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รายงานการประเมนตนเองตามเกณฑเพอผลการดำาเนนงานทเปน
เลศประจำาปการศกษา 2560
.......ชอหนวยงาน.......มหาวทยาลยศรนครนทรวโรฒ
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................วนท/เดอน/พ.ศ. ................
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สารบญ
หนาโครงรางองคกร (Organizational Profile)หมวด 3 ลกคา (Customer)หมวด 6 การปฏบตการ (Operations)หมวด 7 ผลลพธ (Results)
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โครงรางองคกร(Organizational Profile)
1. ลกษณะองคกร (Organizational Description)
ก. สภาพแวดลอมขององคกร (Organizational Environment)
(1) ผลตภณฑ (Product Offerings) .....................................................................................................................................................................................................................................................................................................................................................................................................................
(2) พนธกจ วสยทศน และคานยม (MISSION, VISION and VALUES) และสมรรถนะหลกขององคกร (CORE COMPETENCIES)
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(3) ลกษณะโดยรวมของบคลากร (WORKFORCE Profile)
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(4) สนทรพย (Assets) ..................................................................................................................................................................
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AS-...................................................................................................................................................................................................................................................(5) กฎระเบยบขอบงคบ (Regulatory Requirements) .....................................................................................................................................................................................................................................................................................................................................................................................................................
ข.ความสมพนธระดบองคกร (Organizational Relationship)
(1) โครงสรางองคกร (Organizational Structure) .....................................................................................................................................................................................................................................................................................................................................................................................................................
(2) ลกคาและผมสวนไดสวนเสย (CUSTOMERS and STAKEHOLDERS)
.....................................................................................................................................................................................................................................................................................................................................................................................................................
(3) ผสงมอบและพนธมตร (Suppliers and PARTNERS)
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2. สถานการณขององคกร (Organizational Situation)
ก. สภาพแวดลอมดานการแขงขน (Competitive Environment)
(1) ลำาดบในการแขงขน (Competitive Position) ....................................................................................................................................................................................................................................................................................................................................
(2) การเปลยนแปลงความสามารถในการแขงขน (Competitiveness Changes)
....................................................................................................................................................................................................................................................................................................................................
(3) แหลงขอมลเชงเปรยบเทยบ (Comparative Data) .....................................................................................................................................................................................................................................................................................................................................................................................................................
ข.บรบทเชงกลยทธ (Strategic Context).....................................................................................................................................................................................................................................................................................................................................................................................................................
ค. ระบบการปรบปรงผลการดำาเนนการ (Performance Improvement System)
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หมวด 3 ลกคา(Customer)
3.1เสยงของลกคา (Voice of the Customer)
ก. การรบฟงลกคา (CUSTOMER Listening)(1) ลกคาในปจจบน (Current CUSTOMERS) ....................................................................................................................................................................................................................................................................................................................................
(2) ลกคาในอนาคต (Potential CUSTOMERS) ....................................................................................................................................................................................................................................................................................................................................
ข. การประเมนความพงพอใจและความผกพนของลกคา(Determination of CUSTOMER Satisfaction and ENGAGEMENT)
(1) ความพงพอใจ ความไมพงพอใจ และความผกพน (Satisfaction, Dissatisfaction and ENGAGEMENT)
....................................................................................................................................................................................................................................................................................................................................
(2) ความพงพอใจเปรยบเทยบกบคแขง (Satisfaction Relative to Competitors)
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3.2ความผกพนของลกคา (Customer Engagement
ก. ผลตภณฑ และการสนบสนนลกคา (Product Offering and CUSTOMER Support)
(1) ผลตภณฑ (Product Offerings) ....................................................................................................................................................................................................................................................................................................................................
(2) การสนบสนนลกคา (CUSTOME Support) ....................................................................................................................................................................................................................................................................................................................................
(3) การจำาแนกลกคา (CUSTOMER Segmentation) ....................................................................................................................................................................................................................................................................................................................................
ข. การสรางความสมพนธกบลกคา (CUSTOMER Relationships)
(1) การจดการความสมพนธ (Relationship Management)
....................................................................................................................................................................................................................................................................................................................................
(2) การจดการกบขอรองเรยน (Complaint Management)
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หมวด 6 การปฏบตการ(Operations)
6.1กระบวนการทำางาน (Work Processes)
ก. การออกแบบผลตภณฑและกระบวนการ (Product and PROCESS Design)
(1) ขอกำาหนดของผลตภณฑและกระบวนการ (Product and PROCESS Requirements)
....................................................................................................................................................................................................................................................................................................................................
(2) แนวคดในการออกแบบ (Design Concepts) ....................................................................................................................................................................................................................................................................................................................................
ข.การจดการกระบวนการ (PROCESS Management)(1) การนำากระบวนการไปปฏบต (PROCESS
Implementation) ....................................................................................................................................................................................................................................................................................................................................
(2) กระบวนการสนบสนน (Support PROCESSES) ....................................................................................................................................................................................................................................................................................................................................
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(3) การปรบปรงผลตภณฑและกระบวนการ (Product and PROCESS Improvement)
....................................................................................................................................................................................................................................................................................................................................
ค.การจดการนวตกรรม (INNOVATION Management)....................................................................................................................................................................................................................................................................................................................................
6.2ประสทธผลของการปฏบตการ (Operational Effectiveness
ก. ประสทธภาพและประสทธผลของกระบวนการ (PROCESS Efficiency and EFFECTIVENESS)
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ข.การจดการหวงโซอปทาน (Supply-Chain Management)
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ค. การเตรยมความพรอมดานความปลอดภยและภาวะฉกเฉน (Safety and Emergency Preparedness)
(1) ความปลอดภย (Safety) ....................................................................................................................................................................................................................................................................................................................................
(2) การเตรยมพรอมตอภาวะฉกเฉน (Emergency Preparedness)
....................................................................................................................................................................................................................................................................................................................................
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หมวด 7 ผลลพธ(Results)
7.1 ผลลพธดานผลตภณฑและกระบวนการ (Product and Process Results)
ก. ผลลพธดานผลตภณฑและบรการทมงเนนลกคา (Customer Focused Product and Service Results)
....................................................................................................................................................................................................................................................................................................................................
ข. ผลลพธดานประสทธผลของกระบวนการทำางาน (Work Process Effectiveness Results)
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ค. ผลลพธดานการจดการหวงโซอปทาน (Supply-Chain Management Results)
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7.2 ผลลพธดานการมงเนนลกคา (Customer-Focused Results)ก. ผลลพธดานการมงเนนลกคา (Customer-Focused Results)
....................................................................................................................................................................................................................................................................................................................................
7.3 ผลลพธดานการมงเนนบคลากร (Workforce-Focused Results)ก. ผลลพธดานการมงเนนบคลากร (Workforce Focused Results)
....................................................................................................................................................................................................................................................................................................................................
7.4 ผลลพธดานการนำาองคการและการกำากบดแลองคกร (Leadership and Governance Results)ก. ผลลพธดานการนำาองคการ การกำากบดแลองคกร และความรบผดชอบตอสงคม (Leadership, Governance and Societal Responsibility Results)
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ข. ผลลพธดานการนำากลยทธไปปฏบต (Strategy Implementation Results)
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7.5 ผลลพธดานการเงนและตลาด (Financial and Market Results)ก. ผลลพธดานการเงนและตลาด (Financial and Market Results)
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