ក�សដយគ�ណតនម9ន�Kក:កណ� ល)9� វ ន�ករj9 ស:��� រ។ ស�Lសហ $យគ�ជ��ហ�អ��រកមDម"យ�oស�ខ�:ក4�ងករ�ង] ញព�ករចង:ភ� �:n4 ��សណ$ រករ អ��វកមD ��ងសnលសgរ�ស:អងMភព។

ក. សតអE�តត$វបញ̂ប�ជម@យជ�ហនអន�រកម�សន� ក7�ងករ��សរចច�ត�សលអE�ជដលគ@រយក គ�រ !តម? 1. ����ង ករអ� �វត��k��វអ(�កមDឲ2ប�ម��សគសល$��សណ$ រករអ��វកមDស�ខ�:ៗម"យច��"�។ សយ $ង

ម�វ �ធ�សសស�(�សmម"យជ�លបតRវប�សគសប�$បបស:ស�$ម� �សធ@$ជ)�ករជ)9�វករក4�ងករចងភ� �:ស��� ��� �ន���សណ$ រករជ�លអ4ករកសP$ញសm�̂ងអ(�ភពអងMភព � �ងល(S)លអ��វកមD។ វគ �ជ�( �ង] ញន�ករបបបសTយទក:(ងស�រ�:សnល��ណងយល:�̂ងក4�ង��ហ��ន̀�:ន���សណ$ រអ-

(�ភព។2. (�ព�រ � �ហ�អ��រកមDស�L វអច�សងY$តប���វរង@ ស:ល(S)លស�ខ�:, រ"មទ �ងសnលសg, រង@ ស:

ល(S)លន)ក̀4�ង, គ�រ��(ដW �, ��ង រង@ ស:ល(S)លឧស�ហកមDខងសប�អងMភព។ ស� Lគ�ជករ )�ល:��វភពងយបស�លម"យស�$ម� �វយត�នល�ល:សកមDភពKក:ពT�S , (��4�Tយជក:ជស�ង។

ខ. សតសយងអន�វត�អទ�ភពដ�ស� រករយ0 ងដ!ចសម�ច? ស=0ងមនវ !ធ5សស'BមCលដE នច.នGនប5៖

1. ទ,9ន:បគ��បគងទត;(Management consensus): ជម "យ�̂ងល�ដ�:ន�(��4�Tយសចញព��ញ�� ��សណ$ រករ, ជ)�ករ��សណ$ រករ, �sបកមប(� ជ�លn �ប(សX �ភពជ�លKក:ពT�S�ល:ចសន9 L ខ@Lខតស�ខ�:ៗជ�លសលចសឡ$ង សហ $យវបតRវប�បក%មអ4កបគ�:បគងស�រ"លwbងបត̂មបតRវសល$ ��សណ$ រករស�ខ�:ៗ។

2. ករ�តពញ�រវករត=លត>ច�ងៗ (Satisfaction of a major goal): ប �ស��ស�$អងMភពប�^ង ជប�ង�^កន �សnលសgច��ងទ �ងសនL សនL� �សណ$ រករបតRវប�សគអ��វត�អ(�ភពជ�ល�Lឥ(S�--ពល�ល:សnលសgទ �ងសនLសស`$រជតទ �ងបស%ង។ វ �ធ�សសស�សមបស�ម"យស�$ម� �ក�ណត:អ(�ភព ��សណ$ រករអ��វកមD សយ $ង�̂ងគ�តសmសល$ករ��សពញច�ត�អត�>���។ សហ $យបក%មអ4កបគ�:បគង �̂ងសប�$សសរ $សយក��សណ$ រករទ �ងសនLមកសធ@$ករវ ���ច�Tយសល$)ល�bLKល:�ល:ករ��សពញច�ត� អត�>���សស`$រជតទ �ងបស%ង។

3. ករតរ��ចតមល���លត�យ (Rank order): មសធsបយ(�៣ ស�$ម� �សធ@$អ(�កមDភពគ�បតRវឆ9ង កត:ករវ �ភគ��សណLបសយជម��ស��។ វព ^ងជ)[កសល$ករ�សងY$តស��� �ន�ករវ ���ច�Tយ ��ងករ

CHUON SAMNANG, MBA Page 16

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ក�ណត:ជរង@ ស:(�ង�: សហ $យ�ន̀�:មកសរ+�ច�ល�ដ�:��សណ$ រករជ)[កសល$ម�លដW �ន�ករ វ ���ច�Tយ។ ល(S)លជ�លសយ$ងសរ+�ច�តមល�ដ�: សយ$ងអច�^ងវតមរយ�ព��`�អ(�ភព។

..........................the end of chapter 2.............................

CHUON SAMNANG, MBA Page 17

Build Bright University BENCHMARKING

នមនរC�ទ� ៣

បbគsលដHលគgរយកគ�រ �តម WHOM TO BENCHMARK

"ធប�អ6កស� ល4គ %សត�Gវរបស4អ6ក ធ-.អ6កក Hត�Gវស� ល4ខ "2នអ6កផងដ�រ �%ធចJ .ជ Kយជ ន.របស4អ6កម�នមនមនM�លសងNK យធO�យ។"

(If you know the enemy and you know yourself, your victory will not stand in doubt.)

"ករអន �វ� Pន Qយកគ រ%តមគ2រធSP �ធTធល�ទ��>ភពធផNងៗគ6 �%ចជ � ធV� រករខងក6�ង, គ%ត*ក2�ត*ដជង, ទធង �របស4ឧសYហកម�, ន�ង ទ�សធZច ណ�4ថ6 ក 4ត�លត*ធស�រធល�សធគ។"

(Benchmarking can focus on diverse internal functions or processes, competitors, industry performance, and “best-in-class” targets) ...បកសឡកសម$លរ��ភពខងសបកម...

១. ស�ចក��ស��ម (INTRODUCTION)ជ(�សmអងMភពម"យយល:�^ងព�អ@�គ"រយកគ�រ�តម ចhស :ជងសM ល:ថសត$�រណគ"រយកគ�រ�តម

សយ$ង�^ងសហ$យថអ@�ជ�លគ"រយកគ�រ�តមម���ចជ� ករកត:��Xយន>9ស�$ម, ករកត:��Xយសពលសវល,

ឬករយល:�^ងព�សមf ធខងសប� � �ចជព�អត�>��� ឬន�គ�ប�ក"តប�ជ�ង។ សទL� �wbងណក�� �រណ គ"រយកគ�រ�តម វគ �ជប�សwគម"យជ�លច�:ស)�$មសចញព�ម�លដW �����ងម"យន�ពTតUម� � �ងអ@�ជ�ល

CHUON SAMNANG, MBA Page 18

Direct Competition

Internal

Industry

Best-in-Class

Build Bright University BENCHMARKING

nD ��រណម4 ក:សM ល:។ មសធsបយជ�លល [ គ �ករសធ@$ករស�ក�បសវបជវជ�លជវ �ធ�សសស�សជគ�Tយ ។ វ �ធ�សសស�ទ �ងម�លគ�ស�សg៖

1. ករ�សងY$ត�ញ�� ស�ក�ភព ��ងករសប�$បបស:ពTតUម�ជ�លងយរ�ករក ��ងករបសវបជវ����ងម"យ ច��"�ស��។

2. �ន̀�:មកកត:��Xយ�ញ�� ស�ក�ភព ស� $ម� �ក�ណត:ច��"�បក%មហ'��សnលសg សដយឆ 9ងកត:ករ ស�ក�បសវបជវ(�ព�រ ស�$ម� �សj� តសល$បក%មហ'�� ��ងម�ខងររ�ស:បក%មហ'��។

3. ករសរ+�ច�ចត:ជចងច�សKLករ(�នក:(��ងជម"យ�̂ងអងMភពសnលសg ��ង�សងY$ត(ស*��ក�ចz។

២. សតបតប��គ�រ !ដ�ស� រករសដមa �បសងbតបញ� �សបកcភព (USE THE PROCESS MODEL TO DEVELOP A CANDIDATE LIST)

មសធsបយ)ល�តភពម"យ ក 4�ង��ហ�ច�:ស)�$ម�សងY$ត�ញ�� ស�ក�ភព ច �សKLបក%មអ4កយកគ�រ� តមគ"របតឡ�:សម$លគ�រ���សណ$ រករសឡ$ងវ �ញ។ សយ$ងសប�$បបស:វស�$ម� �សធ@$ឲ2ប�សស$រខ9 �ងសឡ$ង ក�ឡ�ងសពល ម�ករជវកជញករកគ���ត>D� (Brainstorming)។ ឧទហរណk អ 4កព�ចរណព�ម�ខច�ល សហ$យគ�តថសត$ អងMភពម"យណ ជ�លអចដក :�ញz� ល ឬ� ��"សសmក4�ង�ញz� ស�ក�ភពស�Lប�? សBក4�ង�ញ] ស�L សរcងជក:ជស�ងគ�ករសប�$សសរ $សអ4ក)Mត:)Mង: ��ងរ"មទ �ងអ4ក)�ល:��វជ)4ក(�:(Software providers)។ ករព�-ចរណច�សKLគ�រ�ម�ខសចញ ថសត$អ4ក)�ល:ម�ខសចញណម"យជស�ក�ភព? ��សច4L��សរ $សជក:ជស�ង គ�ជ អត�>���។

ស�$ម� ��សងY$តប���វ�ញ�� ស�ក�ភព វបតRវប�បគ��ណ� �:បគ�:ជ)4កជ�លKក:ព�STសm�̂ងប�សភ( អងMភព � �ងឧស�ហកមD។ សហ $យវកoជករស�ក�បសវបជវ����ងក4�ងករសj� តសល$ពTតUម� ជ�ល�̂ង អLអងសBសពលសបកយ។ �ន` �:មកករស����ស®(��4�Tយ � ^ងបតRវប�ម�លស�$ម� ��ញ� ក:អLអងសល$ករ សប�$សសរ $សន�គ�យកគ�រ�តម។ � �សណ$ រករក�ណត:សnលសgស�L គ �ជករស�ក�បសវបជវជច�ណត: ថ4 ក:សដយសម$លសmសល$��សណ$ រករ, ម�ខងរ,ឬ កររ "មច�ជណក�ន(ស(+តជ�លសj� តសល$ករយកគ�រ�តម ។ ស� $ម�ករស�ក�បសវបជវសល$កសបកយៗស(+ត បក %មករងរអចសម$លករអ��វត��kជ�លខ9"�ម� (�ក ជឧទហរណk ��ង អចរក�ប���វ�ញ�� ស�ក�ភពតសmស(+ត។ អ @�ជ�លបក%មករងរគ"រយកច�ត�(�កដក: )ងជ�រគ�របយករណk ស�ខ�:ៗស��ព���សណ$ រកររ�ស:ស�ក�ភព។ ព TតUម�(�ព�រ (Secondary Informa-

tion) រ"មទ �ងអ4ករយករណk ព���សណ$ រករសក� ��ពលឥតសខz Lជ�លម�ក4�ងអងMភពទ �ងឡយសj� ត សល$ករ��សពញច�ត�អត�>���។

�b�ជ��កoម��ញ] ម"យច��"�សក$តម�សឡ$ង)ងជ�រ ជ�លអ4កគ"រប�%ងប�យTត4ក4�ងកររ"មបក%មករងរ ជម"យ�̂ងន�គ�យកគ�រ�តម គ �Kក:ពT�S�̂ងសហប�ត��ត��ករប�̂ងជប�ង ក 4�ងករជចករ �ជលកពTតUម�ឲ2 ប�សសD$n4 សមបស�សmតមក�ចzបពមសបព¯ងប�ធ��(ជ�លប�ជចង។

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Build Bright University BENCHMARKING

៣. ករបសងbតលកc�Oវ�ន�ចdIយក7�ងករសតជ�សរ �សបកcភព (DEVELOP CANDIDATE SELECTION CRITERIA)

បក%មអងMភពសក� ��ពលទ �ងឡយ ច �សKL�ញ�� ស�ក�ភពវហក:��ចជ(�ល�(�លយខ9 �ងណស: ��សច4 Lកoសដយ គ "រ�សងY$ត�ណ�� � វ ���ច�Tយជ�លជម�លដW �ស�$ម� ��"យសដLបសយក4�ងករសប�$សសរ $សបក%ម ហ'��។ ម �លសហត�អ@�ប�ជសគ�សងY$ត�ណ�� � វ ���ច�Tយ ជព �សសសច�:ត �ងព�សធ@$ករព�ចរណសល$ស�ក�ភព សដយnD �ឧ�សគMសសL ក �ឡ�ងសពលសធ@$ករយកគ�រ�តមជធមDតម"យ? ស�Lគ�ជម�លសហត�� � ���ងបក%ម ករងរបតRវករករវ �ភគច�រញ:wbងរហTសស�$ម� �កត:��Xយ�ណ�� � បក%មហ'��សដយម�សហត�)លបត̂មបតRវ ម��Tយថ��រ�ញ��សណ$ រករស�Lឲ2ក�:ជតរហTសសឡ$ងជ>មស(+ត។ សB� �ណក:កលច�ងសបកយឧ�-

សគMម"យច��"�បតRវប�សដLបសយរ"ច។ � �សណLបសយស�LបតRវប�ច�:ស)�$មព�ត�ចរហ�ត�ល:ម�ករ រ �កច�សរ $�ប�ក�សដយប�ស�(Sភពខ9 �ងជងករខ�តខ�ប�̂ងជប�ង(("លខ�សបតRវជតម"យខណ�។

សត$អ@�ខ9Lជ�លបតRវប�យកមកវ ���ច�Tយ? ជក:ជស�ងវអបសTយសmសល$បក%ម��ម"យៗយកមកស�ក�,

ទ �ង(�សសgរ�ស:វ, ��ងអចជស�ង:ដរធ�ម"យច��"�រ�ស:បក%មហ'��។ � �ចជ�ញ�� ជ�លរ"ម�ញz� ល��វ មសធsបយ ជឧទហរណk ម���ចខងសបកម៖

● បក%មហ'��ជ�លម�សX �ភពប�សស$រ១០០%

● កត:ស�nល:អ4កន �ម�ខសគក4�ងឧស�ហកមD

● ករជ�:Kក:ពT�S ��ង ករj9 ស:���រក4�ងម�ខ���"ញ

● )ល�ត)ល ��ងសសវកមDអបសTយ�សចzកវ �(s

● ករសធ@$វ �ម�Zករច�រ�Lសល$វ �សTយននច�សKLករKក:ពT�Sរ�ស:អត�>���

● ករ�^កន �(�សmសល$�"រក�ល �ងលក:

● ន�គ�រប�ជ�ង(�ទ �ងព�ភពសលក

● ប�ពT�SសមតXភពជម"យប�ត��ត��ករ�� �វ �ញព�ភពសលក

● អ4កន �ម�ខខង�សចzកវ �(sជ�លម�សមតXភពព�សសសដច:សគ

៤. ករបសងbតបញ� �សបកcភពជបឋម(CREATE A PRELIMINARY CANDIDATE LIST)

wbងសហចណស:កoសយ$ងប�K�ន ���វមសធsប�ច��"���ជ�ល)�ល:��វភពសមសហត�)លស�$ម� � សធ@$ករស�ក�បសវបជវ៖

(�ម"យគ� សធ@$ករព�ចរណស�ក�ភពបក%មហ'��ជ�លសមបស�ជម"យ�̂ងប�សភ(យកគ�រ�តមច��"�

CHUON SAMNANG, MBA Page 20

Build Bright University BENCHMARKING

�"�� ករងរន)ក̀4�ង, ករប�ក"តប�ជ�ង, ម�ខងរ, ��ង��សណ$ រករ(�សm។ ម��Tយថ ព���ត2សម$ល សឡ$ងវ �ញ��វប�សភ(ន�ករយកគ�រ�តម, ករព�ចរណសល$កខ9^មសរ, ��ងព�ចរណថសត$ស�ក� ភពណជ�លជប�ភពន�វ �ធ�សសស�។

មសធsបយ(�ព�រគ� ព �ចរណសល$ភពខ�សជ�9កn4 ច�សKLប�ភពជ�លសលចសចញឲ2សP$ញ��វ កល��វត�ភព។ wbងសហចណស:ជ)4កទ �ង�"�ស�L ក oជសសចក��បតRវករក4�ងករព���ត2ព�ចTយ ព�ប�ភពស�ក�ភពទ �ងឡយ��ចជ� បក%មហ '��ជ�លម�ប�ត��ត��ករជ�លអចសប�¯�សធ+�ប�,

បក%មហ'��ជ�លសX�តសBក4�ងឧស�ហកមD��ចn4 , បក%មហ'��ជ�លសយ$ងអច�^ងប�ថម�ស(@$ឥត សខz L, ��ងឧស�ហកមDជ�លម����ចn4 ជស�$ម។

មសធsបយ(���គ� សធ @$ស��ទ�កមDស�ក�ព�ន�គ�យកគ�រ�តមក4�ងករជស@ងរកប�ភពជ�ល�ញ� ក: ព�សជគ�Tយច�សKLវ �ជ� ��វ�ក4�ងករយកគ�រ�តម។ ទ �ងស�Lរ"មម���ចជ� �ញ �� ស��ព�បក%មហ'�� ជ�លសX�តសBក4�ងច�ណត:ថ4 ក:ប�សស$រ��)�តន�ក�ឡ�ងសពលបសវបជវម"យ, បក%មហ'��ជ�លម� ករ(("លសM ល:ច�សKLករប�̂ងជប�ងរ�ស:ព"កសគ, បក%មហ'��ជ�លម�ករសល$កសរសស$រព�បក%ម អ4កវ �ភពខងហ�រញ�វតX� ឬបក%មអ 4កឃ9 �សម$លទ �ងឡយ, បក%មហ'��ជ�លម�ករចង[�ល�ង] ញ ម"យច��"�អ�ព��វ��វត��k��ចជ ករសល $កកមfស:ប�កស���បតTតកYកមD, ��ងបក%មហ'��ជ�ល(("ល ប�ពTតUម�បតឡ�: ព�អត�>��� ��ងអ4ក)Mត:)Mង:សដយj̀ល:។

៥. ករចប�ស��ម (GETTING STARTED)ករ(("លយកមកសធ@$ករច�:ស)�$មករយកគ�រ�តម គ "រជតរ"ម�ញz� លសBក�ចzករជ�លទក:(ងម"យ

ច��"� ឬទ �ងបស%ងជម"យឧ�ករណk វbស:ជវងគ�ណភព (Quality Tools)។ ជក :ជស�ងភគសបច$�ម�ករ ជវកជញកជស@ងរកគ���ត>D� (Brainstorming) ជ�លបក%មករងរសប�$បបស:សល$�ញ�� បក%មហ'��ជស�ក�ភព សដយព̂ងជ)[កសល$� ច �សណL�^ងj̀ល:ខ9"�រ�ស:ព"កសគ, ពTតUម�ជ�លប�ព�អត�>���, មz ស:��សណ$ រករ, ��ងអ4កប�ត��ត��ករ, អ4ក��នញករន)ក̀4�ង, ��ងអ4កឯស(+តជ�លម�ករទក:(ងជម"យ��សណ$ រករ។

��ហ��ន̀�: គ �ករ�^កន �wbងរហTសព�ករស�ក�ម"យច��"�ព�ប�ភពពTតUម�ជសធរណ ម�កមDវ �ធ�)`�ក(��4�TយKណ� ��កមD � �ងប�ភពស)*ងៗស(+តជ�លអ4ក��នញករបសវបជវពTតUម�ប� )�ល:សw�ល:។ ប�ភពម "យស(+ត តមរយ�អង Mភពជ�លឃ9 �សម$លព�ភពខងសប�, ��ចជ(�នក:(��ង សធរណ�, ករបសវបជវ(�)�រ, ឬបក%មហ'��ម�សកមDភពខ9 �ងខង(�)�រជស�$ម។

ក. តបសMទននករយកគ�រ !តម (Benchmarking Type)

1. ករយកគ�រ�តមផ� ក��ង (Internal Benchmarking): ស�Lគ�ជករសប�¯�សធ+�ក4�ងច� សណមប�ត��ត��ករបសស�+ងn4 ជ�លម�សBក4�ងអងMភពបស�:។

CHUON SAMNANG, MBA Page 21

Build Bright University BENCHMARKING

2. ករយកគ�រ�តមដ�យដ���ករប�ក�តប�ជ�ង (Competitive Benchmarking): ស�Lគ�ជ ករសប�¯�សធ+�ភពប�សស$រ��)�តច�សKLគ�ប�ក"តប�ជ�ងសដយj̀ល:ក4�ងឧស�ហកមD។

3. ករយកគ�រ�តមម�ខងរ (Functional Benchmarking): ស�Lគ�ជករសប�¯�សធ+�ន�ក�ចz អ��វត��kច�សKLបក%មហ'��ទ �ងឡយជ�លម���សណ$ រករបសស�+ងn4 សBក4�ងម�ខងរ��ច n4 �b�ជ��សBសប�ឧស�ហកមD។

4. ករយកគ�រ�តមជទ�ដ! (Generic Benchmarking): ស�Lគ�ជករសប�¯�សធ+�ន���សណ$ រករករងរម"យសm�̂ង��សណ$ រករករងរ�ន(ស(+ត ថសត $ម��រណម�លក�ណ� វ ���ច�Tយខfស:សល$��សណ$ រករ�វ��វត��kទ �ងសនL។

ខ. ករព�ចរRតតម$វករដ�ស� រករ (Consider the Process Requirement)

1. ដ�យបរ #ដ$ណកលន�$ត(ភព (By opportunity area): ច�សKLកររកសម$លបក%មហ'�� ស�ក�ភពសB(�កជ�9ង�ន(ម"យស(+តតមរយ��រ �សវណកល��វត�ភព ( ��Wភពស�Lវ )�ល:ឲ2សយ$ង��វមសធsបយគ�តព�ចរណអ�ព�(�កជ�9ងជ�លបក%មហ'��ទ �ងឡយ(("ល ប���វ(សង@$ជ�លប�សស$រ��)�ត។

2. ដ+ក��ងបក,មហ.�នទ �ងឡយជ1លមនប�ត4បត(4ករអចដប�7បដ�8បបន (In com-

panies with comparable operations): ជ(�សmម�ព�រប�សភ(� អង Mភពទ �ងឡយ ជ�ល)ល�តវតX���ចៗn4 ឬ ) �ល:��វសសវកមD��ចៗn4 ឬ� �សណ$ រករ��ចៗn4 ។ ប�សភ(ម"យ ស(+ត គ�សមហរណកមDជ�លម�ប�ត��ត��ករអចសប�¯�សធ+�ប�។

3. ជម�យបក,មហ.�នជ1លស;4តដ+ក��ងឧស=ហកម>1�ចគ� (With companies in the same

industry): ករព�ចរណ�ន̀�: បក%មហ '��ជ�លសX�តសBក4�ងឧស�ហកមD��ចn4 ។ ករ ប�លងប�ណ�ងសB(�ស�L សយ $ងស�សgសល$អ@�ជ�លជករក�ណត:ស�nល:សមបស�ម"យ ជ�លឧស�ហកមDម"យចង:ប�។

4. ទ@កជនAងជ1លបដងB�តទដង��ប�ដស�រប���តបតC$បន1DងលE (Where best practices are

known to occur): (��Wភពស�Lអច�"យឲ2បក%មករងរ ព �ចរណថសត$�រណម� (សង@$ប�សស$រ��)�ត �ន̀�:មក�ជ�Xមព"កសគច�លសmក4�ង�ញ�� ស�ក�ភព។

5. ដ+ក��ងឧស=ហកម>ម4ន1�ចគ� (In dissimilar industries): ស�Lជករព�ចរណច�ង សបកយ បក%មករង រកoបតRវករព�ចរណ)ងជ�រសល$ឧស�ហកមDម����ចn4 ខណ�សពល ជ�ល(សង@$ប�សស$រ��)�តសក$តម�ជសក� ��ពលភព។

គ. ករព�ចរRម@យសទgតច�ស��ករសតជ�សរ �តកhមហi�នសបកcភព ( Other considerat- ions to select candidate companies)

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1. គ�ណកថច�ណតHថ� កHព4ភពដលក (World-class citation): វគ�ជបក%មហ'��ម"យក4�ង ច�សណមបក%មហ'��ជ�លសលចសធ9 ជងសគ ជ�លម�ករសក $�សឡ$ង��វប�ជប��យភពខ9 �ង ន�ករសបLព�មf)�យ, ករសរសសរសB(�កជ�9ងជ�លក�ព�ងសពញ��យម, ព�ចរណឆ9ង កត:គណ�កមDករបសវបជវស�$ម� �ក�ណត:ថ�រណសX�តក4�ងច�ណត:ថ4 ក:ប�សស$រ��)�ត។

2. បក,មហ.�នជ1លទទ�ល� Jយលភ@ (Award-winning companies): ស�Lគ�ជលក�ណ�ម"យ ក4�ងករប�ណ �ងសល$គ�ណភព�ចz����4ន�បក%មហ'��ទ �ងឡយ។ វម ��បត̂មជតជរង@ �: គ�ណភព�b�សណr Lស( ជតក oជគ�ណសម�ត��)ល�ត)ល, ករ)�យKណ� ��កមD, ��ងករ ��សពញសmតមស�ង:ដរជ�លរ�Wប��ញ�ត�។

3. អ�កន�ម�ខក��ងករជកផMNប�ឌ4តថ>@ (Indicators of innovativeness): បក%មហ'��ទ �ងសនL បតRវប�សគវbស:ជវងព�ក�រ �ត�វ��វត�ភពរ�ស:ព"កសគ � �ចជ� ករ(( "លសM ល:ព�ប�កស ���បតTតកYកមDជរង@ �: � �ងម�ករច�ណយសបច$���)�តសល$ករស�ក�បសវបជវ ��ងអភ� វឌv�kឥតឈ�:ឈរ។

4. បទស�ណ� រអត4ថ4�ន (Customers Queries): ករ)�ល:����នD �ម��សចLច�:� បគ� :សពល ជ�លម�ករ�រ�Tយ ករសក :ស"រអត�>����̂ងសក$តម�សឡ$ង។ អ @�ជ�លអត�>���ម� ករស�cជក:គ�អងMភពជ�លម�(សង@$ប�សស$រសល$សសគ រល :សពលជ�លម�ករ(�នក:(� �ងជម"យអត�>��� អចសធ@$ឲ2ព"កសគ(("លប� ��ងយល:សP$ញ។

..........................the end of chapter3 .............................

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នមនរC�ទ� ៤

ករតwម �លទc�f�xយDATA COLLECTION

"មនខ "�មសរក Hធ�យ គ� នខ "�មសរក Hធ�យ អ6កជ -ញករច បច 4ម�នត�Gវទ �កករតម�ន ធចលធ-.ធទ អ:ក ប ង� Hអស\ រ( វធBដ�ជអ:ក ប ង ត*ស�នធយ�ង

ម�នរ�ករកធ�យសម�ភ̂ព� Hអស\ រ(ធ-.ធទ។"(Subtle and insubstantial the expert leaves no trace; divinely mysterious, he is inaudible)

១. ករបសងbតជ�នករតបម!លទ�ន7នIយ (CREATE A DATA COLLECTION PLAN)ទ�ម@យO អ 4កគ"រប�%ងប�យTត4ច�សKLករ(("លយក��វវ �ធ�សសស�ប�ម�ល(��4�Tយ សបKLវបតRវករ

ច�ណយសពលសវល ��ងបបក:។ លក�ខណT� ស�L អ4កគ"រព�ចរណ ថសត$ប�ភពម"យណជ�ល)�ល:ឲ2អ4ក ��វប�ពលភព)ល�តកមD ក 4�ងក�រ �តធ�ធ�ម"យជ�លម�ក�ណត:រ�ស:វ។ ��សច4 Lសហ$យ សយ$ងម�វ �ធ� សសស�ម"យគ�ច�:ព�ងយសmព�បក ជ�លជ(�សmវជប�ភព(�ល�(�លយ ��ងឆ9ងកត:សពលសវលwbង សបច$�ស�S^កសនS �:។ ល(S)លន�វ �ធ�សសស�ស�Lសយ$ងស�សgច�សKLប�ពភន�ពTតUម�ន)ក̀4�ង។

ទ�ព�រO គ �ជ�ណ�� � ន�ប�ភពពTតUម�ព�ខងសប� វអ ច�̂ងលតស�S^ង ប�ភពទ �ងសនLរ"មម� បក%មអ4ក��នញបគ�:ល�ដ�:ជ�លសX�តសBក4�ង��នញ � �ងតមអងMភពទ �ងឡយជ�លព"កសគសj� តសល$ ច�សណL�^ងខង)ល�ត)ល � �ងសសវកមD។ � �ងប�ភពម"យស(+តជញ̂កញយស�សgសmសល$អ4ក)Mត:)Mង ជ�លជន�គ�ក4�ងករយកគ�រ�តម។

ទ�ប�O ប�សភ(ន�ប�ភ ពពTតUម�ច�ងសបកយជ�លព�បកខ9 �ង រ "មម�ករងរម"យច��"���ចជ� ករស�ក�����ងសល$ប�ធ��(សដយម�ករ�សញzញ�ញz� ល ជ�លបតRវឲ2អ 4កសធ@$ករជកនឆ4ជព�សសស,

ករអភ�វឌv�k, ករប�ត��ត��, ��ងករវ �ភគ។

២. ករ��កCតសវតជវព�តបMពខងក7�ង (RESEACH INTERNAL SOURCES)ក. ម̂��ដ�ស� រករ (Process Owner): សយ$ងសប�$បបស:��សណ$ រករស�Lស�$ម� �សក:ស"រមz ស:��សណ$ រ

ករ � �ងសត$អ@�ខ9Lជ�លព"កសគប��^ងចhស: � �ងសត$ប�ភពពតUម�អ@�ជ�លព"កសគប�ច�លង(�ក។ អងMភពទ �ងឡយជតងស�សរចប���វពTតUម�ជ)9�វករ តមកររក�( �កឯកសរល�ខ�តរ�ស: បក%មហ'��។ ��ងសប�)9�វករ ជគ��រឯកសរជ�លគរសចលម"យច��"� ��ចជ� individuals' desks,

bookshelves, ��ង file cabinets។

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ខ. អ7កជ�នញតមម�ខងរ (Functional Experts): អ4ក��នញតមម�ខងរ គ �ជ��គMលទ �ងឡយ ណជ�លម�ច�សណL�^ងឯកស(សអបសTយតម��ជណង��ម"យៗសBក4�ងអងMភព។ ព "កសគអច ជ អ 4កជចកចយ, អ4ក��សណ$ រករ, ឬវ �ស@ករឧស�ហកមD ឬអ 4កវ �ភគ ជ�លម�(��"លខ�សបតRវក4�ង ករជកល�អរប�ត��ត��ករជ����ន̀�:។

គ. បR� ញ ន �ង����� បញ� �ច��ៗ (Networks and Historical File): ជម"យ�̂ងកររ �ក��Lដល: ច�ណ�:អរមDណk ខង Benchmarking សយ$ងសP$ញម�កររ �កច�សរ $���វច��"� Databases ក�:ជត សបច$�សឡ$ងស�$ម� �ទញយក)លច�សណញសចញព�ពTតUម�ចស:ៗទ �ងសនL។ ច �ជណកឯពTតUម� >D�ៗ កoម�ជល(S)លwbងស�ខ�:ច�សKLអ4កស�ក�ស@Lជស@ងរក ជ�លសប� $បបស:ប�ពT�S Networks

ក4�ងករសរ+�ច�ប�ភពពTតUម�ព�ក4�ង ��ងសប�ន�អងMភពរ�ស:ព"កសគ។

៣. ��កCតសវតជវព�អ7កជ�នញខងសតn (RESEACH OUTSIDE EXPERTS)ក. អតHបទ (Articles): ជម"យ�̂ងករសលចសចញសឡ$ង��វករយកគ�រ�តម សយ $ងសP$ញម�សមតX

ភពស�ខ�:ៗជសបច$�សក$តម�សឡ$ង សBក 4�ង(�ពTរអតX�(ជសបច$� ជ� លបតRវប�បសយអ�ព�ករ យកគ�រ�តម ��ងម�ឧទហរណk )ងជ�រព�ករអ��វត��kជក:ជស�ងរ�ស:ព"កសគ។ ក� :ជតស�ខ�:ជ>ម ស(+ត ម�ករ)*ព@)�យជសធរណ�ស��អ�ព��ញ�� រ�ស:បក%មហ'�� ��ងអងMភពទ �ងឡយជ�ល ប�ក��ត:ព�វ �សTយជ�លជ Best Practices ជ�លព"កសគប�ឆ9ងកត: ��ងអ@�ជ�លព"កសគ�̂ងសធ@$។

ខ. ទ�តប,កCសយបល� (Consultants): (�ប�̂ក�សw�ល: ព "កសគជតងជត���)�ល:��វប�ភពពTតUម� វម�សរស�ខ�:ណស: ច �សKLករយកគ�រ�តម។ � b�ជ�� ត "ន(�រ�ស:ព"កសគគ�សធ@$ករj9 ស:��� រ សហ$យបក%មអងMភព)�ល:(�ប�̂ក�ទ �ងឡយម�ករខ�សជ�9កn4 )ងជ�រជង�b�នD �l4 �ក�9ងមក។

គ. តកhមអ7កឃK �សមល (Watchdogs)

○ អ%កវ &ភគ (Analysts): របយករណk រ�ស:ព"កសគរ"មម� អ 4កវ �ភគហ�រញ�វតX� ជ�លក�9ងសm រ�ស:បក%មហ'�� ��ងករសសង����បព�ញសល$ឧស�ហកមDជក:លក:ម"យ។

○ ,មគមវ &ជi ជjវ: (Professional associations): ច�ណ�:អរមDណk រ�ស:ព"កសគ ក �ព�ងជតn �ប( សល$សកមDភពទ �ងឡយជ�ល�ង] ញព�ប�ពលភពខ9 �ង សហ $យសមគមស�Lជតងជតសក: ស"រសម��ករ�ស:ខ9"�ក4�ងករ�^កន �ករយកគ�រ�តម។

○ អ%កផ5ល�នវ software (Software Providers): software providers គ�ជប�ភពពTតUម�ជតម"យ គត: សដយសងYត:ធ��:សល$ករងរ Computerization ន���វ �តអ��វកមD ��ងធ�ធ�ម��ស* ស��ព� ករអ��វត��k software។

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៤. ករដ,កន ���កCតសវតជវតមលកc�Oសដម

(CONDUCT ORIGINAL RESEARCH)ករ�ក̂ន �ករបសវបជវតមលក�ណ�ស�$ម ជមសធsបយចស :ច�សKLប�ភពពTតUម� ��ងម�

)លវ �បកសបច$�ណស:ច�សKLក�ចzអ��វត��k។ វត �រ�វឲ2ម�ធ�ធ�ជសបច$�ស�S^កសនS �:ស�$ម� �ក�ណត:ព� គ�សរង, ករ�^កន �ស�ក�បសវបជវ, ករវ �ភគ(��4�Tយ, ��ងករសរ+�ច�ករជស@ងរក។ សហ$យវត�រ�វឲ2ម� សពលសវលសបច$�ស�$ម� ���សពញករងរ។ សទL� �ជwbងណកoសដយ វគ"រជតបតRវប�សដLបសយសដយ យកច�ត�(�កដក:។ ប�សw��kស�ខ�:��)�តន�ករបសវបជវតមលក�ណ�ស�$ម វអច�^ងសក$តម�សឡ$ង ប�ស��ស�$ឆ9ងកត:�ណ�� � ន�ករសប�¯�សធ+��សណ� Lអស�4, charts, graphs, ��ង�sបកមសហត�)ល ��ង �sបកម force field ជ�លអចសរ+�ច� ��ងបពមសបព¯ងសឡ$ងម��សពលគ�សរងជក:ជស�ងបតRវច�:ស)�$ម។ ជ ប�សw��k �ញ] ស�Lអច�̂ងធនប���វក�ចzបពមសបព¯ងសល$ត�នលរ�ស:ករបសវបជវជ�លអច��សពញត�រ�វ កររ�ស:អត�>���ប�។

៥. ករទ�លយរន �ងច�ស��ករជចករ �ជលកន!វពIតqមន (BREAKING DOWN BARRIERS TO SHARING INFORMATION)

រប �ងធ�ៗ ច�សKLករជចករ �ជលក��វពTតUម�ជ�លម�បស�: អង Mភពទ �ងឡយម���ស�cសដយ ព"កសគម��បតRវករឲ2ម�ករវយត�នលណម"យសក$តម�សឡ$យ សហ $យព"កសគសធ@$ករប�l �ង�̂ងស�ង:ដរ ខfស:ទ �ងសនL (excellence standard)។ ម ��បត̂មជត�b�សណr Lស( ព"កសគម��បពមបកសលកសម$លម�ZដW � ខងសប�បក%មហ'��រ�ស:ព"កសគស( ស �ម� �ជតឧស�ហកមDរ�ស:ខ9"� � �ងម��ម���ស�cសល$ករស�ក�សរ+� ស�បតព�អ4ក�ន(ថម�ប�សw��k�ល:អងMភពខ9"�។ ជញ̂កញយសដយគ�តថ ខ 9"�ឯងប�សស$រសល$សសគ ទ �ងស�Lសហ$យជ�លជឧ�សគM ជ�លអង Mភពទ �ងឡយគ"រ���Lឲ2ប� ស� $ម� �(("លយក��វពTតUម�ស�� ព�(សង@$ឥតសខ� Lជ�លក�ព�ង���ជចករ �ជលកសដយឆ9ងកត: Benchmarking។

ខងសតកមសន�ជមស[rបយសដមa �ល�បប�បត�រន �ងក7�ងកររ @មច�ជ�កទទ@លយក ន�ង��ល�ន!វពIតqមនក7�ងករអន�វត�នs Benchmarking៖

1. ទមទរប�លងប�ណ�ងយកK�រង@ �:គ�ណភព ស�$ម� �(("លយក��វអ(�ភព � �ង កររ �កសយ។ ករ��រ�ញតមរយ�រង@ �:សល$ក(̂កច�ត�ឲ2ព"កសគម�ឆ��̀ជចករ �ជលក។ ម�� Tយថ ស�Lជម �ល សហត�ជ�ល Benchmarking បតRវប�សប�$បបស:ស�$ម� �សX �នស�ង:ដរសដយម�ករសប�¯�សធ+� Benchmark។

2. ឥរ �w�> Benchmarking ត�រ�វឲ2អងMភពទ �ងឡយបតRវជចករ �ជលក � �ងសធ@$សមហរណកមDសល$ ��សណ$ រករ, កររ �កច�សរ $�សឡ$ងជ�លអងMភពទ �ងឡយគ"របកជឡកសម$លសmខងសប�ន�ឧស�ហ កមDរ�ស:ព"កសគ ស�$ម� �ជស@ងរក Best Practices។

CHUON SAMNANG, MBA Page 26

Build Bright University BENCHMARKING

3. ជញ̂កញយអងMភពទ �ងឡយគ"រ)�ល:��វករសល$ក(̂កច�ត�ម"យច��"� ជ�លKក:ពT�Sសm�̂ង��គM-លទ �ងឡយរ�ស:ខ9"� ស�$ម� �ឲ2ព"កសគសម$លសmខងសប�អងMភព ឬឧស�ហកមDរ�ស:ព"កសគ។

4. សBសពលជ�លម�អងMភព�ន(ស(+តសស4$ស� �សធ@$(ស*��ក�ចzស�ក�ក4�ងករយកគ�រ�តម កររ �ក�ល រន �ងក4�ងកររ"មច�ជណកជចករ �ជលកពTតUម� វជប�ករស �ខ�:ណស: ប�ស ��ស�$ន�គ��^ងថ ��សណ$ រករសនLម�ចងបកងជឯកសរ(�ក។

៦. សពលសវល ន�ង [នធនក7�ងករដ,កន �ករយកគ�រ !តម (TIME AND RESOURCES TO CONDUCT BENCHMARKING)ជ��ចzកល ក �ចzព�ភក�ស��អ�ព�ករយកគ�រ�តម បបក�ជសក $តម�ស�ណ" រជសបច$�សBតម

��ណរសពលសវលក4�ងករ�^កន �ករស���អសងYត � �ងត�រ�វករធ�ធ�។ វ� ^ងម��ម�ស�ណ" រជ�លងយ បស�ល�̂ងសឆ9$យសនLស( ព �សបKL(�ហ�ន�ករស�ក�ករយកគ�រ�តមអចម�(�ហ�ធ� � �ងរ"មទ �ង��សណ$ រ ម"យច��"�ជ>មស(+ត។ វអចបតRវករយកច �ត�(�កដក:ឲ2ប�l�:រហTសស(+ត)ង។ � �សច4Lធ�ធ�ទ �ង ឡយបតRវប�សគ>9^ងជ>9ង��)�ត។

តមករព���ត2អសងYត ករយកគ �រ�តមបតRវប�សគសធ@$ករជណន �តមរយ���គMលម4 ក:ៗ ឲ2ព"កសគ សធ@$ករអសងYតសmតមត���:ស)*ងៗបគ�:សពលសវល � �ង�សងY$ត�ញ�� ម"យស�$ម� �បសង:យក Best practices។ សកមDភពទ �ងស�L បតRវប�សគសធ @$សឡ$ងជបក%មករងរម��សពញសមbង។ អ 4កបគ�:បគងឋ��ខfស:សBក4�ង បក%មហ'�� សធ @$ករ�̂កន �ករយកគ�រ�តមម"យច��"�សប�)9�វករ សពលជ� លព"កសគ(ស*��ក�ចzជម"យជ�គ� ជ�លសX�តសBក4�ងអងMភពស)*ងn4 ។

៧. ករដ,កន �ទ��នOក�ច^ទ�ត �ងននករយកគ�រ !តម

(CONDUCT BENCHMARKING SITE VISITS)THE KEY COMPONENTS OF A SITE VISIT ARE SHOW:

Site visit planning –Arrange meeting date

–Send meeting confirmation letter and agenda

–Confirm meeting attendees and company contacts.

–Prepare process documentation or questionnaire

–Prioritize questions and answer for own organization

–Access existing studies, both internal and external

–Profile all relevant information on company visiting.

–Review code of conduct and guidelines.

–Consider benchmarking in own city as a trial run

CHUON SAMNANG, MBA Page 27

Build Bright University BENCHMARKING

Site visit conduct –Confirm agenda and facility tour

– Determine who will ask the question

–Cover process and questions

–Use questionnaire to check completeness

–Arrange for follow-up if necessary

Post-site visit activities –Debrief team and gain consensus on observations

–Send thank-you letter

–Prepare trip report

–Distribute findings report to affected parties

CHUON SAMNANG, MBA Page 28

Build Bright University BENCHMARKING

BENCHMARKING PROCESS FLOW-INTERNAL REQUESTS

CHUON SAMNANG, MBA Page 29

Arrange trip/visit

Memo

Assist withtopics/partners/process training

Contact/informother benchmarking

managersAgenda

Internalrequest received

and validated

Benchmarkingtopics and partners

identified?

Generate appropriatecompany list

Determine viablecandidates

Develop visitagenda

Is this acustomer?

Contract/Informaccount manager

A

No

Completefollow-upactivities

Developquestionnaire

(step 3)

Profile company

Conduct trip/visit(step 3)

Is follow-uprequired?

Create and send thank you

letter

A

Document the visit

Thankyou

Reciprocal visit

No

No

Build Bright University BENCHMARKING

BENCHMARKING PROCESS FLOW-EXTERNAL REQUESTS

..........................the end of chapter4 .............................

CHUON SAMNANG, MBA Page 30

Externalrequest receivedand prioritized

Is it a myfunctionrequest?

Get appropriatemanager involved

Should webenchmark?

Arrange visit

A

No

Request routedto appropriate

function

Memo

Does the request involve

my functiononly?

Contractfunction rep

No

No Sendrefusalmemo

Memo

A

Is it a myfunctionrequest?

Requestagenda/

questionnaire

No

Conduct premeeting

Briefing

Conduct(host) meeting

NoWereall questionsanswered?

Follow-upresponsesgenerated

Documentthe visit

Reciprocalvisit

Build Bright University BENCHMARKING

នមនរC�ទ� ៥

វភគចន{| }ខF}ខKន�ទនងF�VលANALYZE THE PERFORMANCE GAP

"ម�នន�ង�ក4ករ�ស_%ត*យ�ទន̀�ងអ6ក�ដទ ជទ%ធTអ6កត�Gវ�ស_%យកឈJ.ខ "2នឯងជម�នស�ន"(A general who wins a battle makes many calculations in his temple before the battle is fought.)

១. ស�ចក��ស��ម (INTRODUCTION)វម�សរ�ស�ខ�:ណស:ស�$ម� �ដក:ករវ �ភគចសន9 Lខ@Lខតសmក4�ង(ស*�វ �សTយ សដយព�ភក�

អ�ព�ឧទហរណk ជ�លអចសប�¯�សធ+�ប�ច��"�ព�រ��។ ស �រ�:របយករណk ជជ) 4កម"យស�ខ�:ណស: សល$សព�របយករហ�រញ�វតX� សដយសធ @$ករសប�¯�សធ+� រវងl4 �ម��ៗ ឬជខម��ៗ ��ងករអ��វត��ចz����4។ �ន̀�:មកសយ$ងសល$កសឡ$ង�ង] ញព�អស>រន)ក̀4�ង សmក 4�ងអតX�(ម"យសដយឆ9ងកត:គ���តនឆ4ប�ឌ�ត ��ង �វ��វត�។

ជប�សw��k រដW ភ�បលម"យច��"� ប�) �ល:��វសសវកមDម"យជ�ល��wយព�ជ)4កម"យន�ករ យកគ�រ�តម។ ស សវកមDស�Lសធ@$សឡ$ងសដយម�ករសប�¯�សធ+�ន)ក̀4�ងន�សហបnស��ម"យៗ សដយ �ង] ញព�ល(S)លន�ហ�រញ�វតX� � �ង ប�ត ��ត��ករន�ករច�លរ"មសBក4�ងឧស�ហកមDម"យ។ ម�( �ប�̂ក� ម"យរ��ប���wយថ "ករប�ម�ល(��4�Tយ ��ងពTតUម� ��ងករជកត�រ�វ វច �បច:ណស:ស�$ម� �ឲ2បបក� សល$សមXភពជ�លអចសប�¯�សធ+�ប�ន�អងMភពទ �ងឡយ។ �ន ` �:មកសយ$ង�̂ង(("លប���វអ�� សស�k ស�$ម� �សធ@$ករជកល�អរ(សង@$សឡ$ងវ �ញ ��ងសងÎម̂ថសយ$ង�̂ង(("លប���វ)ល�តភពបពមជម"យ ករពបង̂ងប���វករប�ក"តប�ជ�ង។"

ស�Lគ�ជករវ �ភគព�ចសន9 Lខ@Lខតម"យជ�លអ��វត�សល$ករវស:ជវងសល$ល(S)ល ប�ក�សដយករប�%ងប�យTត4 � �ងសប�$សសរ $សអ��ប(ន�(សង@$ជ�លប�ព�ករស�ជ�ងករងរ � �ងចសន9 Lខ@Lខតន�ករ ប�ក"តប�ជ�ង)ងជ�រ។

ចសន9 Lខ@Lខតម"យស(+ត)ងជ�រ គ �បតRវប�)�"ចស)�$មតមរយ�ករបគ�:បគងគ�ណភពសរ�� វគ� ជករក�ណត:��វលក�ណ�ន�ករសប�¯�សធ+�រវងសX �ភព�ចz����4 � �ងសX �ភពនសពលអនគត ម��Tយថ ក �ចzអ��វត��k�ចz����4 � �ងក�ចzអ��វត��kជ�លប�សស$រ��)�តក4�ងករយកគ�រ�តម។ សរcងស�L វ អច�̂ងទញឲ2អ4កយល:�^ងប�ព�ភពខ�សជ�9កn4 រវងសX �ភព�ចz����4 ��ងអនគត ថសត$ម�លដW � អ@�ជ�លតបមRវឲ2សធ@$ករជកល�អរ។

CHUON SAMNANG, MBA Page 31

Build Bright University BENCHMARKING

ឧ�ករណk គ�ណភព ស�រ�:សប�$បបស:ស�$ម� �វ �ភគព�ចសន9 Lខ@Lខត រ"មម� root cause analysis,

prioritization matrices, cause-and-effect diagrams, and all charts ��ង graphs ជ�លសមបស� ស�$ម� �វ �ភគ ��ងករ�ង] ញ។

២. ឧបករ�s ��ខន�ៗសតបតប��ក7�ងករសតបgបស[gប (TOOLS USEFUL IN PROCESS-TO-PROCESS COMPARISONS)

ស�$ម� �(("លប���វសរ�ប�សw��k អ 4កបតRវព�ចរណ � �ងព�ភក�អ�ព�ឧ�ករណk (Tools) ��ង �សចzកស(សក4�ងករវ �ភគចសន9 Lខ@Lខត។ ខងសបកមស�L �ង] ញព�ឧ�ករណk សX�ត�ជម�លដW �ទ �ងបប � ស�រ�:បត�តព���ត2គ�ណភព។

CHUON SAMNANG, MBA Page 32

បញC �ព�ន�ត?

ត2ងបE រ�ត�

�F9កមព9Gយ

ត2ងល�ហ��

�F9កមរហត�-"ល

ករប�ម�លទ4ន�នJយ

ករក�ណតHអត(សញR ណអន(រទ�នកHទ�នងដ+ក��ងច�ដណមបណ( បញS

ករក�ណតHអត(សញR ណកជនAងជ1លបញS ដក�តមនដT�ង

ករក�ណតHអត(សញR ណព@ម�លដហត�ជ1លបញS ដក�តមនដT�ង

ករក�ណតHអត(សញR ណបញS ស�ខនHៗ

Build Bright University BENCHMARKING

ក. បញ� �ញ� �ព�ន�ត- (Check sheet)

�ញ�� ព���ត2 ជឯកសរជ�លប�សបn ងសឡ$ង ស� $ម� �ប�ម�ល � �ងកត:បត(��4�Tយជ�ល �ណ� លមកព�សកមDភព ឬ� �សណ$ រករ។ អបស Tយសល$(��4�Tយជ�លប�កត:បតសBក4�ង�ញ�� ព���ត2សនL សលកអ4កអចរកសP$ញ�ណ� ��ន4 ករកត� ជសបច$� (ម��Tយថ ករខ �ចខត) ឬកo ជ�ល�ណ� លឲ2ម��ញ] គ�ណភព។ �ណ� (��4�Tយ )�ល:��វម�លដW �ស�រ�:ករវ �ភគ ��ងករ សP$ញ��វករខ�ចខត កo��ចជករ�"យគ�រ�sបកមឲ2ប�សមរម2។

�ណ� ��ហ�ជ�លបតRវសធ@$សBក4�ងករសរ+�ច��ញ��ព���ត2 រ"មម��

● រកឲ2សP$ញ��វ)ល�ត)លម"យណ ជ�លច �បច:បតRវសធ@$ករបត�តព���ត2។

● រកឲ2សP$ញ��វកត� ណ ជ�លបតRវសធ@$ករបត�តព���ត2។

● ព���ត2សម$ល)ល�ត)ល ស� $ម� �រកឲ2សP$ញ��វ (តមរយ�កររ�:) រ�ស:ខ�ចខតស�រ�:កត� ��ម"យៗ ��ង�ន̀�:មកកត:បតព"កវសល$�ញ�� ព���ត2។

● កររ�:ច��"�សរ��រងន�ករខ�តខត អ� �សលមសmតមកត� ��ម"យៗ � �ងច��"�សរ��ន� ករខ�ច ខត។

ខងសបកមស�L គ�ជឧទហរណk សហបnសម"យជ�ល)ល�ត)លសង] រម̂សធ@$ព�សឈ$�

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បញm �ពc�cK[ប�ធ��(បត�តព���ត2� ស�អ�សឈ$-សលខក��� G 023

សលខជ)�)ល�ត)ល� 1st (GL01)

�រ �មណ� ករ�ង] ញ)ល�ត)លអ4កបត�តព���ត2� ញpម វជmកល�រ �សច�(បត�តព���ត2� ន>�(� ៦ ជខ ធ4� l4 �២០០ x

ប�តxទខចខ� លទ+ផលប�z�ព&ន&�{ ,រ �

*១. ស4 មក�`"លសដយករល�ថ4 � // ២

*២. �សណ� យ ////// ៦

*៣. ភពរសលង ០

*៤. ប�ជវង /// ៣

*៥. ក�រស:ន)ស̀�អ� ០

*៦. ថ4 �រ�ក ០

*៧. ខ�ចខតស)*ងៗ ០,រ � ១១

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បញm �ទc�f�xយរ gមប�ធ��(បត�តព���ត2� ស�អ�សឈ$-សលខក��� G 023

សលខជ)�)ល�ត)ល� ១០ (ព�១សm�ល:X)

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ជ)�)ល�ត)ល

I II III IV V VI VII VIII IX X

*១ ២ ៤ ៤ ៨ ៣ ១ ២ ៩ ៧ ៣ ៤៥

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*៧ ០ ១ ០ ០ ២ ០ ១ ២ ០ ២ ៨

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ខ. តរងប0 សរត! (Pareto chart)

តរងបbសរត� � "យរកម�លសហត�ជ�ល�ណ� លឲ2ម��ញ] ។ �ណ� ��ព@សហត�ទ �ងស�L �̂ងបតRវប�ចត:ថ4 ក: អ��សលមសmតមសមមបត ��ង)ល�bLKល:រ�ស:ព"កវសល$�ញ] សនL។ បbសរត�lត � "យសយ$ងឲ2សធ@$ករស�សរចច�ត� ជ�លKក:ពT�Sសm�̂ងសកមDភពជកត�រ�វសBក4�ងលក�ណ� ម"យជ�លម�ប�ស�(Sភព។

lតស�L ជ�ឋមបតRវប��សង Y$តសឡ$ងសដយ ប bសរត� ជ�លជសស�Wវ �(�អ� �តល� ស�$ម� �សដL បសយសស�Wក�ចzសBក4�ងប�ស(សអ��តល� ��ងសបកយមកបតRវប�សប�$បបស: សដយ Joesph Juran

ជ�លជ��នញករគ�ណភពអសមរ �កសBក4�ងអ�ឡ�ងl4 �១៩៥០។ សnលករណk រ�ស:បbសរត� អ បសTយសល$វ �ធ�៨០-២០ ជ�លម��Tយ (ក4�ងច�សណម�ណ� វតX� ស)*ងស(+ត) ថ ៨០%ន��ញ]

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�ណ� លមកព�២០%ន���ព@សហត�ជ�លអចសក$តម�។(�រងករ�

1. ស�សរចច�ត�សល$ប�សភ(ន�ករខ�ចខតជ�លបតRវប�វ �ភគ2. ស�សរចច�ត�សល$ក�ឡ�ងសពលអ@�ជ�លlតសនL �^ងរ"ម�ញz� ល (ម"យន>� ម "យសប� ហk

ម"យជខ ម"យl4 �...)។ ឧទហរណk រល(��4�TយវតX�ខ�ចខត �̂ងបតRវប�ប�ម�លសB ក4�ងក�ឡ�ងសពលម"យជខ។

3. គណនអ��បតស�រ�:វតX�ខ�ចខត��ម"យៗ។4. គ�រអកT*ឈរ ��ងអកT*ស�ក។ ក �ណត:ក�រ �តសលខឲ2ប�សមរម2 � �ងគ�រក�រ �តសBសល$

lតរ�ស:សលកអ4ក។5. គ�ររបជ�លត�ណងឲ2ភពញ̂កញ�:ន�វតX�ខ�ចខត��ម"យៗ សBក 4�ងករកត:

��Xយល�ដ�:ព�សឆ@ងសmស� �។ សBសល$បកហ@�ក ក�ពស:រប គ�រស��n4 ជម"យភគរយ សមរម2សBសល$បក�ត។ �សណ� យរបគ�រ��ចn4 ។

6. ដក:ស9 កសឈD L ��ងភគរយន�រល:ករខ�ចខតសល$បកហ@�ក។7. វ �ភគបកហ@�ក� របខ fស:��)�ត ជ�លត �ណងឲ2ករខ�ចខតwbងញ̂កញ�:��)�ត

គ"របតRវប�សដLបសយជអ(�ភពខfស:��)�ត។ របខ fស:��)�ត Kក :ពT�Sសm�̂ង ខ���ងMរសBក�រ �តខfស:ជង (ឬកoស9��ជ�លសចត��)�ត)។របជ�លទ�ជង (ភគ សបច$�) �ង] ញព�ករខ�ចខតជ�លម��ស�វម�សរ�ស�ខ�:។ ព "កវទក:(ងសm �̂ងខ���ងMរសBក�រ �តទ�ជង (ឬស9��ជ�លរក:ជង)។

ខងសបកមស�L គ�ជឧទហរណk សហបnសម"យជ�ល)ល�ត)លសង] រម̂សធ@$ព�សឈ$�

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ប�តxទខចខ� ត�ហ+កង� អន ប� % �ង�រត�ហ+កង�%

ស4 មក�`"លសដយករល�ថ4 � ៤៥ ២៦.៦៣ ២៦.៦៣

�សណ� យ ៣៨ ២២.៤៩ ៤៩.១១

ភពរសលង ២៤ ១៤.២០ ៦៣.៣១

ប�ជវង ២៣ ១៣.៦១ ៧៦.៩២

ក�រស:ន)ស̀�អ� ២០ ១១.៨៣ ៨៨.៧៦

ថ4 �រ�ក ១១ ៦.៥១ ៩៥.២៧

ស)*ងៗ ៨ ៤.៧៣ ១០០.០០,រ � ១៦៩ ១០០.០០

សBក4�ងតរងស�Lអ��បតន�ប�សភ(ខ�ច��ម"យ= (សសហ@កង:ខ�ចខត / ខ�ចខតសរ��) x ១០០%

�ងMរសសហ@កង: បតRវប�គណនតមរយ�ករ�ងMរ�ជ�Xមន�អ��បតខ�តខត។សwងសmតម(��4�TយសBក4�ងតរង បក %មបគ�:បគងគ�ណភពបតRវប�គ�របbសរត�lត��ច

ខងសបកម�

CHUON SAMNANG, MBA Page 37

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គ. ដrតកមពតងយ (Scatter diagram)

�sបកមពបងយ (ឬកo�sបកម(�នក:(��ងរ"ម) �"យឲ2សយ$ងរកសP$ញ��វ(�នក:(��ងសB ក4�ងច�សណមអស>រព�រក4�ងសស'រ �ត�នលរ�ស:វទ �ងម�ល។ ឧទហរណk ប�ស ��ស�$ត�នលអស>រ X ជប� ប��ល ត �នលជ�លម�ករKក:ពT�S Y អចជប�ប��ល អ� �សលមសmតម(�នក:(��ងរ�ស:ព"កវ ជ�លប��ង] ញសBសល$បកហ@ជ�រ។

(�រងករ�

1. ប�ម�ល(��4�Tយជគ�ៗស�រ�:អស>រ (ទ �ងព�រ) ជ�ល(�នក:(��ងបតRវប�សង* Tយ។ កត:បតព"កវសល$�ញ�� (��4�Tយ (វជករប�សស$រណស: ប�ស��ស�$ ប�ម�លប�ព� ៥០គ� សm១០០គ�)។

2. គ�រអកT*ស�ក ��ងអកT*ឈរ។ ប�ស��ស�$ (�នក:(��ងរ"មន�(��4�Tយគ�សនL ជ(�នក: (��ងសហត�-)ល អកT*ស�កអចបតRវប�ដក:សឈD Lថ អក T*សហត� � ^ងអកT*ឈរ អចបតRវប�ដក:សឈD Lថ អកT*)ល។

3. សg(��4�Tយសល$បកហ@�ក។ ប�ស ��ស�$ត�នល(��4�Tយសក$តម�សសឡ$ងវ �ញ � �ង)�� � n4 សលកអ4កគ"រគ�ររង@ង:សB�� �វ �ញ(�ត �ងសនL។

4. ស�ក�បកហ@�កតមរយ�ជភ4ក ស� $ម� �រកឲ2សP$ញ��វ(�នក:(��ងសBក4�ងច�សណម (��4�Tយគ�។

CHUON SAMNANG, MBA Page 38

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ឃ. ហK!ឆត (Flowschart)

ហ9�lត (�sបកមល�ហ�រ) គ�ជរ��ភពម"យន��ណ� ��ហ�ដច:ព�n4 ន���សណ$ រករសB ក4�ងល�ដ�:����ន̀�:។ វអចបត Rវប��ង] ញតមរយ��sបកម��(។ �ណ� ��ហ�អចបតRវ ប�ពUណន សដ យសញ� ជសបច$� ជ�លសមញ�ៗ ��ងចhស:��)�ត។ សwងតមករសប� $បបស:ហ9�lតស�L �ណ� ��ហ�សBក4�ង��សណ$ រករ អចងយយល:ជងករពណU នអតX�(។

ករគ�រ � �ងករសប�$បបស:ហ9�lត � �រ�ញឲ2ករបគ�:បគង��សណ$ រករសX�ត� បតRវប�សប� $សB ក4�ងករអ��វត��k)ល�តកមD ��ងប�ត��ត��ករ។ ស�L )�ល:អតXប�សw��k�ល:អងMភព��ចខងសបកម

● �"យម��ស*ជ�លKក:ពT�Sសm�̂ង��សណ$ រករយល:វចhស:លស:។

● ក�ណត:��វអ@�ជ�លបតRវករ��� រ ��ងសធ@$ឲ2ប�សស$រសឡ$ង។

● រកឲ2សP$ញ��វអ@� ជ�លជត"ន(�រ�ស:សម��កម4 ក:សBក4�ង��សណ$ រករ។

● Kក:ពT�S��គMល�កសBក4�ងករអភ�វឌv�kគ�ណភព។

● �"យ�ង@^ក �ណ�� L�ណ� ល ��ងអភ�វឌv��នញ។

ប�ស��ស�$សម��កបក%មច�លរ"មសBក4�ងករគ�រហ9�lត វម�អត Xប�សw��kស)*ងស(+ត សដយសគ�សងY$តភពជមz ស:សBក4�ង��សណ$ រករ ��ងច�លរ"មក�:ជតសកមDសBក4�ងករ)�"ចស)�$ម សធ@$ ឲ2គ�ណភពក�:ជតប�សស$រសឡ$ង។

ម���ម�ត�សញ� ម"យច��"� ជ�លម�សប�$បបស:សBក4�ងករគ�រហ9�lត�

ច�ណ� ចច�:ស)�$ម ឬកoច�ណ� ច�ញz�:ន���សណ$ រករ

ពTតUម� ���4�Tយ ស�ណ� � ឯកសរ ឯកសរ

ឈ�:ជ�សណ� Lអស�4 ឬករ)`�ក�សណ� Lអស�4

ករអ��វត��kសកមDភព

ករស�សរចច�ត�

)9� វគ�9ង )9�វ��ជ�ក

ករ)`�កជ�លប�បត�តព���ត2សហ$យ។

វម��ច �បច:សប�$បបស:រល:��ម�ត�សញ� ស� $ម� �ពណU ន��សណ$ រករសនLស(។ �ណ� ��ម�ត�សញ� សលកអ4កបតRវករច �បច: អបសTយសល$��សណ$ រករជ�លសលកអ4កសរ+�រ�:។

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CHUON SAMNANG, MBA Page 39

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1. រកសP$ញ��វច�ណ� ចច�:ស)�$ម ��ងច�ណ� ច�ញz�:ន���សណ$ រករ

2. កត:បត��ហ��ចz����4 (ឬកoសកមDភព) សBក4�ង��សណ$ រករ

3. សប�$��ម�ត�សញ� ជ�លសមរម2ច�សKL��ហ���ម"យៗន���សណ$ រករ

4. គ�រហ9�lតជ�ល�ង] ញអ�ព���សណ$ រករ�ចz����4

5. វ ���ច�Tយ ��ងសធ@$ឲ2ប�សស$រសឡ$ង��វ��សណ$ រករ សដយអបសTយសល$ករបKងហ9�lត

6. ព���ត2ហ9�lតសឡ$ងវ �ញ

ឧទហរណk ស� $ម� �រកឲ2សP$ញ ថសត$កជ�9ងជ�លម�ស4 មក�`"លថ4 �ល� សBក 4�ងជខ*)ល�តកមD បក%មអ4កបត�តព���ត2គ�ណភពប�ស�ក� ��ងកត:បត��ហ��ចz����4សBក4�ង��សណ$ រករល�ថ4 ��

CHUON SAMNANG, MBA Page 40

រIអ�រJ� (១)

ខត�ម�ខ (២)

លយថ/ � (៣)

បញ�ថ/ � (៤)

ទ�កឲ?ថ/ �សP�ត (៥)

រR,សសយ

រវចខ0ប� (៧)

គ�ណភពលU(៦)

Build Bright University BENCHMARKING

សបកយមក ស4 មក�`"លថ4 �ល� �ណ� លមកព�ថ4 �សនLល�សស�$ង � �ងថ4 �ម��ជ�:ល[ បក%មអ4កបគ�:បគងគ�ណភព សស 4$ឲ2ម�ករជកល�អរគ�ណភព��សណ$ រករល�ថ4 � សKលគ� បញ:ថ4 �ស�អ�ម�ងស(+ត �ន̀�:ព�ប�ស�"ត២៤សមbងសហ$យសនL។

ខងសបកមស�Lជហ9�lតរ�ស:��សណ$ រអភ�វឌv�k�

�ន̀�:ព�ម"យជខន�ករសប�$បបស:��សណ$ រករអភ�វឌv�k សសហ @កង:ន�ករខ�ចខតសដយសរថ4 �ល� បតRវប�>យច�Lwbងសបច$�។

CHUON SAMNANG, MBA Page 41

រIអ�រJ� (១)

ខត�ម�ខ (២)

លយថ/ � (៣)

បញ�ថ/ � (៤)

ទ�កឲ?ថ/ �សP�ត (៥)

រR,សសយ

រវចខ0ប� (៩)

គ�ណភពលU(៨)

បញ�ថ/ �ទ�២ (៦)

ទ�កឲ?ថ/ �សP�ត (៧)

Build Bright University BENCHMARKING

ង. ឆតសហត�-�ល (Cause-effect chart)

lតសហត�-)ល (កoបតRវប�សÖថ �sបក មឆ[^ងបត� សដយសរជតរងរ�ស :វ) បតRវប� សប�$បបស:����ងសដយ ស�រ� អ� �ស� �កវb (Kaoru Ishikawa) នl4 � ១៩៥០ សBក4�ងប�ស(ស��b��។ �ញ] ម"យ ឬកoល(S)លម"យ អចម�)ល�bLKល:ជសបច$� ជ�លជរ�ស:បក%មទ �ងបប �ខងសបកម�

1. ម��ស* (Men) ��ចជ � �នញ��គMល�ក សមតXភព អក��ក�រ �w ចរ �តលក�ណ� ��ងករ ��រ�ញ(̂កច�ត�។

2. ស�ភរ� (Material) ��ចជ គ �ណភព �រ �មណ ��ងល(Sភពរ�ស:ស�ភរ� កររក�(�ក ��រ�ង លក�ខណ� �^ក�ញ�� � សមតXភពរ�ស:អ4ក)Mត:)Mង។

3. មbស��� (Machine) ��ចជ សមតXភព ��ងសX �ភព�រ �ក� រ ��ងមbស��� ករជ>រក�សបគ=ង �ន9 ស:...។

4. វ �ធ�សសស� (Method) ��ចជ (�រងករប�ត��ត��ករ សកមDភព...។

5. ករវស:ជវង (Measurement) ��ចជ ស �ង:ដ ត �រ�វករ (�រងករន�ករពsករណk ��ង ករ វយត�នល។

(�រងករខងសបកម បតRវប�សប�$បបស:ស�$ម� ��សងY$តlតសហត�-)ល�

1. ក�ណត:អត�សញ� ណន��ញ] ។

2. �ជ�កជវកជញករកគ���ត>D�ន�ប�សភ(��ព@សហត�ស�ខ�:ៗន��ញ] ។ ទក:(ងសm�̂ងសមស ធត�ស�ខ�:ៗសBក4�ងអងMភពរ�ស:សលកអ4ក ជ�លរ "មម� ករបគ� :បគងធ�ធ�ម��ស* វ �ធ�សសស�បសវបជវ សបគ=ងចបក ��ង�រ �ក� រ ឯកសរ ករវស:ជវង ��ងស�ង:ដរ។

3. ក�ណត:អត�សញ� ណន�ម�លសហត��ន̀�:��* � ជ�លជ�ងសចញព���ព@សហត�ស�ខ�:។

CHUON SAMNANG, MBA Page 42

បញZ

វ �1�សសស�ក�វស�

មន�ស\ ស�ភ�] មE ស��ន

Build Bright University BENCHMARKING

4. អភ�វឌv�sបកមតមរយ�ករគ�ររល:ប�សភ(��ព@សហត� ខណ�ជ� លជមកធង ជ�ងសចញ ព�បព�ញស�ខ�:។

5. សប�$សសរ $ស��ព@សហត�ស�ខ�:ស�$ម� �ពUណន។

6. �សងY$តជ)�ករសកមDភព។ ច �សKL��ព@សហត���ម"យៗ វស �ខ�:គ�បតRវក�ណត:សកមDភពអ@� ជ�លបតRវអ��វត��k �រណអ4កអ��វត� ��ងអ��វត�សBសពលណ។

..........................the end of chapter5 .............................

CHUON SAMNANG, MBA Page 43

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នមនរC�ទ� ៦

ភពជអfកH�ក{�ករយកគ�រ �តម �cង H�នj�រករតគបnតគង

BENCHMARKING LEADERSHIP

AND MANAGEMNET PROCESS

"ឧ�Pមភពខ cង 4ខ cស4ប ផ �� គ#ករ�ទល4ជម2យគ%សត�Gវធ�យគ� នករត*យ�ទ�̀ត ងទល4ម�ខគ6 "(Supreme excellence consists in breaking the enemy's resistance without fighting.)

១. ករបសងbតកម�វ�[�យកគ�រ !តម (ESTABLISHING A BENCHMARKING PROGRAM)ក. ករបសងbតរបយករ�s យ�ទPសស�� (Develop a Strategy Statement)

សBសពលករយកគ�រ�តមបតRវប�សគជណន � � �សw��តព�តជបតRវករចង:�^ង ស�Lសហ $យ ជច�ណ� ចសមបស�ម"យស�រ�:ករ)�"ចស)�$មសក$តសឡ$ង។ ម��បត̂មជត�b�សណr Lស(ព"កសគបតRវករភពសមសហត�)ល ច �សKLម�លសហត�ជ�លករយកគ�រ�តមបតRវប�សគ�ញz� លសmក4�ងយ�(Sសសស�។ ��សច4 L របយករយ �(Sសសស�ម"យ គ �ជករងរគ"រឲ2ចង:ប���)�ត សហ $យវម��បត̂មជតចង[�ល �ង] ញថអ@� � �ងម�លសហត�អ@�គ"រយកគ�រ�តម�b�សណr Lស( � b�ជ��វកoជករសធ@$��សណ$ រជវងl� យម"យ សlf Lសmរកករសធ@$ធមD ��រ��កមDន�ករយកគ�រ�តម។ ករ(("លខ�សបតRវទ �ងឡយសនLច�សKLករ យកគ�រ�តម គ"រជត�ង] ញអ�ព�ល(Sភពជយ�(Sសសស� � �ងព�គណ�បគ�:បគងជ�លម��(ព�សស ធ�kចhស:លស:។

ប�ស��ស�$(ស*��វ �សTយជ�លសយ$ងម�សBក4�ងអងMភពបស�: ��សច4 Lសរcងជ�លបតRវ�សងM�:សmសល$របយករណk យ�(Sសសស�ន�ករយកគ�រ�តមគ�៖

1. ត=លត>ននករយកគរតម (Benchmarking goal): ស�$ម� �សធ@$ករជកល�អរករសពញ ច�ត�រ�ស:អត�>��� ��ងល(S)លអ��វកមDសដយស�ក�បសវបជវជ����ន̀�:ស�$ម��ញz� ល (សង@$ឥតសខz Lសmក4�ង��សណ$ រករករងរ។

2. យ ទ�សស,5ននករយកគរតម (Benchmarking strategy): ស�$ម� �ជកល�អរ��សណ$ រករករ ងរជ����ន̀�: ស�$ម� �)ល�តម�ខសចញឲ2ក�:ប�សស$រសឡ$ងសដយសj� តសmសល$៖

CHUON SAMNANG, MBA Page 44

Build Bright University BENCHMARKING

○ ករខ�តខ�ប�ង̂ជប�ងករយកគ�រ�តមក4�ងករស@Lជស@ងអ��វត�តម(សង@$ឥតសខz LសBក4�ង ��សណ$ រករងរស�ខ�:ៗ។

○ ករជ>រក�របយករសសង��ន�ករយកគ�រ�តមម"យច��"�ជ�លស�ខ�:ៗ ច �សKLល(S )លវស:ជវងស�$ម� �ប�ឈរម�ខជម"យ�̂ងកររ �កល�តលស:។

ខ. ករបសងbតកររ �ព,ងទ�ក (Set Expectations)ស�Lជច�ណ� ច(�ព�រ ជ�លរបយករណk យ�(Sសសស�សj� តសល$ករបគ�:បគងច�សKLកររ �ព̂ង

(�កម"យច��"�ជ�ល�ង] ញសឡ$ងស�រ�:សកមDភពន�ករយកគ�រ�តមទ �ងឡយ។ សយ $ងម� wbងសហចណស:ករព�ចរណច��"�ព�រ� (១)ករបគ�:បគងចង:ប�សកមDភពយកគ�រ�តមសចL ជត��� � �ងជម�លដW �ក4�ងករជកល�អរជ����ន̀�: ម ��ជម�ជតម"យខណ�សនLស(។ (២)សយ$ង អច�ក̂ន �ករបគ�:បគងជក:លក: សដ យរ �ព̂ងថករតបមRវក4�ងករK �ន �សX �ភពន�សកមDភព យកគ�រ�តម ��ងច�សKLអធ�ករក�ចzសល$��សណ$ រករយកគ�រ�តម។

សBក4�ងជ)�ករអ��វកមD ក រយកគ�រ�តម សគយកច �ត�(�កដក:ច�សKLអ(�ភព � �ងករ �សងY$ត(�សសgស�$ម� ���សពញត�រ�វករអត�>���។ ស�ណ" រម"យច��"�ជ�លn�ប(សដយករយកគ�រ�តម៖

○ សត$អ4កម�(ស*��wbងណច�សKLបក%មហ'��ជ�លប�ឈមម�ខ�̂ងករប�ក"តប�ជ�ង?

○ សត$កល��វត�ភពអ@�ខ9Lជ�លសគរកសP$ញថ �̂ង(("លប���វគ�ណសម�ត��?○ សត$យ�(Sសសស� ��ង(សង@$ឥតសខz Lអ@�ខ9Lជ�លអ4ក�̂ងយកមកព�ចរណ?

○ សត$សnលសgអ��វត��kអ@�ជ�លអ4កម�ច�សKLព���សmបប �l4 ��ន̀�:?○ សត$��សណ$ រករស�ខ�:ៗអ@�ខ9Lជ�ល�^កន �សnលសgទ �ងស�L?

សBក4�ងជ)�ករប�ត��ត��ករ ឬប�ច �l4 �ជ�លសj� តសនL គ �(�សសgជក:លក: ��ង�ញ� ក: សល$សមតXភព��សណ$ រករស�$ម� �ប�បព̂ត���វ(សង@$ឥតសខz L។ ស�ណ" រជ�លសឆ9$យសដយករយកគ�រ� តមរ"មម�៖

○ សត$l4 �ស�Lចសន9 Lខ@Lខតអ@�ជ�លបតRវជកជប�?

○ សត$គ"រជកជប�ចសន9 Lខ@Lខតទ �ងសនLសដយរស�+�ណ?

○ សត$បតRវច�ណយសពល�b��ណក4�ងករជកជប�ចសន9 Lខ@Lខតទ �ងសនL?

○ សត$(សង@$ឥតសខz Lអ@�ជ�ល�̂ងរ"ម�ញz� លសmក4�ងប�ត��ត��ករ?សBសពលម�ករសj� តយកច�ត�(�កដក:រ �ល̂កសឡ$ងវ �ញ��វប�ត��ត��ករ គ �សX�តសBសល$ជ)�

ករសកមDភព ករប�ម �ល)�� �គ"រជតជ)[ក��សណ$ រករ ��ងករសធ@$អធ�ករក�ចzស�ខ�:ៗ ម"យច��"�។ ស�ណ" រម"យច��"�ជ�លn�ប(សដយករយកគ�រ�តម៖

○ សត$ម�កររ �កល�តលស:អ@�សក$តម�សឡ$ងច�សKLករយកគ�រ�តម?

CHUON SAMNANG, MBA Page 45

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○ សត$ម�(សង@$ឥតសខz Lអ@�ខ9Lស�$ម� �សធ@$សមហរណ�កមD?○ សត$អ(�ភពឈរសល$ម�លដW �អ@�?○ សត$ធ�ធ�ម�បគ�:បn�:ជ�រឬស(ស�$ម� ��^កន �ករយកគ�រ�តម � �ងជព�សសសស�$ម� �អ��-

វត�ឲ2ប���វ(សង@$ឥតសខz L?

○ សត$អ@�ខ9Lជ�លជល(S)លន�ករអ��វត�សល$(សង@$ឥតសខz L?គ. ករស[Eឲ-តបស�រស�ងន!វករប��� �បR� លសលករយល�ដ,ងព�ករតគប�តគង

(Provide Management Awareness Training)ករយល:�^ងព�ករបគ�:បគងច�សKLករយកគ�រ�តម សនLគ �ករសរcងច �បច:ម"យជ�លខ�

ម��ប�។ អ 4កបគ�:បគងបតRវករយល:�^ង��វអ@�ជករយកគ�រ�តម ជ� លសនLគ�ជករយល:សP$ញ wbងចhស:លស:(�ទ �ងអងMភព។ �ញ] ស�L វ�^ង�ង] ញសឡ$ង ខណ�សពលជ�លម�លដW �ន� ករស�សរចច�ត�ស��អ�ព�ករច�:ស)�$មករកសក$តសឡ$ង��វសកមDភពយកគ�រ�តម។ ករសរ+�ច��ញ�� ជក: លក:សល$ករងរ វ�̂ង)�ល:��វករសពញច�ត�ក4�ងករ�ណ�� L�ណ� ល។

(�សសgន�ករយល:�^ងព�ករងរបគ�:បគង គ �ជឥរ �w�>សបត¯ម��រ�ងម"យស�$ម� �បត�តព���-ត2សម$លច�សKLករ�សងY$ត � �ងករ�"យn �ប(សល$ករយកគ�រ�តម។ ម �ស�ណ" រម"យច��"�ជ�ល អ4កបគ�:បគងគ"រសធ@$ករសក:ស"រ៖

● សត$អ4កទ �ងអស:n4 �^ងស(ថ អ@�សmជករយកគ�រ�តម?● សត$អ@�ជ�លច �បច:ជ�លសយ$ងបតRវករជម��ស�$ម� �សធ@$ករច�:ស)�$មករយកគ�រ�តម?● សត$ម�ករn �ប(ព�អ4កបគ�:បគងវ Tយច�ណស:ជ�រឬស(?● សត$ម���នញ ��ងសមតXភពច �បច:ស�$ម� �n �ប(ករយកគ�រ�តមជ�រឬស(?

ឃ. ករសH បនម�� លសពញសដយ�មតHភព (Establish a Competency Center)បក%មអ4កយកគ�រ�តមគ�ជ���"យករច �បច:ស�រ�:អងMភពទ �ងឡយ ព "កសគជតងជតបតRវ

ករអ4កស�រ�សបម�ល ឬអ 4ក�ណ�� L�ណ� ល អ 4ក)�ល:សw�ល: � �ង��គMលទ �ងឡយណជ�ល ម�ងរសឆ9$យត�សm�̂ងកមDវ �ធ�យកគ�រ�តម។ អងMភពភគសបច$� សយ$ងសP$ញថម��ម�ត�ជណង ជអ4កបគ�:បគងយកគ�រ�តមស( ��សច4 Lសហ$យវnD �ប�ភព��គMលជ�លម�គ�ណសម�ត��បគ�:បn�: ស�រ�:ករងរស�Lសឡ$យ។

(��"លខ�សបតRវរ�ស:អ4កបគ�:បគងយកគ�រ�តមរ"មម�៖○ ករជ>រក�ករ(�នក:(��ងខងសប�ឲ2ប�(�លយច�សKLករយកគ�រ�តម○ ករប�ស�ញរកយ�(Sសសស�ន�ករយកគ�រ�តមជ�ល�̂ងបបក�សឡ$ង○ ករ�ក̂ន �បក%មករងរយកគ�រ�តម○ ករ�ក̂ន ��ណ� ញករងរតមរយ���គMលស��ព�អងMភពច�សKLករយកគ�រ�តម○ ករ)�ល:��វករ�ណ�� L�ណ� លយកគ�រ�តម ឬព���ត2សម$ល��វប�ស�(Sភពអ��វត��k

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Build Bright University BENCHMARKING

○ ដក:សកមDភពសពលធ�ធ�ម"យបតRវប��ញz� លសmសល$��សណ$ រករយកគ�រ�តម○ បតRវសធ@$ឲ2បបក�ថ សកម Dភពយកគ�រ�តមគ�ជអ(�ភពច�សKLករងរទ �ងសនL

ជ�ល�̂ងទញយកមកវ �ញ��វអតXប�សw��k�oអសz រ2 � �ងភពសមបស�សm�̂ង (�សសg, ស�សកកមD, ��ង(ស*��វ �សTយរ�ស:អងMភព។

○ ករសធ@$របយករន���សណ$ រល�តលស:រ�ស:ករងរយកគ�រ�តមច�សKLករភគ�ជ�ល Kក:ព�STទ �ងអស:។

ង. ករបសងbតស:លករ�s ជ�ន� (Develop Guidelines)អងMភពទ �ងឡយបតRវករ�សងY$តសnលករណk ជណន �ច�សKLអ4កបគ�:បគង � �ងបក%មករ

ងរក4�ងករ�^កន �ករយកគ�រ�តម។ សnលករណk ជណន � �̂ងសធ@$ឲ2បបក�ប�ជ ��ងជ��ត�វ �ធ�ជ ស�ង:ដរម"យស�$ម� �សដLបសយសBក4�ងសកមDភពន�ករយកគ�រ�តម។ ជ(�សmសnលករណk ទ �ង ស�Lវទក:(ងសm�̂ងករជចករ �ជលក��វពTតUម�, ព�ធ�ករ(ស*��ក�ចz, ��ងអភ�សមចរ, ��ត�កមD, ��ងករព�ចរណសដយស�$កច�ហរ។ វ�^ង)�ល:��វអតXប�សw��k�oអសz រ2តមរយ�សnលករណk ឯកសរស�L ��ង)�ល:��វល(Sភពច�សKLបក%មករងរយកគ�រ�តម ��ងអ4កបគ�:បគងជ�លជគណ� កមDករ។ច. ករបសងbតបR� ញករងរ (Establish a Network)

រចនសមf�STអងMភព គ��ញ] ម"យក4�ងច�សណម�ញ] ស�ខ�:ៗជ�លបតRវយកមកព�ចរណ ច�សKLករបគ�:បគងករយកគ�រ�តម។ សត $រចនសមfT�Sអ@�ជ�ល�ញ� ក:ព�ប�ស�(Sភពជ�លអងMភព អបសTយសmសល$? អងMភពភគសបច$��សងY$ត�ណ� ញករងរសចញព�ត�ណងតមម�ខងរ��ម"យៗ �ណ� ញទ �ងស�Lម��បតRវជត��សរ $ត�រ�វករច�សKLធ�ធ���ង � �រ�ញឲ2សកមDភពន�ករយកគ�រ� តមក�:ជតម�(�ស�$�កមDខ9 �ងសឡ$ង�b�សណr Lស( ជ>មទ �ងវ��សពញ)ងជ�រ��វត�រ�វករ)*ព@)�យ ពTតUម� � �ងត�រ�វករន�ករយកគ�រ�តម(�ទ �ងអងMភព។ សហ $យវអចជត�រ�វករក4�ងករ�^កន � ករងរសល$កមDវ �ធ�យកគ�រ�តម, ច�សណញប���វភពសមបស�សល$(�សសg ��ងករស�សរចច�ត�ជ�ល )�ល:��វប�ស�(Sភពក4�ងករយកគ�រ�តម, ��ងអភ�វឌv�kសX �ភព � �ងឯកសរស�$ម� ��"យក4�ងករ �^កន � ��ងពបង�កកមDវ �ធ�។

២. ក�ច^: �តទកម�វ�[�យកគ�រ !តម (SUPPORTING A BENCHMARKING PROGRAM)ក. ករជ�Eងរកករ: �តទ (Identify Champions)

អងMភពទ �ងឡយជតងបតRវករករ)Mត:)Mងស�រ�:កមDវ �ធ�ច��ងៗរ�ស:ខ9"� ជ�លន �មក��វ ករj9 ស:��� រ—��ងករយកគ�រ�តមជ�លម��ប�រ �ព̂ង(�កជម��។ ករយកគ�រ�តម គ�ជ��សណ$ រករ j9 ស:���រ�oម�សរ�ប�សw��k, ��ងជករស�$សសរ $សករn �ប(ជ�លបតRវប�ចត:ត �ង។ � �សច4 L សBសពលសកមDភពj9 ស:��� របតRវប�សគប�សម$សម$ល។ សទL��ជwbងណកoសដយ ត"ន(�ន�ករn �ប( គ"រជតម�អ@�ជ�លព�អ4កឧ�តXម;(�សmម"យ ម�� TយថវបតRវករឧ�តXម;ព�អងMភពជ�លជម�ល

CHUON SAMNANG, MBA Page 47

Build Bright University BENCHMARKING

សហត�ជ�លករយកគ�រ�តមម��បតRវប�ព�ចរណសBក4�ងករស�សរចច�ត�ស�ខ�:ៗ � �ងករ�សងY$ត បព̂ត��ករណk សជគ�Tយ បស�សព លជម"យ�̂ង��រ�ញឲ2អងMភពប�ស�ញn4 តមរយ�ករយកគ�រ� តមប�ក�សដយករប�ក"តប�ជ�ង។

ត"ន(�ស�ខ�:ម"យស(+តន�ករn �ប( គ "រជតបតRវប�)Mត:)Mង:សល$ករយកគ�រ�តមជ��� �ន̀�:សដយករសj� តយកច�ត�(�កដក:ជសកមDសល$សកមDភព��សណ$ រករ���"ញ។ ខ. តកhមគ�Oកម�ករ (Commission Teams)

សត$�រណជបក%មគណ�កមDករ? ច�សឡ$យជ�លប�សស$រ��)�តសនL គ �ករព�ចរណជ�ល អត�>���យកគ�រ�តមស�សgសmរក វគ�ជប�ស�(Sភពម"យជ�លឆ9ងកត:wbងសហចណស: ព�រ�� ��ហ�����ងន���សណ$ រករគ�ណភពតមប�នពណ� ក 4�ងករ�សងY$តបក%មខ�តខ�ប�̂ងជប�ងក4�ងករ យកគ�រ�តម។ ( �ម"យសយ$ងបតRវព�ចរណសល$ម�ខសចញ, (�ព�រអត�>���, (���ត�រ�វកររ�ស:ព"កសគ ��ង(��"�សមតXភព��សពញត�រ�វករ ទ �ងស�Lគ�ជ��ហ�����ងជ�លម�សរស�ខ�:។

សយ$ងក�រសP$ញម�បក%មករងរជ�លប�ត��ត��ករតមម�ខងរប�ក�សដយប�ស�(Sណស: ប�ស��ស�$ព"កសគម�សម��កសបច$�ជងព�៩សm១០រ��។ ជតស� $សម��កព�៣សm៦នក:ម�ករ សពញ��យមជ(�សmច�សKLករយកគ�រ�តមស�L។ ច �សKLបក%មធ�ៗ កoបតRវប�សគព�ចរណជ�រ ជត ភគសបច$�បតRវប���ជ�កសmជបក%មរងត�ចៗសBក4�ងក�ចzអ��វត��k។

បក%មករងរគ"រជតម��(ព�សសធ�kប�ត��ត��ករសដយj̀ល: សBក 4�ង��សណ$ រករស�ក�។ ករសj� តយកច�ត�(�កដក:ស�Lគ"រជតម�ភពចhស:លស:ច�សKLករអ��វត��k��សណ$ រករជកល�អរ ជ�ល�̂ង�សងY$តសចញ��វល(S)លជ�លប�សស$រ��)�ត។ អ 4កប�ត��ត��ករ��សណ$ រករ ភគសបច $�បតRវ ម�ល(Sភព�̂កន �មក��វសមតXភពឲ2បក%មករងរ។ សល$សព�ស�Lសmស(+តបតRវម�ច�សណL�^ង ខង��សណ$ រករ, សម��កបក%មករងរគ"រសចLវ �ភគ��សណ$ រករ, ករស�ក�បសវបជវ, ករសរ+�ច� ឯកសរ��សណ$ រករ, ��ង��នញក4�ងករស�រ�ស�រ"លបក%មជស�$ម។គ. ករ��ល�ឲ-តកhមន!វករប��� �បR� លជ�នញ (Provide Team Skills Training)

ជករល[ អ 4កបគ�:បគងបតRវជតយល:�^ងព���សណ$ រករយកគ�រ�តមជម��ស�� សម� �ក គណ�កមDករគ"រជតម���នញខងករ�ណ�� L�ណ� លស�$ម� ��^កន �ករសស�$�អសងYត។ ករយកគ� រ�តមសប�$បបស:វ �ធ�សសស�សបច$�ស�S^កសនS �:ណស: � �សច4 Lសហ$យវកoបតRវករឲ2ម���នញ)ង ជ�រ ��ងករ�សបង¯�ព�វ �ធ�សសស� � �ង��នញជ�លអចចម9ងតម។ ��សច4 Lសហ$យ បក%មករងរគ"រ ជតបតRវប��ណ�� L�ណ� លឲ2សមបស�តមសពលសវលម"យ។

ជ�ឋមករ�ណ�� L�ណ� លបតRវសj� តយកច�ត�(�កដក:សល$ករជស@ងរក ថអ @�ជ�លបតRវយក គ�រ�តម? ��ង សត$�រណជ�លបតRវយកគ�រ�តម, ��ងសល$ករសចLសស$សរ $បគ�:(��4�Tយ ��ងប�ភពពTតU ម�ទ �ងឡយ។

CHUON SAMNANG, MBA Page 48

Build Bright University BENCHMARKING

ឃ. ករសរgបច�ឯកសរដ�ស� រករ (Document the Process)

ករយកគ�រ�តមគ"រជតច�:ស)�$មសដយករសរ+�ច�ឯកសរ��សណ$ រករករងរ ម�� Tយថ គ�សj� តសល$ករសស�$�អសងYត។ វម �សហត�)លជសបច$�ច�សKL��ហ�ស�ខ�:ៗ សហ $យបតRវប� រ�:�ញz� លសmក4�ងករក�ណត:(�ហ�គ�សរង, ករជស@ងយល:ព�ករវស:ជវងស�ខ�:ៗជ�លសមបស�,

��ងករជស@ងរកករយល:�^ងប�ចhស:លស:ព�វ �ធ�ជ�លករងរម"យបតRវប�សក$តសឡ$ង។ករងរក4�ងច�សណមករងរស�L � ^ងបតRវប�សគស�c(�កច�ត��ល:ជ�គ�យកគ�រ�តមជ�លរក

សP$ញ ជ�លព"កសគគ"រជតច�លរ"មក4�ងករស�ក�ស�L។ តមរយ��(ព�សសធ�k ប�ចង [�ល�ង] ញ ឲ2សP$ញថ � �សណ$ រករជ�លប�សរ+�ច�សចញជឯកសរ គ �ជករ��រ�ញ(̂កច�ត�wbងស�ខ�:ច� សKLអ4កទ �ងឡយណជ�លប�ច�លរ"មស�ក�។ ករសរ+�ច ���សណ$ រករឯកសរ�̂ង�ង] ញព�ក� រ �តន�ករសរ+�ច�ជ�លហ"សព�អ@�ជ�លអ4ក�ន(ស(+តម�។

ម�មសធsបយជសបច$�ជ�លម�សBក4�ងឯកសរ��សណ$ រករករងរ ឯកសរទ �ងស�L រ"មម�(�រងស)*ងៗn4 ជសបច$� ជ�លបតRវប�កត :បតwbងល�អ�ត w bងសហចណស:ម� រ��ភព��សណ$ រករ សសចក��ពUណនព���សណ$ រករ ��ងសសចក��ពUណនព���ត�វ �ធ�ជ��ហ�ៗ (អ@�ជ�ល បតRវអ��វត�?) ��ងករអ��វត�តម��ហ���ម"យៗ (សត$បតRវអ��វត�សដយវ �ធ�ណ?)។ង. នដគ!ជដលមនគ���មaត��តគប�ត:ន� (Qualify Partners)

ច�សណL�^ងន�ករយកគ�រ�តម ម�ក រj9 ស:��� រប�ក�សដយករព�ចរណអស:ព�ច�ត� ស�$ម� ��សងY$��(ព�សសធ�kក�:ជតខfស: ស� Lម��ជម�ជករសច(ប�ក�:ច�សKLន�គ�ណម"យស( �b�ជ��វអចជ�ញ] ម"យសBសពលជ�លបក%មហ'��ម"យបតRវប�សគសស4$ស�$ម� �ក9 យជន�គ�យកគ�រ� តម ត មរយ��(ព�សសធ�kអ4កច�ល>D�ជ�លអចច�:ស)�$មសដយសសD Lបតង:។ សBសបកមកល� ស(ស�ទ �ងស�L គ �ណសម�ត�� � �ងករករKរម"យច��"�បតRវជតម�លក�ណ�សមបស� រ"មម� ករព�ភក�អ�ព�ក�រ �តន�ករសរ+�ច�រ�ស:ន�គ�>D� ��ងបកមស�លធមUរ�ស:ន�គ�។

..........................the end of chapter6 .............................

CHUON SAMNANG, MBA Page 49

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នមនរC�ទ� ៧

ករបjUb }បណU លTRAINING

" ច ធV.វdជe ជក Vប4តទព(ម2យដ�លមនម\ ស4តមករពរធBតគប4ទDកដន "ង "(Learning is a treasure which accompanies its owner everywhere)

១. ករប��� �បR� លន��ក7�ង (INTERNAL TRAINING)ក. ករប��� �បR� លច�ស��តគប�តគង (Management Awareness Training)

ករស�ក�សល$ករ�ណ�� L�ណ� លច�សណLបគ�:បគង គ �ជករច �បច:ណស:ស�រ�:អ4កបគ�: បគងបគ�:ឋ�� ជ�លព "កសគ�̂ងសម$លករខ�សបតRវសកមDភពយកគ�រ�តម។ សnល� �ណងន�ករ �ណ�� L�ណ� លម�ព�រមnU (១) សធ@$ករជណន �ច�សKLអ4កបគ�:បគងបគ�:ក�រ �តឲ2ម�ករយល: �ង̂អ�ព�អ@�ជ�លជករយកគ�រ�តម ��ងសហ$យ�̂ងអ@�ជ�លម��បតRវយកគ�រ�តម។ (២) ��ងស�$ម� ��សងY$ត បក%មករងរយកគ�រ�តមជ�លម�ច�សណL�^ងបគ�:បគង ស�$ម� �ស�រ�ស�រ"ល��សណ$ រករយកគ�រ�តម សដយឆ9ងកត: � �ង(("លប�សសចក��ស�សរចប�ក�សដយសជគ�Tយ។ � �សច4L វបតRវករករធន ឲ2ប���វ��សណLបសយwbងម��ងមbត:ជ�ល�̂ងយកមកអ��សលមសmតម � �ងអតXប�សw��k ជ�លរ �ព̂ង(�កព�សកមDភពយកគ�រ�តមជសម�(S�)ល។

ទ!'សJច.សKLករប/BM LបណB លសនLរGមមន៖

○ ករ)�ល:��វច�សណLជ)4កបគ�:បគងន���សណ$ រករយកគ�រ�តម○ ករ)�ល:��វច�សណL�^ង ��ង��នញស�$ម� �សប�$បបស:��សណ$ រករ○ �"យឲ2អ4កបគ�:បគងម�ន(�ជអ4កបត�:តមគ�រ�សBក4�ងជ)�ករកមDន�ករសស�$�

អសងYតយកគ�រ�តម ��ងករអ��វត�តម(សង@$ជ�លប�សស$រ��)�តនន។○ �"យឲ2អ4កបគ�:បគងក9 យជអ4កម���នញក4�ងករអធ�ករក�ចzសល$គ�សរងយកគ�រ�តម○ �"យអ4កបគ�:បគងឲ2ម�ករយល:�^ងព�(�នក:(��ងន�ករយកគ�រ�ស�$ម� �គ�ណភព

សរ��

CHUON SAMNANG, MBA Page 50

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រសបOបវ 5រ+ច.បច9សដ0មR 5សSប0Sប'9'.រប9វគUប/BM LបណB លរGមមន៖

Agenda○ Benchmarking chronology○ Relationship to total quality○ Benchmarking benefits○ Benchmarking strategy○ Definitions○ Types of benchmarking and examples○ The benchmarking process and phases○ What to benchmark○ Whom to benchmarking○ Information sources and study conduct○ Roles and responsibilities

• Managers• Process owners• Teams• Competency centers

○ Success factors and management expectations○ Decisions needed

• Resource commitment• Approach selected• Results expected• Timing

○ Inspection checklistខ. ករប��� �បR� លច�រ ��ម�ខជ�នញ (Cross-Function Skill Training)

ច�សKLបក%មហ'��ទ �ងឡយជ�លក�ព�ងច�:ស)�$ម ឬស X�តសB��ណក:កលKក:កណ� ល សកមDភពយកគ�រ�តមកoសដយ វជក រច �បច:ណស: ស� $ម� �ត�រ�វឲ2ម�ករ�ណ�� L�ណ� ល ��គMល ឬអង Mភពសmតមវ �សTយ��ម"យៗជ�លម�ម�លដW �បគ̂L ��ងក�រ �តច�សណL�^ងស)*ងៗn4 ។ សសចក��ល�អ�តស��អ�ព�ករ�ណ�� L�ណ� លតមម�ខងរច�រ�Lម��ង] ញបត�សៗ��ចខងសបកម៖

● Participant value○ Benchmarking training skills and knowledge

● Workshop focus○ Jump-start○ Understand key steps in the process

● Method used○ Six modules

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○ Prereading○ Video introduction○ Presentation and discussion○ Three simulation exercises○ Personal project planning (optional)○ Key learnings and fail points○ Invited guest speaker for library services○ Question and answer time○ Quiz○ Course evaluation

● Objectives○ Be able to start a benchmarking investigation (the planning phases) and know

where to go to find information and assistance○ Use materials and prereading○ Be able to remember the three key process steps, the four types of

benchmarking, and up to five sources of information○ 100 percent class participation

● Source of materials○ Two-day experience conducting benchmarking investigations○ Author of book on benchmarking

● Review○ Use a variety of methods to develop knowledge and skills○ Remember process steps, key types of benchmarking, and major information

sources○ Be ready to conduct a benchmarking study(�សសgក4�ងករ�ញz�:ករ�ណ�� L�ណ� លតមម�ខងរច�រ�L៖➔ ស�$ម� ���សពញសមតXភពក4�ងករច�:ស)�$មសកមDភពយកគ�រ�តម➔ ស�$ម� ��^ងព�(�កជ�9ងជ�លប�ភពពTតUម� ��ងប�ភព���"ញ➔ ស�$ម� ���សពញ��នញច�សKL��ហ�ស�ខ�:ៗន���សណ$ រករយកគ�រ�តម➔ ស�$ម� �យល:�̂ងព�ប�សភ(ន�ករយកគ�រ�តមស)*ងៗn4 � �ងអតXប�សw��k � �ងល(S)ល

ជ�លរ �ព̂ង(�ក➔ ស�$ម� �យល:�^ងព�ប�ភពពTតUម�ស�ខ�:ៗ

គ. ករប��� �បR� លតកhមករងរយកគ�រ !តម (Benchmarking Team Training)ក�ឡ�ងសពលជ�លបក%មហ'��ទ �ងឡយក�ព�ងរ �ក�លខ9"�ឈ�សmរក�កYភពសBក4�ងកមDវ �ធ�

ករយកគ�រ�តម។ សហ$យក4�ងក�ឡ�ងសពលស�L អ 4កបគ�:បគងក�:ជតម���នញ ��ងសមតXភពក4�ង

CHUON SAMNANG, MBA Page 52

Build Bright University BENCHMARKING

ករសប�$បបស: ��ងស�រ�ស�រ"លគ�សរងន�ករយកគ�រ�តម ប�សភ(ន�ករ�ណ�� L�ណ� លជសបច$�បតRវ ប�សគសស4$សឡ$ង។ ជព �សសសសBសពលអងMភពយល:�^ងព�ត�នលន�ករសj� តយកច�ត�(�កដក:សល$ )ល�តភព � �ងក�ចzខ�តខ�ប�ង̂ជប�ងសចLជត���ក4�ងករជកល�អរសល$��សណ$ រករករងរជ�លជជ)4ក ម"យ)�"ចស)�$ម���ជស@ងរកគ�ណភពណម"យ ករ�ក̂ន �ករយកគ�រ�តមសល$បក%ម��សណ$ រករម"យ វ ជម�លដW �)�ល:��វសជគ�Tយក�រ �តម"យខfស:។

ធ�ធ�ក4�ងវគM�ណ�� L�ណ� លស�Lរ"ម�ញz� ល��វស�ង:ដរច�សKLករ�ណ�� L�ណ� លសX � នក�រ �តខfស:ម"យ ��ចជ៖

● ករសរ+�ច�ករងរជម��ស�រ�:អ4កច�លរ"ម ស�$ម� �ព"កសគសបត¯មខ9"�ក4�ងករច�លរ"មស�ក�● �ង] ញជម����វ��សណ$ រយកគ�រ�តមស�$ម� ��"យពបងង̂(�សសgជអ(�ភព● ស�ភរ����̀:ស�ក�ក4�ងករ�ក̂ន ��ង] ញអ4កច�លរ"ម តមរយ�ល�ហត:គ�សរង, ករព�ភក�

ជបក%ម, ��ង��ហ�រ�ស:គ�សរង● ស�ភរ��សបង¯�ស��អ�ព�ជ)�ករសមសរ+� ��ងស�ភរ�សប�$បបស:រ�ស:ស�ស*

២. បសចក̂សទ�ប��� �បR� ល (TRAINING TECHNIQUES)សយ$ងម��សចzកស(ស�ណ�� L�ណ� លwbងប�ស�(Sភពជម�លដW �ម"យច��"� ជ� លព"កសគ�̂ង

យកមកសប�$បបស:សB(�ស�L ខណ�សពលជ� លបក%មករងរងកសmរកអ4ក�ណ�� L�ណ� លជ�លសម បស�។ ក រ�ណ�� L�ណ� លបតRវជ)[កសmសល$ករ�ង] ញwbងចhស:លស:អ�ព� ព �សនលព�សច:សរcង ករ (ស*នសកមDភព ��ងករអ��វត��kជក:ជស�ង។

សBក4�ងករយកគ�រ�តមករ�ណ�� L�ណ� ល ��ង�(ព�សសធ�kបតRវប��ង] ញឲ2សP$ញថ (�ត �ង ណជ�លជក:លក:ជ�ល)�ល:��វច�ណ�:អរមDណk ជព�សសស។ ប�ស ��ស�$ម���សណ$ រករណម"យ ជ�ល�̂ងសល$កមកអ��វត��k អ �ព�អ@�ជ�លបតRវយកជសnលគ�រ� ជ�ល� ^ងត�រ�វឲ2ម�ឯកសរល�ហត: ភគ សបច$�(��ងជបតRវសប�$បបស:ហ9�lតស��ព���សណ$ រករសនL។ ជញ̂កញ�: ករ�ណ�� L�ណ� លស�LបតRវប� សគ�ង] ត:�ង] ញសដយសល$កឧទហរណk សមញ�ៗ ស� $ម� �(("លប���វប�សw��kខfស:តមរយ�សកមD ភពស�L។

មbsងវ �ញស(+ត ( �កជ�9ងជ�ល)�ល:��វច�ណ�:អរមDណk ខ9 �ងស�រ�:អ4កស�ក� ជ�លបតRវករយល : �^ងព�ប�សភ(ខ�សៗn4 ន�ករយកគ�រ�តម � �ងមសធsបយប�សស$រ��)�តស�$ម� �(("លប���វច�សណL�^ងព� ករយកគ�រ�តម អ 4កស�ក�បតRវសធ@$ករងរ សដយឆ 9ងកត:ល�ហត:ជក:ជស�ងជ�លក�ព�ងជត�សងY$តសឡ$ង ��ង ច �សKLករសប�$សសរ $សប�ធ��( ឬ� �សណ$ រករជ�លព"កសគបតRវ�̂ងថ សត $�រណជ�លបតRវយកជ សnលគ�រ�ស�$ម� �សឆ9$យត�សm�̂ងប�សភ(ន�ករយកគ�រ�តមទ �ង�"� Internal, competition, functional, and generic។

សយ$ងម�សX �ភព�ណ�� L�ណ� លម"យច��"� ជ�ល) �ល:ឲ2ត"ន(�ជគ�រ�ប�ក�សដយសរ�

CHUON SAMNANG, MBA Page 53

Build Bright University BENCHMARKING

ប�សw��k ជព �សសសក4�ងករសរ+�ច� � �ងករប�ត��ត��ន�ក�រងស�ណ" រម"យច��"�។ ប�ស ��ស�$ករព�ពUណនព� ��សណ$ រករ ��ងក�រងស�ណ" រជ�លបតRវប��សងY$តសឡ$ង �ន̀�:មក��សណ$ រករស�ភស�kជ�ល�̂ងមក���"ស ក�ឡ�ងសពលសធ@$(ស*��ក�ចzប�ត��ត��ករនន ជ�លអចច�លងតមប�។

ជម"យស�Lជ�រ សរcងជក :ជស�ងន�ករយកគ�រ�តម ឥឡ�វស�Lត�រ�វម�វគM�ណ�� L�ណ� លជ�ល អចយល:�^ងប� វបត Rវប�សគសរ+�ច�សដយអងMភពម"យច��"�។ ជឧទរហណk ��ចជករជចករ �ជលក ជម"យអ4ក�ន(ជ�លម�ករជកល�អរ(ស*�����"ញរ�ស:ព"កសគ។ អង Mភពខ9Lន �n4 សញ�^ ងគ�តព�ករ �ណ�� L�ណ� លករយកគ�រ�តម ថសត $គ"រនលលកwbងណ ក 4�ងករសប�$បបស:ឧ�ករណk >D�ចស: សដយ ករប�%ងប�យត4Tខfស:ក4�ងសកមDភព�ណ�� L�ណ� ល រ"មម� កមDវ �ធ�ស�ក�, កមDវ �ធ�ក� �ព2�(Tរ, កជសតវ �ឌ�អ�, កជសតមbសញb , ឯកសរសwង, សស+វសÚព�មf, ��ងឧ�ករណk )*ព@)�យជ�លម�ករវ �វត��kសBសល$ម�ល ដW �(��4�Tយ(Data Base)តម On-line។

ករងរច �បច:ម"យស(+ត គ �អ4ក�ណ�� L�ណ� ល ឬអ4កស�រ�ស�រ"លគ"រ(("លប� សnល� �ណង ន�ករអ��វត��kសល$លក�ណ�ន�ម�ខវ �ជ� � �ងស�ភរ�។ ស� $ម� �ឲ2ព"កសគក9 យជអ4កអ�:រ �ប�ក�សដយ�(ព� សសធ�kខfស: � �ងម�ស(ពសកសល2 ព "កសគកoបតRវករករ�ណ�� L�ណ� លជម��ស�� ជ�ល(ស*���រ ស(សស�សg "a train-the-trainer course” ។៣. ប��� �បR� លខងសតnអង>ភព (EXTERNAL TRAINING)

ក. យ�ទPសស��, ករសរgបច�ចត�ជចង, ករតគប�តគង (Strategy, Organization, and Management)

��សណLបសយជយ�(Sសសស� បត Rវប�បក%មហ'��ទ �ងឡយទញ�ញz� លសmក4�ងករយក គ�រ�តម ជ�លរ "មច�ជណកសធ@$ឲ2អ4កស�ក�ម�ច�ណ�:អរមDណk ។ ស�Lគ �ជករស�ក��oស�ខ�: ម"យក4�ងក�ចzច�:ស)�$ម ស�Lគ �ជឱកសម"យជ�លព"កសគក�ព�ងជតស�ក�ជស@ងយល:ព�អ4ក�ន(ជ�ល ព"កសគធ9 �:ប�(("លសជគ�Tយសល$ករយកគ�រ�តមក�9ងមក។

��សណLបសយជយ�(Sសសស�រ"មម� ៖ ● ករសរ+�ច�ចត:ជចង ��ងករបគ�:បគងករយកគ�រ�តម● វ �ធ�ជ�លករយកគ�រ�តមសមបស�សm�̂ងករបគ�:បគងគ�ណភពសរ��, ករជកល�អរគ�ណ

ភពជ�លសចLជត���, ��ងករបគ�:បគង��សណ$ រករ���"ញ● ករសរ+�ច�សហដW រចនសមfT�Sស�រ�:បគ�:បគងករយកគ�រ�តម● ករសប�$បបស:�ណ� ញ, មណ� លសមតXភព, ករអ�:រ �, ��ងករ�ណ�� L�ណ� ល● រស�+�ជ�លករយកគ�រ�តមបតRវប��សងY$តសឡ$ង● (��"លខ�សបតRវក4�ងករបគ�:បគងជ�លបតRវប��សងY$តសឡ$ង, ករ)Mត:)Mង: ��ងករ(("លប�

��វករយកគ�រ�តម

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Build Bright University BENCHMARKING

● ��សណ$ រករវយត�នលច�សKLករក�ណត:��វសX �ភព�ចz����4 � �ងករ�bងបបថ4 , សX � ភពច�ងសបកយន�ករសរ+�ច�ចត:ជចង។

● (ស*��ស��អ�ព�អ@�ជ�លគ"រយកគ�រ�តមខ. �ន7���ទ (Conferences)

ស�4�ស�(ប�)�ល:ឲ2សយ$ង��វមសធsបយwbង(�ល�(�លយ ��ងwbងl�:រហTសសm�ល: អ4កច�លរ"មស�$ម� �(("លប���វ�(ព�សសធ�kក4�ងករយកគ�រ�តមជសបច$�រ��ភព។ ករងរស�L បតRវប�ឧ�តXម;សដយសមគម�k, ��ង�� ��"�ប��� �អ���, ��ងបក%មហ'��ជ�លជមz ស:បព̂ត��ករណk ។ស�4�ស�(គ�ជធ�ធ�ស���រជ��ម"យជ�ល)�ល:ឲ2សយ$ងស�ក�ប�សបច$�ព�អ4ក��នញ � �ង�ណ� ញ ករងរ។ ជ( �សmករ�ង] ញ��វ�ញ�� សរcង បតRវប �សគក�ណត:អ�ព���ហរក4�ងករយកគ�រ�តម ជ�លម�សBក4�ងអងMភព, ករ(("លប���វរស�+�បគ�:បគងប�ក�សដយ�(ព�សសធ�kតមរយ�ឧ�តXម; ��ងករជវ ជ�ល�ង] ត:�ង] ញព�រស�+��^កន �ករយកគ�រ�តម ��ងករ)�ល:�(ព�សសធ�k ជ�លម�ក�9ងមក (�(ព�សសធ�kស)*ងៗn4 រ�ស:អងMភពទ �ងឡយ � �ងករស�ក�ស�ខ�:ៗ ��ង ជគ�9^Lជ�ល�ង] ញព�ច�ណ� ច�រ�Tយជស�$ម)។គ. ក�ច^តបជ�� ន�ង ��កc សលប��� �បR� ល (Workshops and Seminars)

ក�ចzប��� � ឬស�ក� សល�ណ�� L�ណ� លសពញម"យន>� វប �)�ល:��វអតXប�សw��kច�សKL បក%មអ4ក(("លយក��វករj9 ស:���រ ជ�លព "កសគចង:ប�សល$សព�អ@�ជ�លប��^ង។ ក �ចzប��� �ទ �ង ស�Lជញ̂កញ�:ប�)�ល:��វលក�ណ�ជព�សសស ស ��អ�ព�ករ�ណ�� L�ណ� លសល$ក�ចzករច�: ស)�$ម����ងក4�ងករ�^កន �សកមDភពខងក4�ងអងMភព។ ( �សសgន�ករច�លរ"មន�ក�ចzប��� �ស�L វ ប�)�ល:��វ��នញ>D�ៗ ជ(�សmស�សgសល$ក�រ �តច�សណL�^ងជមធ2ម។ ច �ជណកឯស�ក� ស�លវ �ញ វប�)�ល:��វអតXប�សw��kបគ�:បn�: ស� $ម� �ឲ2ស�ក� កមម�ឱកស(("លប���វពTតUម�សពញ សដយអតX�Tយសល$ករយកគ�រ�តម។ ឃ. ករច��ទ��នOក�ច^��កC ន�ង សប�កកម� (Study Tours and Mission)

ករយកគ�រ�តម គ �ជប�ធ��(ម"យជ�លម�ករទក:ទញ��វស�សកកមDស�ក� សហ$យ បក%មករងរទ �ងឡយជ�លម�ច�ណ�:អរមDណk សBក4�ងប�ធ��(ម"យជក:លក: � �ងករសរ+� ច�ព�អងMភពណម"យ (("ល ��ងជចករ �ជលក��វ�(ព�សសធ�k�ល:បក%មទ �ងសនL សហ$យបក%មទ �ង សនLជ(�សmមកព�អងMភព � �ងប�ស(ស�ន(ស)*ងស(+ត។ (ស*��ក �ចzស�ក� គ �ជមសធsបយ �oម�សរ�ស�ខ�:ម"យស�រ�:បក%ម(ស*��ក�ចzស�$ម� �ចង:�^ងចង:ល� សហ $យយកគ�រ�តមបស�សm �̂ងមសធsបយជ�លខ9"�ចង:j9 ស:��� រ។ង. ករ��រប��រ @ល ន�ង ករ��ល�តប,កCដល�តកhមករងរ (Team Facilitation and Consulting)

អងMភពភគសបច$�ប�)�ល:��វករស�រ�ស�រ"ល � �ងជ(�ប�̂ក�ករងរជ�លម�សរ�ប�

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សw��kស��អ�ព�ករយកគ�រ�តម។ រ"មម�៖● Individualized attention to specific team questions about approach● Helping teams with procedural problems,● and the audit and inspection of team activities for conformance to the 10-step

process.សហ$យវអច�̂ងរ"ម�ញz� ល)ងជ�រ ��វករច�L(ស*��ក�ចzរ�ស:បក%ម��ចជ៖

➔ After its training on the first steps of the process➔ After the team has completed the planning phase➔ Or while the team is analyzing the potential performance gap.

..........................the end of chapter7 .............................

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នមនរC�ទ� ៨

ធ�ធ�មគsនទRក�របRnអfកតគបnតគង�cង អ{គKន�ករយកគ�រ �តមMANAGERS' RESOURCE GUIDE

AND FUTURE OF BENCHMARKING

" ធg.បDយ iងណកHកPD អ6កបង� ប4បញe ធពរធពញធ�យភពសM �4ជ -ញក6�ងតlបខVm � តVងម2យ គ�4ម�នអចត�Gវបនធគយកធត*nប ន�ងប�4បង 4ន %វកលន �វ�Pភពច ធព. ករតគប4តគងធល�គ%រសត�Gវ

របស4គ�4ធ-.ធទ។"

(Therefore, the skillful commander take up a position in which he cannotbe defeated and misses no opportunity to master his enemy.)

១. សហត��លច�ស��មគ>សទ�កs (REASON FOR THE GUIDE)ក. ករយកគ�រ !តម ន�ង តកhមហi�ន (Benchmarking and the Company)

មសធsបយជ�លករយកគ�រ�តមរ"មច�ជណកច�សKLគ���ត)�"ចស)�$មសល$គ�ណភពរ�ស:បក%ម ហ'�� � �ងប�ស�ញតមករជកល�អរជ����ន̀�: បតRវប�សគ ពណU នសBក4�ងករងរមគMស(សកk។ ស�Lជករស�ខ�:ស�$មរ �ល̂ក�ល:អ4កស�ក� ថករយកគ �រ�តមគ�ឧ�ករណk គ�ណភព � �ងរ"ម ច�ជណកស�$ម� ��សងY$តសnលសgម"យច��"� � �ចជករសធ@$ឲ2ប�សស$រសឡ$ង��វ��សណ$ រករករងរ ស�ខ�:ៗ។ខ. ស�ចក��ជ�ន�ក7�ងករយកគ�រ !តមរប��តកhមហi�ន (Corporate Benchmarking Directives)

● 10X programs● improving critical outputs● setting and validating key performance measurements● focusing on business on business process improvement

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● establishing feature and functional benchmarks for products, objective● external comparisons for internal operations.

គ. នរRគ@រសតបតប��មគ>សទ�កsសន� (Who Should Use the Guide)

អ4កស�ក�ជ�លម�ករត �ងច�ត� ច �សKLមគMស(សកkស�Lគ"របតRវប�សគ(("លសM ល: អ4ក ស�ក�អច�̂ងព̂ងជ)[កទ �ងបស%ងសល$ក�រ �ត��នញរ�ស:អងMភព ឬ�ក Yភពន�ករស@Lជស@ងរក គ�ណភព។ ភគសបច$�ន�អ4កស�ក�ទ �ងសនLគ�អ4កបគ�:បគង, ត�ណងតមម�ខងរ ��ង បគ�:មz ស: ��សណ$ រករ ��ងអ4កប�ត��ត��ករទ �ងឡយ។ឃ. ច��� ច��ខន�ៗ (Key Points)

រចនសមfT�Sជម�លដW �រ�ស:មគMស(សកk គ �(�រងសសង��ន���ហ�ស�ខ�:ៗរ�ស:��សណ$ រ ករយកគ�រ�តម វប��ង] ញ��វព�វ �ធ�ប�ម�ល(��4�Tយ � �ងករសរ+�ច�ករច�L(ស*��ក�ចzយកគ�រ� តម។ មគ Mស(សកk)�ល:��វ��តs��ក�ល � �ង(��Wភពអភ�សមចរច�សKLករជចករ �ជចក��វពTតUម� ��ងព�ធ�ករបត^មបតRវ។ង. ដ�ស� រករយកគ�រ !តម (The Benchmarking Process)

ជករសមបស�ក4�ងករបគ�:បគង��សណ$ រករយកគ�រ�តមទ �ង១០��ហ�ឲ2ប�ជ�លសX�ត សBក4�ងជ)4ក����ងន�មគMស(សកo ក រងរល�អ�ត�̂ងបតRវប�សគ�ញ� ក:អLអងសmជ)4ក�ន̀�:។ សរcងស�LបតRវប�សគក�ណត:ខ9^មសរ��ចn4 សm�̂ងសnល��ណងន�ករស�ក� � �ងករសប�$បបស:ល(S)លស�ខ�:ៗជ�លប�រ �ព̂ង(�ក ម ��បត̂មជត(ស*��យល:សP$ញរ�ស:អត�>����b�សណr Lស( គ�ប�មកព�(ស*��ជ�លប�ក�:(�កក4�ងប�វត��ករងររ�ស:បក%មហ'��។ ច. ត@នទ�រប��អ7កតគប�តគង (The Manager's Role)

ត"ន(� � �ងករ(("លខ�សបតRវរ�ស:ភគ�យកគ�រ�តមច��ងៗទ �ងឡយ បតRវប�លតបត ដងសBក4�ងមគMស(សកk ជតសទL� �ជwbងណក�� ( ��"លខ�សបតRវរ�ស:អ4កបគ�:បគងម�សរ� ស�ខ�:ណស: ក 4�ងករអ��វត��kករយកគ�រ�តម ឬសBក 4�ងបក%មគណ�កមDករជ�លគ"របតRវប� �ង] ញជម��។

២. យ�ទPសស��ននករយកគ�រ !តម (BENCHMARKING STRATEGY)ក. របយករ�s សប�កកម� (Mission Statement)

វជមសធsបយបb�សD �(�កជម�� ថករយកគ �រ�តមម���វសnល��ណងម"យច��"� ជ�លបតRវអ��វត�ក4�ងករ)�"ចស)�$មករងរស)*ងស(+តសBក4�ងអងMភព។ សហ $យប�ជហលជអងMភព ក�ព�ងជតស@Lជស@ងក4�ងករយកគ�រ�តម ស�$ម� �n �ប(សm�ល:ស�សកកមDប�ត��ត��ករ�oធ� ឬជអ( �ភព

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ស�ខ�:ៗ ប�ស ��ស�$��សច4 Lជម� ម ��Tយថ វម �ត�រ�វករច�សKLសX �ភពចhស:លស:ជ�ល ឆ9�L�ញz �ងព�សnល��ណងណម"យ។ខ. ករសN� តសលយ�ទPសស�� (Focus of Strategy)

យ�(Sសសស�ស�រ�:អ��វត�ស�សកកមDយកគ�រ�តម �ន̀ �:មកគ"រជតបតRវប�សគលតបតដងwbងចhស:។ វត X�ម"យច�ជលងម"យជ�លសយ$ងប�រកសP$ញ ព �ករអ��វត��kប���វ(សង@$ឥតសខz L ជ�លបស�តមសហត�)លក4�ងសj� តយកច�ត�(�កដក:យកគ�រ�តម សល$ករជកល�អរ��សណ$ រករអ��- វកមD។ មសធsបយជ�លយ�(Sសសស�(("លប�សជគ�Tយ គ �បតRវប�ឆ9ងករករវស:ជវង ស�Lជ �ញ] ជ�លអ4កបតRវព�ចរណតមរយ� ករវស :ជវងល(S)លករងរសBក4�ងក�រ �តខfស:ទ �ងឡយ ជ�ល�̂ងសប�$បបស:។គ. របយករ�s សប�កកម� (Mission Statement)

��សណLបសយ (Approach) វអចបតRវប�សគសធ@$ម�Zករក4�ងខ�តខ�ប�̂ងជប�ងន�ករយក គ�រ�តម ឬវអចធ9 ក:សmក4�ងជ)4កម"យន�ប�ត��ត��ករ ជម "យ�̂ងករ�^កន �សmរកសកមDភព។ សទL��ជwbងណក�� សយ$ងម�ករn �ប(សកមDភព ��ចជ ម�Zមណ� លសមតXភព, �ណ� ញ, ឬធ�ធ��ន(ស(+ត ជ�លបតRវប�កត:ស�nល:សBក4�ងធ�ធ�មគMស(សកkរ�ស:អ4កបគ�:បគង។

ករជណន� (Deployment) ម��Tយថ ករស �ក�ព�ករយកគ�រ�តមជ�លក�ព�ងជតច�: ស)�$ម ឬជក រ�ណ�� L�ណ� លព�អស>រជ�ល�ងYសកមDភពយកគ�រ�តមឲ2ម�ភពស̀ត:��នញ សBក4�ង��សណ$ រករ។

ល(S)ល (Results) វអច(("លប���វភពឥតសខz L ក4�ងក�ចzព�ភក�តមរយ�បព̂ត��ករ ណk យកគ�រ�តមជ�លប�ក�សដយសជគ�Tយ។ ទ �ងស�L�̂ងបតRវប�សគបត�តព���ត2សល$ករសj� ត សmសល$ករស���អសងYត,��សណ$ រករជកល�អរ, បក%មហ'��(ស*��ក�ចz, ��ងភពសមសហត�)លច�សKL ករសប�$សសរ $សព"កសគជន�គ�, (សង@$ឥតសខz Lជ�លរកសP$ញ, ��ងយ�(Sសសស�អ��វត��k។

៣. ត@នទ� ន�ង ទ�ន@លខ��តត$វ (ROLES AND RESPONSIBILITIES)ក. �ន�ទនភព (Rationale) គ�ជករព�ពUណនល�អ�តត�រង:សlf Lសmរកក�ចzព�ភក�ជម"យ�̂ង

អត�>��� � �ងអ4ក)Mត:)Mង:សល$ករស�ក�ករយកគ�រ�តម។ កត� ទ �ងស�Lវ�̂ង)�ល:��វភពជក: លក:��)�តន�ម�ខសចញ � �ងត"ន(� ករ(( "លខ�សបតRវជ�លអចប�^ក�ប�។ � �សណLបសយ ជ�លប�ព�ពUណ��ចn4 ជ�រ គ �បតRវប�សគទញសចញព��ណ� ញ �ណr លTយ � �ងវ �(sសX � ស)*ងៗស(+ត។

ខ. អត�ថ�ជន (Customers) អត�>���គ�ជម�លដW �ត���ងស�រ�:សកមDភពយកគ�រ�តម គ�អ4កបគ�: បគងតមម�ខងរជ�លម��(ព�សសធ�kសបច$�l4 � អ 4កបគ�:បគងតមជ)4កជ�លម��(ព�សសធ�k

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សបច$�l4 � មz ស:��សណ$ រករ ��ងអ4កប�ត��ត��។ ម�ខសចញច��ងៗរ�ស:អត�>���ក4�ងករយកគ�រ�តម បតRវជតបបក�ថ� បក%មករង របតRវប�សគសប�$សសរ $សជគណ�កមDករប�wbងបត̂មបតRវ, ម� បព�ជ��ក�ណត:ក4�ងករ�សងY$តសឡ$ង, ម�ករព�ចរណwbងល[�តល[�:អ�ព�ម�ខសចញ, ឱកសក� ណត:បព̂ត��ករណk ស�ខ�:ៗជ�លបតRវ�សងY$តសឡ$ង, របយករណk អ�ព�សX �ភពបតRវប�បពមសបព¯ង។

គ. អ7ក�>ត��>ង (Suppliers) ករស�ក�យកគ�រ�តមអ�ព�អ4ក)Mត:)Mង:បតRវប�សគព�ពUណនសBក4�ង សnលករណk ស��អ�ព�ធ�ធ�រ�ស:អ4កបគ�:បគង។ ច� :ត �ងព�បតRវប�សគស�Dត:ថ ករយកគ�រ� តមបតRវប��^កន �សដយឆ9ងកត:ក4�ងគណ�កមDករ ក 4�ង(̂សសgសlf Lសmរកវ �សTយជ�លបតRវ ជស@ងរក ព"កសគបបក�ជបតRវករ���"ញករជ�ល)�ល:សដយអ4ក)Mត:)Mង:។

ឃ. ករកសកតស�ងន!វ�មតHភពក7�ងករ��កCយកគ�រ !តម (Division Benchmarking

competency) �(ព�សសធ�kបបក�សឡ$ង ល �Lបតជតម���គMលទ �ងឡយណម�(��"លខ�សបតRវសល$ករយកគ�រ�តម ក �រ �តត"ន(�រ�ស:បក%មហ'�� ស ^ងជតទក:(ងទ �ងបស%ងសm�̂ងខ9^មសរន� ពTតUម�។ ល(Sភពម"យជ�លម�ខសចញម�ច�សKLសX �ភពម"យ គ�បក%មហ'��ម"យម��ណ� ញ (�នក:(��ង(�ល�(�លយ។

ង. �មតHភពយកគ�រ !តមតមជ�7ក (Division benchmarking competency) ច�សKLក�រ �តជ)4ក ច��ងៗ, សដយជ)[កសល$(�ត �ងភ�ម�សសស� ឬបសឡយ)ល �ត)ល, សហប�ត��ត��ករម"យច��"�ន� ករខ�តខ�ប�̂ងជប�ងយកគ�រ�តម ជ�ឋមសគត �រ�វសចញព�ករប�សម$សម$លប�ត��ត��ករនសពលអន គត។

ច. បR� ញននករយកគ�រ !តម (Benchmarking network) ជញ̂កញយ វ�ង] ញព�ករចង: ប�សកមDភពន�ករយកគ�រ�តមជ�លបតRវប�សបម�សបម�លសដយឆ9ងកត:�ណ� ញករងរ ប�ត��ត��ករក4�ងករ��សពញចសន9 LសកមDភព(�ស�$�កមDឲ2ប�ស(+ងទត:, កត:��Xយច��"�សល$ស ��ងករ�សងY$តករងរ។ សម� �ក�ណ� ញករងរជ�លជត�ណងមកព�អងMភពតមម�ខងរច� �ងៗ ឬមកព�អងMភព�ន(ស(+ត។

ឆ. ត�Rងយកគ�រ !តមម�ខងរ (Functional benchmarking representatives) ម�ឯកត��� ទ �ងឡយជ�លអចសធ@$ករសពញសមbង ឬម ��សពញសមbង, ស�$ម� �ក9 យជត�ណងតមម�ខងរច� សKLករយកគ�រ�តម សBត មអងMភពសរ+ងៗខ9"�រ�ស:ព"កសគ។ ម �ឯកត���ខ9Lបn�:ជតជបក%ម ករងរស�$រត"ន(�ជ���"យករជត�b�សណr L។

ជ. តកhមអ7កយកគ�រ !តម (Benchmarking teams) ជបក%មម��ស*ជ�លអ��វត�ក4�ងសស�$�អសងYត យកគ�រ�តម ម�ខសចញរ�ស:ព"កសគរ"មម� ករជស@ងរក ��ងករយកច�ត�(�កដក:សស�$�អសងYត, ករ (("លប���វក�ចzបពមសបព¯ងសល$ត�រ�វកររ�ស:អត�>���ច�សKLករស�ក�, ករសរ+�ច�ឯកសរ អ �ព� ករស�ក�រសល$��សណ$ រករ, ករ�ក̂ន �ករសស�$�អសងYត, ករសរ+�ច�ឯកសរ ��ងរបយករណk ជ�ល

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ប�រកសP$ញ, ករ(("លប���វករសបម�សបម�លសល$ករj9 ស:���រស�$ម� �អ��វត� � �ងជ)�ករ ច�សKLសម�(S�)ល, ��ងស�សរចប���វល(S)លន�ស�ក�។

ឈ. មជ�ម�� លពIតqមន ន �ងតបMពន��ក7�ងដនទសទgត (Information center and other

internal resources) វអចជអងMភព�ន(ស)*ងស(+ត ��ចជអ4កបគ�:បគង�ណr លTយ ��ង��នញ ករខងក4�ង�ន(ស(+ត, ��គMលជ�លម�ត"ន(� ��ងករ(("លខ�សបតRវជ�លម�សBក4�ងសnលករ ណk ជ�លជធ�ធ�រ�ស:អ4កបគ�:បគង សដយសរជតសរស�ខ�:រ�ស:ព"កសគ។

៤. កម�វ�[�ក��ព- !ទIរ (THE SOFTWARE OF BENCHMARKING)ករក�ណត:ស�ង:ដរស�Lភគសបច$� សយ $ងសP$ញម�សBតមសX �T�បគ�:បគងគ�ណភព ��ចជ

តម សមគម� k វ �(sសX � សភ(�ទត: ឬម�Zមណ� ល។ សហ$យសយ$ងកoសP$ញម�វ �(sសX �ជត�ស�ង: ដរ ��ង�សចzកវ �(sជ�លជអ4ក(("លខ�សបតRវ ��ងវស:ជវង��វ��សណ$ រវ �វត��kន�ករយកគ�រ�តម។

ម�បក%មហ'��ម"យច��"�សធ@$សរcងស�ខ�:ៗ��ចn4 ព �សបKLជតករជ�9ងប�ត��ត��ករន)ក̀4�ងច�សKL ឧស�ហកមDរ�ស:សគ ករខ�តខ�ប�̂ងជប�ងទ �ងអស:ស�L គ�ជករព�ចរណសល$�ញ] ��សពញច�ត�អត�>���ស�$ម� �ឲ2ព"កសគ(("លសM ល:ភពដច:សដយជលករ�ស:ខ9"�។ ត �រ�វករទ �ងស�L សlf Lសmរកមសធsបយ ម"យច��"�ជ�លព"កសគក�ព�ង(("លប�wbងl�:រហTសសល$ករក�ណត:អតX�Tយ(�សmន���សណ$ រករ ជ �ល ករយកគ�រ�តមអចច�:ស)�$ម ��ង អចជស@ងរកករអ��វត��kឈ�សmរកល(S)ល។

៥. ជ�7ករ ,ងរប��ក��ព-!ទIរ (THE HARDWARE OF BENCHMARKING)ជ)4កជ�លព�បកក4�ងករ�សងY$តខ4 ត:គ�រ� គ�ជកង@Lខតខងករបគ�:បគង��វល(Sភពស�$ម� �ជស@ងរក

(សង@$ឥតសខz Lឲ2រហTស ស� $ម� �បគ�:បn�:ក4�ងករ)�ល:សល�=�wbងហTសន�ករj9 ស:��� រ។ ស�Lគ �ជ�ញ] (� នក:(��ងច��ងៗ រវងត�រ�វករន�ករj9 ស:��� រ � �ងសពលសវលស�$ម� �ស�ក�បសវបជវ(សង@$ឥតសខz L។ អ@� ជ�លអចសធ@$ឲ2ប�សស$រសឡ$ង គ �សមតXភពក4�ងករអ��វត��kករយកគ�រ�តមប�wbងរហTស សរcងស�Lវ �̂ងសក$តសឡ$ងព��សចzកវ �(s�ណ� ញក� �ព2�(Tរ (�រសព̀T ស�សâ ��ងjY យរណ� (satellites) ឬវអចវ �វត�ព� សមតXភព�̂កន �ក4�ងករយកគ�រ�តមជ)9�វករ ��សណ$ រករទ �ង១០��ហ�។

ករសប�$បបស:សណតសវ $ក សហគម សភ(�ទត: បក%មអត Xប�សw��k(�សm ករសដL� �រ ម�លដW � ច�សណL�^ង � �ងឧ�ករណk �ន(ស(+តន�ករយកគ�រ�តម។ ករដក :�ណ� ញករងរអចជ�:Kក:ពT�S �̂ង�ណ� ញសអឡ�ចបតR��ចន�វ �ជ� ��វ�យកគ�រ�តមខងសប� ឬបព ^ត���Tបតសអឡ�ចបតR��ច ឬ�ញ �� �ង] ញព� ន�គ�ម�ប�សw��kក4�ង��សណ$ រករ��ចn4 ។ ករសធ @$ក�ជណជប�សឡ$ងវ �ញរ�ស:អ��វកមD វ� ^ងន �មក��វ មសធsបយក4�ងករសរ+�ច�ជកនឆ4សឡ$ងវ �ញ��វ��សណ$ រករអ��វកមDបពមn4 ។

៦. សលa�នជដលអង>ភពក�ព�ង��កC (RAPID ORGANIZATION LEARNING)បក%មហ'��ស�រ�កប�យល:�^ងព�ករយកគ�រ�តមជ)9�វករ����ងសBl4 �១៩៨០ ជ�លករស�ក�ស�L

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Build Bright University BENCHMARKING

ប�សធ@$ឲ2បក%មហ'��សX�តសBក4�ងមសធsបយឌ�ណម��ចម"យ សដយម �ករសប�¯�សធ+�ជម"យ�̂ងបក%ម ហ'���រស(ស។ បក%មហ '��ស�រ�កក9 យជអ4ក)Mត:)Mង:បប ��"��ង �រ� Tយសល$)ល�ត)ល៧សល$ក �រ� Tយ សល$ករអភ�វឌv�k ��ង�^ក�ញ�� �)ល�ត)លព�រសល$ក ��ង៥សល$កសល$ជខ*រចង@ ក:)ល�តកមD សហ$យបក%មហ'�� �"�ប�(Lវ ��ត��ន�(�ហ�ករប�ក"តប�ជ�ង�oធ��:ធ�រ សដយសរ�ញ] ស�Lសហ$យសធ@$ឲ2បក%មហ'��បតRវករសធ@$ករ ស�ក�ជ����ន̀�: � �ងជស@ងយល:wbងសបqព�រស�+�ស�ក�រ � �ងស)រ̀ច�សណL�^ងឲ2ប�រហTសសBក4�ង �រ ��(ម"យស�$ម� �ក9 យជអងMភពម"យជ�លប�ក�សដយច�សណL�^ង ��ងសមតXភពន�ករស�ក�ខfស:។

៧. ករយកគ�រ !តមជដលល�ឥតសខ̂�ប���ត (BENCHMARKING EXCELLENCE)

សត$ករយកគ�រ�តមជ�លល[ឥតសខz L��)�តស�សរចប�សដយរស�+�ណ? សត$អ4ក�̂ងកត:ស�nល: វសដយវ �ធ�ណសBសពលជ�លអ4ក�"�ប�(Lវ?

ក. យ0 ងសហចR��មន៤កត� ជដលគ@រព�ចរR ៖

1. ��សណ$ រករបគ�:បគង ម��Tយថ អ @�ជ�លបតRវប�អ��វត�បត̂មបតRវស�$ម� ��សងY$តសឡ$ង, ករ n �ប(,��ង សកមDភពសសXរភពក4�ងករយកគ�រ�តម។ (The management process; that is, the things that are done right to establish, support, and sustain benchmarking activities.)

2. ស��ទ�ភព បតRវបបក�ជម"យ�̂ងករយកគ�រ�តម ក 4�ងនមជអ4ក�សងY$តរស�+��̂កន � ��សណ$ រករអ��វកមD។ (The rationale taken with benchmarking; manely, it will be how the business is run.)

3. ករ�សងY$�ករ(("លសM ល:ន�ករតភ� �:រវងករយកគ�រ�តម � �ង ករជកល �អរ��សណ$ រ ករន�អ��វកមD�ន(ស(+ត។ (Increased recognition of the link between benchmarking and other business process improvement.)

4. ករយល:�^ងថ ករយកគ �រ�តមម��ឈរដច:ជតឯងសនLស( តមករព�ត វបត Rវប�ចង សj[ �សm�̂ងករ)�"ចស)�$ម�ន(ស(+ត ស�$ម� ����ករជកល�អរជ����ន̀�:។ (Understanding that benchmarking does not stand alone, but, in fact, is hooked to other initiatives to continuously improve.)

ខ. ករតគប�តគងករNK ��ប�!រននករយកគ�រ !តម (BENCHMARKING CHANGE MANAGE-MENT)

Key factors for successful change● Believing there is a need for change● Determining what should be changed● Developing a picture of how the organization will look after the change

How benchmarking makes change successful ● The gap between internal and external practices creates the need for change

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Build Bright University BENCHMARKING

● Understanding industry best practices identifies what must be changed● Externally benchmarked practices, developed from others, give a picture of the

endpoint ofter change.Benchmarking desired state

● Effective use of benchmarking is persistent throughout the organization.● There is a conscious need to find and implement best practices.

..........................the end of chapter8.............................

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