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)

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(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)

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(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)

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(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)

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(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)

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(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)

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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)

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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)

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7.3 ผลลพธดานการมงเนนบคลากร (Workforce-Focused Results)ก. ผลลพธดานการมงเนนบคลากร (Workforce Focused Results)

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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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