Upload
lee-chan
View
40
Download
0
Embed Size (px)
DESCRIPTION
แนวทางการบริหารจัดการ TQA
Citation preview
TQA
..2556
5,000
ISBN 978-616-202-801-4
7910900
.0-2561-45670-2579-5101
2553 (ThailandQualityAward:TQA)
(ThailandQualityAward:TQA)
()
7
2555-2556 17
48
(OrganizationalProfile) 51
1 62
2 79
3 103
4 112
5 132
6 144
7 165
199
200
7
(ThailandQualityAward :TQA)
TheMalcolm
BaldrigeNationalQuality Award (MBNQA)
MBNQA
80
AustralianQualityAward(AQA) Singapore
QualityAward(SQA) JapanQualityAward(JQA)
EuropeanQualityAward(EQA)
Baldr ige Educat ion Cr i ter ia for PerformanceExcellence ..1998
650 1,000
TQA
8 650350TQC(ThailandQuality
Class)
TQA
:
7
1.
2.
3.
4.
5.
6.
7.
9
6
(1) (2)
(3)
(5) (6)
(7)
(1) (7)
2
(4)
10
7
17
(VisionaryLeadership)
(Customer-DrivenExcellence)
11
(OrganizationalandPersonalLearning)
(ValuingWorkforceMembers andPartners)
(Agility)
(FocusontheFuture)
12
(ManagingforInnovation)
(ManagementbyFact)
(SocietalResponsibility)
(FocusonResultsandCreating Value)
(SystemsPerspective)
7
13
1.
1)
2)
3)
4)
5)
2.
1)
2)
3)
14
3.
4
1)
()
2) ()
3) ()
4)
()
15
4.
2
1) 17
2)
17
TQM PDCA
TQA
. PMQA(PublicManagementQualityAward)
16
guideline
MBNQA
TQA
7
()
TQA
1508-92553
.
MBNQA(MalcomBaldrigeNationalQualityAward)
TQA
2555-2556
17
2555-2556
2555-2556
(
)
(
)
18
1. :
.
1)
2)
(corecompetencies)
3)
4)
5)
19
.
1)
2)
3)
20
2. :
.
1)
2)
3)
()
.
/
.
21
1 (110 )
1.1 :(60)
.
1)
2)
22
3)
.
1)
/
2)
23
1.2 :
(50)
.
1)
2)
24
.
1)
2)
.
1)
2)
(corecompetencies)
25
/
2 (90 )
2.1 :(40)
.
1)
(corecompetencies)
()
26
2)
(corecompetencies)
.
1)
2)
/
(corecompetencies) (core
competencies)
27
2.2 :(50)
.
1)
()
2)
3)
(FinancialViability)
.
28
4)
5)
6)
.
2.2 .(5)
29
3 (100 )
3.1 :
(50)
.
1)
2)
30
.
1)
2)
3)
31
3.2 :
(50)
.
1)
()
2)
3)
4)
32
.
1)
2)
33
4 (90 )
4.1 :
(50)
.
1)
2)
3)
()
4)
34
.
.
1)
2)
3)
35
4.2 :
(40)
.
1)
:
2)
3)
36
.
1)
2)
/
37
5 (100 )
5.1 :
(45)
.
1)
2)
38
3)
(corecompetencies) /
4)
.
1)
2)
39
5.2 :
(55)
.
1)
2)
3)
/
40
.
1)
2) /
/
7
/
.
1)
(corecompetencies)
/
2)
3)
41
6 (110 )
6.1 :
(60)
.
1)
(corecompetencies)
()
2)
42
.
1)
2)
.
43
6.2 :
(50)
.
1)
2)
.
1)
2)
3)
44
7 (400 )
7.1 :
(130)
.
.
1)
2)
.
(corecompetencies)
45
7.2 :
(75)
.
1)
2)
7.3 :
(65)
.
1)
2)
3)
4)
46
7.4 :
(65)
.
1)
2)
3)
4)
5)
47
7.5 :
(65)
.
1)
(FinancialViability)
(BudgetaryPerformance)
2)
48
TQA
TQA
TQA
7 TQA
process
117
49
TQA
()
7
(
)
7
TQA
50
7
TQA Guru
TQA
Dimock & Dimock
1 2
3 6
5
47
Guru TQA
7
facilities
(OrganizationalProfile)
51
(Organizational Profile)
1. (OrganizationalDescription)
.(OrganizationalEnvironment)
1)
/
English
Program(EP)MiniEnglishProgram(MEP)EnglishIntegrated
Study(EIS)
- -
2) 2
Managementbyfact Resultsfocus
52
7
SWOT
( )
3)
/ / (/)
53
.
(Class-size)
(MomentofInertia)
EarlyRetired()
EarlyRetired
EarlyRetired
TQA
4)
Resourcecenter Multimedia Shop/-
54
()
Intranet Tele-conferenceVDO-conference e-Officee-mailIntercom/ Multimedia Dry-lab
5)
... ... ... ...
55
.
1)
../.
2) TQA
(Catchmentarea) /
//
3-5 Admission rate
()Transitionrate()
56
3) (ValueChain)
(SystemApproach)
(Catchment
area)
/
()
face-to-face,openhouse,e-mail
57
58
2.
.
1)
Admission
Rates () TransitionRates (
) .1 .1 .4
2.
.
()
O-NET,A-NET,NT,PISA,TIMMS
2)
FinalOutput
MalcolmBaldrigeNationalQuailityAward
(MBNQA)
59
KeyLearning-Centered
Stakeholders
class-size,teachingload ()
3)
.
TQA
!
SWOT2
TQA /
60
.
/MBNQA
PDCA(PlanDoCheckAct)styleTQA
PDSA
Iredell-StatesvilleSchools(ISS) PerformanceExcellence
Model PDSA
6
1. Validatetheneedforimprovement
2. Clarifypurpose,goalsandmeasures
3. Adoptanddeployanapproachtocontinualimprovement
4. Translatetheapproachtoalignedaction
5. Analyzetheresults
6. Makeimprovements
ISSPDSA
MontgomeryCountyPublicSchools(MCPS) PDSA
Plan
Do
Act
Study
61
PDSA
ISO BalancedScorecard
Guru
62
1
TQA
Guru
Managersdothethingsright,Leadersdotherightthings
GuruGuru
managementPeterF.DruckerJimCollins
WilliamA.Cohen
TheStuffofHeroes:TheEightUniversalLawsofLeadership
1. Maintainabsoluteintegrity.
Iftheleaderlacksintegrityofcharacterheisnotfittobealeader.
DruckerThey(followers)mayforgiveamanagreatdeal:incompetence,
ignorance,insecurityorbadmanner.Buttheywillnotforgivehimlackofintegrity.
2. Knowyourstuff
Leadershiprestsonbeingabletodosomethingotherscannotdoatallorfind
difficulttodo.bodyofknowledge
3. Declareyourexpectations
63
4. Showuncommoncommitment
commitment
wrongcommitmentDrucker
inability unwillingnesstochangewith
thedemandsofanewpositionGuruDifferentsituationscallfordifferent
typesofleadership.
5. Expectpositiveresults
DruckerInnovationrequiresachangeleaderwhohastoexpectpositive
results
6. Takecareofyourpeople
Aleaderhasresponsibilitytohissubordinates,tohisassociates.
7. Dutybeforeself
Leadershaveadutytoaccomplishthemissionandadutytotakecareofthose
forwhomtheyareresponsible.Addressingaleadersownsneedmustcomeonlyafter
fulfillingthisduty.Theleadercannotactinpersonalinterests.
Itmustbeintheinterestsof
thecustomerandtheworker.
8. Getoutinfront
Theleadermustbewheretheworkisthemostchallenging.
()
DanielGolemaneffectiveleaders emotional
intelligenceIQtechnicalskills
emotional intelligence effectiveperformance
technicalskills,IQ emotionalintelligence
emotionalintelligence
emotionalintelligence
64
CohenGoleman
outstandingperformance
emotional intelligence
emotional intelligence
Goleman emotionalintelligence
1) Self-awareness
2) Self-regulation self-regulation
3) Motivation
motivation
4) Empathy
5) Socialskill
65
Goleman TQA
()()GuruTQA
TQA
Fail(
)
TQA Guru()
TQA
TQA
(align)
()
(ValueChain)
TQA
/
./
HigherEducation
IT..
/
.6/
.3 ..
/
66
1.1
(SeniorLeader)
TQA
()
.3
1) TQA
(
)
.
stakeholders
(
)
indicator()
Guru TQA
.
() MBNQA
67
( .) (
)
TQA
3
1
SWOT2
68
2
(SWOT
)SWOTSWOT
/
SWOT
GuruTQAVision
goalof
excellenceTQA
feedback
(LeadershipSystem)
69
MontgomeryCountyPublicSchools(MCPS)
70
2)
Guru
1.
2.
3.
4.
5.
MCPS (Senior Leaders)
(professional)
EthicsPolicy MCPS
EmployeeConflictofInterestRegulation
HumanRelationsPolicy
TheStudentRightsandResponsibilities (SRR)Policy
71
3)
(HighPerformingOrganization)
(ExcellentCustomerExperience)
TQA
I-SS
Baldrige
I-SS
(managementbyfact)
72
MCPSI-SSBaldrige
MCPS
MCPS
PublicEducationLeadershipProject Harvard
ProfessionalLearningCommunitiesInstitute
casestudies
high-performingteams
73
.
1)
I-SS
Guru
()
74
2)
(Focusonaction)
KPI
(KeyPerformanceIndicator)
Guru
1 1.1
I-SSMCPS
SWOT
()
milestone
75
1.2
.
1)
2)
76
.
1)
Recycle
2)
77
MCPS
StudentRightsandResponsibilitiesHandbook
1983
MCPS
AmericanInstituteofArchitects
I-SS
online
MCPSI-SS
78
.
1)
/
2)
style
TQA
79
2
4
4 3
6 5
align
7
plan
.
digital TQA
TQA
plan
paper
80
()3
5
..5
1
systemapproach
(
)
Line-ItemBudgetingSystemPerformance
BudgetingSystem()PlanningProgramming
BudgetingSystem PPBS PPB
2525Line-Item
Line-Item
PerformanceBasedBudgetingSystem
PBB Strategy
PerformanceBasedBudgetingSystemSPBB
Line-Item
PPBS
( ) PBB SPBB
Systemapproach
Strategy
()
( )
(MediumTermExpenditureFramework:MTEF) 3-4
81
PBB SPBB
finaloutput output intermediateoutput
finaloutput intermediateoutputoutput
intermediateoutput
...
4
4
MTEF
/
.
4 5
MTEF ()
./MTEF
SBM
action4W1H1M
82
2.1 :
.
TQA
MBNQA
Demingcycle
PDCA TQA PDSA
Montgomery
PDSA
Ifwecantmeasure,wecantmanage.Ifwecant
measure,wecantimprove.
Finaloutput
O-NETA-NETGATPATPISATIMSS
treatment
Guru
83
Trainingneeds
(ModernizationwithoutDevelopment)
(PseudomorphicDevelopment)
84
Market
share .1
.1 .4 (Catchmentarea)
/
/
/
(
SchoolMappingdownload
www.secondary.go.th)
SchoolMapping(Promotionrate)
(Repetitionrate)(Drop-outrate)
(Retentionrate) .
7
85
SWOT
SWOT SWOT
TOWS School
.
(Sociocultural:S) (Technology:T)
(Economy:E) (Politics :P) STEP
PEST
(Service&Product:S)(Structure:S)(Man:M)
(Money:M)(Material:M)(Management:M)
2S4M (
) 2S4M 7S
McKinsey
86
TQA(/)
(/)
(
)
()
(loyalty)
87
SWOT TOWS
BCGModeldiagram
88
(Vision)
(Mission)(CorporateObjective)
VMOWhattobeWhattodo
Towhomfinaloutput Guru
SWOTSWOT
GuruTQA
goalofexcellence
4
TQA
()
O-NET
89
. ()
VMO
3Corporate
StrategyBusinessStrategyFunctionalStrategy
2CorporateFunctional
Corporate
Business
/Functional
Functionnal
3
Guru
routine
MichaelE.Porter
strategy
Operationaleffectiveness
(strategicpositioningmeansperformingdifferentactivitiesfromrivals orperformingsimilaractivitiesindifferentways)Porter
90
(outcome)
() (baselinedata) /
BalancedScorecard
action() 4W1H1M 4W2H
(4)
Kaplan&
Norton
dont ManagementbyFact
ManagementbyWifeManagementbyDreamblueprint
blue-skyArmchair
PDSAPlanPlanplan
Do
2 TQA
91
25
.
MBNQA
(Businessunit)
workshop SWOT ()
/ ()
()
align()
()
92
/ /
SWOT
priority
93
.
1)
Guru TQA
StrategyEffectivenessAnalysis
Workshop
(
TQA
)
/(NewBusinessModel)
(CoreCompetencies)
94
2.2 :
.
1) 4
. MTEF
SBM
()
SchoolMapping
() ()
()
95
()
1TQA
TQA
3-4
1
11
/
/()
/
TQA TQA
/
TQA
96
2)
DoPDSA
TQA
TQA
align
97
BalancedScorecard Kaplan Norton
StrategyMap
Strategic
ObjectivesMeasure Baseline Target
Initiative
Strategy
Perspective Objective
Customer
Internalprocess
Learning&Growth
Financial
98
/
/IntermediateoutputFinal
output/
.
class-size
teachingloadednon-teachingloaded
manage
managemanage
?
Zero-based
PDSA
99
3)
TQA
/
()
MBNQA
Zero-basedbudgeting
focus
priority
Scenario
100
4)
.
20
18.
.
SBM
101
Trainingneed
TQATrainingneed
priority
5)
()
output/outcomeBalancedScorecard
6)
102
.
.
SWOT
baseline
imagination
103
3
TQA
TQA
.1 .3
.4
(catchmentarea)
3.1
.
104
/
/
/
/ stakeholders /
TQA
.1..
TQA
6
105
.
(Focusgroup)
(Publichearing) poll
GuruTQA
1.
2.
3.
106
107
3.2
.
1)
/
.
108
2)
online
MBNQA Student Support Services
3)
.
4)
109
.
1)
Guru
(AcquireCustomerandBuild
MarketShare)
(RetainandSatisfyCustomer)
(IncreaseCustomerEngagement)
110
/
Openhouse
MBNQA
GoldenOpportunitiesPartner
partner
3
2)
Guru
1.
2.
3.
111
TQA
/
112
4
4.1
.
1)
GuruIfyoucantmeasure,
youcantmanage.Ifyoucantmeasure,youcant improve.
(corporate objective)
42
SWOT/
113
Management by Fact
ManagementbyWife(wives)Managementby
()Kaplan&Norton
BalancedScorecard
dynamicstatic
syntheticindicators
na nonavailable
baseline
ManagementbyFact
TI()IT
114
1.
() ()
()
(
TQA)
(
)
-
Schoolmapping
115
O-NET
2.
/
baseline 1 1
na
Unitcost1)
30
2) 1()
3) 2
Unitcost
Unitcost 3
cost-effectiveness
116
2)
TQA
(Benchmarking)
(CompetitiveComparison)
(Breakthrough)
117
TQA
SystematicApproach
BestPractice
4
1. (Planning)
(Benchmark)
2. (Analysis) Gap
3. (Integration)
4. (Action)
O-NET.
118
InputProcessOutput
Input
Process Output Input
3)
3
( )
3
SWOT
119
4)
Scenario
120
.
4.1
Guru
1.
(FactBased)
2.
3.
4.11(
)
TQA /
4.
()
( )
121
5.
122
FinalOutput
Highlight
O-NET
O-NET
O-NET
.
.
TeachingLoad Non-TeachingLoad
123
ManagementbyFact class-size
facilities
()
124
O-NET PISA
version
version
.
load class-size
Finaloutput
/
Intermediateoutput
10:1
125
.
(Internalefficiency)
...
/ (
)
(Admission rate)
(Transitionrate)
1 100%
(Promotionrate)(Drop-outrate)
(Repetitionrate)(Retentionrate)
100%
() 100%
BalancedScorecard MBNQA
126
.
1)
TQA
2)
127
Benchmark
(TQA)
Scenario
outputinputprocess
128
3)
(priority)
()
TQA
/
/
129
4.2
.
1) ManagementbyFact
4
4 .
Guru(Accuracy)
(Integrity&Reliability)
130
2)
4.1
Stakeholders
3)
(Knowledge)2
1. (TacitKnowledge)
2. (Explicit
Knowledge)
Information
(KnowledgeManagement)
131
RoadMap
(KnowledgeBasedSociety)
.
1)
2)
BackupServer
132
5
5.1
.
1) .
20:1()
18()
4
Needs
gap
2
133
2)
3)
pattern
(corecompetencies)
(
)
134
4)
3
1.
2.
3. /
.
1)
TQA
MBNQA
135
2)
Guru()
3
136
5.2
.
1)
Guru
/
(Satisfied/HappyWorkforce)
(EngagedWorkforces)
/
(Dialogue&Feedback)
137
Guru
2)
(OpenCommunication)
3
SupportiveEnvironment
138
ParticipativeEnvironment
/
TrustingEnvironment
//
(HighPerformanceWork)
(HighPerformanceWorkCulture)
139
/
/ /
/
/
/
/
/
(ManagementPractices)
140
3)
()
/
1. (High
PerformanceWork)
2.
3.
4.
/
141
.
1)
5.2 1
earlyretired
2) /
1)
earlyretired
/
SWOT
142
.
1)
(LearningandDevelopment)
15
(Practice)
/ . Trainingneeds
gap
gapanalysis Needs
gap
143
2)
/
3)
144
6
6.1
.
1)
(WorkSystem)TQA
(
) /
/
2
MBNQA
145
PearlRiverSchoolDistrict(PRSD)
PRSD PDSA
12
146
A+Approach forClassroomSuccess
plan-do-study-act
Figure6.1-2:A+ApproachforClassroomSuccess
1. Analyze
cohort
(cohort
.1
.6 .1 .3)
2. Align
()
147
Figure6.1-3:CurriculumAlignment
3. Act
4. Assess formal informal
AdministrativeCouncil
datawarehouse
5. Standardize curriculummap
best practices
148
MontgomeryCountyPublicSchools(MCPS)
MCPS
/
Cross-functional teams
worksystem
()
Cross-functional teams
AdvancedPlacementand InternationalBaccalaureate(AP/IB)
Figure6.1-1:SystemofCommunication
149
SandyHillSchoolDistrict(SHSD)
SHSDLearning-Centered
1. SHSD
2.
3. districtskeysuccess factors
stakeholder
SHSD3
1. Curriculum/InstructionDesignandDeliveryProcessSHSD
systematicprocess(6.1-1)
2. AssessmentDesignProcessSHSD formative
summative
3. ServiceDesignProcessSHSD
StudentDevelopmentPlan
150
Iredell-StatesvilleSchools(ISS)
ISS BaldrigeCriteriaforExcellence
corecompetencies
ISS corecompetencies
2
1. Alignedandintegratedsystemsapproachtomanagement
andimprovingthedistrict
2. Thedepthandbreadthofourcontinuousimprovement
core competencies model 2
1LearningTriangle()modelkeywork
process
modelOperationsTriangle
worksystem
151
MBNQA
formativesummative
cohort
2)
(WorkSystemRequirements)
Guru
()
152
(Corporate
objectives) gapanalysis
gap
.
1)
infrastructure
153
2)
Schoolmapping 3(
Schoolmapping)
1) (TimeUtilizationRate:
TUR)
(Theoreticalduration)
100
2) (SpaceUtilizationRate:
SUR)
100
3)OverallUtilizationRate
TURSUR
Lab.
. 7 9 8 8
40-4545
projector
154
.
()
155
6.2
.
1) 2)
(workprocess)(workprocessrequirements)
MBNQA
MontgomeryCountyPublicSchoolskeywork
processes5
developingrigorouscurriculum
deliveringeffectiveinstruction
buildingstaffcapacity
providinghigh-qualitybusinessservices
monitoringresults
keyrequirements
eliminatingtheachievementgap
preparingallstudentsforcollegeandcareerperformance
withoutremediation
maintainingahighlyeffectivestaff
maintainingsupportfromourcommunity
requirementsworkprocess
156
Figure6.1-2:RequirementsforKeyWorkProcesses
Iredell-StatesvilleSchools
Figure6.1-2b:KeyWorkProcesses
157
.
1)
1. //
2.
3.
4.
5.
6.
7.
158
1a
2b1
2b2a
1b
2a
2b2
2b2b
2b2b
2b
3a
2b3
2b2c
3b
A
2b
2b2
2b2b
B
0
1
2
3
159
3leadingindicator
2 2
leading indicator 1
output indicators
(in-process indicators) output
Critical toQuality
QualityControlPoint
Guru
4 3
160
MCPS
(processmanagement teams)
MCPS systematic systemic
modelIGOE(Inputs,Guides,OutputsandEnablers)
IGOE
IGOEprocess team
stakeholder6.2-1PDSA
Figure6.2-1:RoadMaptoProcessManagement
andImprovement(PMI)andKhowledgeManagement(KM)
161
Businessoperations EnterpriseResourcePlanning
(ERP) ERP
leadershipteam business
operation
MCPS folders
bestpractices
feedback Observingand
AnalyzingTeaching
StudyingSkillfulTeaching1 2
concepts,strategies vocabulary
MCPS
162
2)
2
openhouse
(catchmentarea)
TQA
163
MOU
TQA
3)
(ProcessMapping)
(Benchmarking)
(Re-engineering)
164
LeanOrganizationISOPlan-Do-
Check-Act TQM QCcircle
Guru
ISO9000
14000PDCA Deming QCcircle Lean
Organization
MCPS bestpractices
MBNQA
formativesummative
outcome
MCPS
bestpractices
165
7
TQA
1. 4.1 1
1-6TQA
2.
3.
4.
5.
6.
/
4.1
166
7.
(6.23)
2.26
3.2
5.2
8.
9.
7
167
7.1
.
MBNQA
cohort
PearlRiver
cohort 6 8
cohort
168
(
)
ProficiencyTest
()
169
CollegeSAT1
SAT2basicrequirementcollege
I-SS PDSA 2003-2004
SAT
2006I-SS PDSA 8
21 PDSA
170
.
1)
MCPS
block
PearlRiver
-
171
2000-2001PearlRiver
51.7
172
I-SS
173
I-SS
classsize
JenksPublicSchools(JPS)
3
174
2)
/
PearlRiver
I-SS
175
MCPS EmergencyResponsePlans
176
MCPS
48-72 (120-150
)
MCPS
.
2
2.1 1
2.2 6 2.2
Pearl River
Dropout rate At tendance rate
177
178
information technology
179
7.2
.
1)
MCPS
MCPS
180
SandyHillSchoolDistrict (SHSD)
stakeholdersLikertscale
60%199895%
2003
181
programs climateand
safety,facilities
182
183
SHSD
JenkPublicSchool(JPS)
Ilearnalotatschool(Q1);Ienjoy
thetimeIspendatschool(Q2);Ifeelsafeatschool(Q3);Ipractice
goodcharacterhabitsatschool(Q4)
184
JPS(Drop-
outrate)6.3%19991.6%2005
PearlRiver
185
2)
I-SSstakeholders
186
SHSD
2003
94%
187
7.3
.
1)
I-SS
2)
/
188
PearlRiver
3)
PearlRiver
189
I-SS
4)
PearlRiver 42
MBNQA
190
191
7.4
.
1)
I-SS
2)
..
.
192
3)
MCPS
Solarcell
PearlRiver
4)
PearlRiver
193
5)
(Admissionrate)
(Transition rate)
MCPS
raisethebarandclosethegap
JPS
2004-2006
194
MBNQA
195
7.5
.
1)
I-SS
MCPS
196
()
()
197
2)
(Admissionrate)(Transitionrate).1.4
(Catchmentarea)
I-SS
PearlRiver
198
1-6
1-6 7
1-6
1-6
outputoutcome
If you cant measure, you cant manage. If you cant measure, you cant improve.
TQA projectTQA
project project TQA
TQA
TQA
TQA
199
.... (2551). (Organization ImprovementToolkits)
.:
.
.(2554).2555-2556.:
.
.(2555).TQA.:
().
.(2523)..:.
AlexMiller,GregoryG.Dess.StrategicManagement(1996).NewYork:McGraw-hill.
AndyBruce&KenLangdon.(2000).StrategicThinking.London:Dorling,KindersleyLimited.
BillRalstonandIanWilson.(2006). TheScenarioPlanning.Indiana:RRDonnelly
Crawfordsville.
Havarduniversity.(2011).TheEssentials.Massachusetts:HarvardBusinessReviewPress.
JohnA.Pearce,RichardB.Robinson,Jr.(1998).StategicManagement.Illinois:Richard
D.Irwin,Inc.
RobertS.Kaplan,DavidP.Norton.(1996).TheBalancedScorecard:TranslatingStrategy
intoAction.Massachusetts:HarvardBusinessSchoolPress.
RobertS.Kaplan,DavidP.Norton. (2001). TheStrategyFocusedOrganization.
Massachusetts:HarvardBusinessSchoolPress.
WilliamA.Cohen.(2010).DruckeronLeadership.SanFrancisco:AWillyImprint.
MBNQA
PearlRiverSchoolDistric2001
KennethW.MonfortCollegeofBusiness2004
SandyHillSchoolDistrict2004
JenksPublicSchools2005
Iredell-StatesvilleSchools2008
MontgomeryCountyPublicSchools2010
200
.
.
.
.
.
.10
.1