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Strategic Planning &KPI Settingชัยเลิศ พิชิตพรชัย, MD, PhDธันวาคม 25557-8 มกราคม ��ทยาลัยมหิ ดลStrategic Planning & KPI SettingWhat to cover Strategic planning overviewSWOT AnalysisPEST AnalysisTOWS MatrixBSC & KPI สรุ ปขั้นตอนการบริ �อย่าง IT Master Plan BSC KPI ความสําเร็ จของการบริ หารเชิงกลยุทธ์ Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital2

Strategic Planning & KPI SettingStrategic Planning (Strategy Maps: Kaplan & Norton)VisionMissionValueStrategyStrategic mapBalance ScorecardTarget * & InitiativePersonal objectiveChailerd Pichitpornchai, M.D., Ph.D.What we want to beWhy we existWhat’s important to usOur game planTranslate the strategyMeasure & FocusWhat we need to doWhat I need to doFaculty of Medicine Siriraj Hospital3Strategic Planning & KPI SettingStrategic Planning OverviewEvaluate & Control – Risk & Change2. What do we want to be?3. How will we get there?1. Where are we now?Chailerd Pichitpornchai, M.D., Ph.D.4. ImplementationFaculty of Medicine Siriraj Hospital4

Strategic Planning & KPI Setting1. Where are we now?Q: เราอยูท่ ี่ตาํ แหน่งไหน ? ใครเป็ นคู่แข่งของเรา ?ซุนวู: รู ้เขา รู ้เรา รบร้อยครั้ง ชนะร้อยครั้ง1.1 �้อม (SWOT Analysis)1.2 �ข่งขัน1.3 วิเคราะห์ลูกค้า1.4 �ารจัดการ1.5 �เนิ นงานภายในChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital5Strategic Planning & KPI Setting2. What do we want to be?Q:เราอยากอยูท่ ี่ตาํ แหน่งไหน ? Vision, MissionGoal, Objective & Target Thailand Quality Awards (TQA), JCAHospital Accreditation (HA)MUQD, PA, สมศ., สกอ., กพร., etc.KPIStrategiesChailerd Pichitpornchai, M.D., รFaculty of Medicine Siriraj Hospital6

Strategic Planning & KPI Setting3. How will we get there?Strategies Top-down & Bottom-up Corporate strategy: MU DT CC Business strategyFaculty Dental schoolCC Service support department Functional strategy Education & Research Service AdministrationChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital7Strategic Planning & KPI SettingManagement Tools Balanced Scorecard (BSC)Key Performance Indicator (KPI)Key Result Area (KRA)Customer Relation Management (CRM)Continuing Quality Improvement (CQI)Benchmarkingetc.Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital8

Strategic Planning & KPI Setting4. ปฏิบตั ิ What to do?Who is responsible for it?How are we doing?When are we finished?Key Performance Indicators (KPI)Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital9Strategic Planning & KPI SettingSWOT Analysis ityThreatChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital10

Strategic Planning & KPI SettingInternal Environment AnalysisQ: �ข่งหรื อจุดอ่อน ในเรื่ องอะไรบ้าง ? Man: บุคลากรมีความรู ้ ทักษะ เจตคติ (IQ & EQ) Money: เงินทุน งบประมาณ สภาพคล่อง Material: สิ นทรัพย์ อุปกรณ์เครื่ องมือ � สถานที่ บรรยากาศ สิ่ งแวดล้อม วัตถุดิบ Management: ระบบบริ หารจัดการ ธรรมาภิบาล Uniqueness: differ, better, faster, cultureChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital11Strategic Planning & KPI SettingExternal Environment AnalysisPEST Analysis Politics & Legal: นโยบาย, �ล Economics: ภาวะเศรษฐกิจ, งบประมาณ, �ด, การลงทุน, อัตราคนว่างงาน, อัตราเงินเฟ้ อ, รายได้ประชาชาติ Social & Culture: ประชากร, การกระจายของอายุ, ��ว, กลุ่มอาชีพ, วัฒนธรรม Technology: ICT, science & technologyChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital12

SWOT TOWS MatrixStrategic Planning & KPI ctorsChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital14

Strategic Planning & KPI SettingStrategic Plan Development Value (คุณค่า) Vision (วิสยั ทัศน์) Mission (พันธกิจ) Strategy (ยุทธศาสตร์ ) Measurement (มาตรการ) Action Plan & Project (แผนงานและโครงการ) Key Performance Indicator (KPIChailerd Pichitpornchai, M.D., Ph.D.ตัวชี้วดั หลัก)Faculty of Medicine Siriraj Hospital15Strategic Planning & KPI SettingVisionQuestions:Where are we now? What are we going to be? How can we use ICT to take us there? Objectives Top Management Service Excellence Academic & Research ExcellenceChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital16

Strategic Planning & KPI SettingSMART Vision Specific: เจาะจงMeasurable: วัดได้Achievable: บรรลุได้Realistic: ตามจริ งTime-bound / Timely: ตามเวลาที่กาํ หนดTo Serve Organization Strategic Plan Identify ICT Development Areas Develop ICT Master PlanChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital17Strategic Planning & KPI SettingSMART Target *Source: http://www3.hants.gov.ukChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital18

Strategic Planning & KPI SettingStrategic Plan1. Establish Organization Structure &Organization Function2. Resource Management 4Ms (Man Money Material Management)Human Resource ManagementHardware/Software/etc Management3. Strategic Plan Action Plan Project** Based on University Master PlanChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital19Strategic Planning & KPI Setting1. Organization Structure & Function Administration CEO, CIO, CFO, CKOData Processing System Development (System Analysis)Programming (Implementation)Operation (Maintenance)Research & Development (R&D)Information Center (Information Service)Office Management (Workflow)Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital20

Strategic Planning & KPI Setting2. Resource ManagementHuman Resource Management Acquire Qualified Human Resource Build or BuyCareer Path Training Roadmap Put the right man at the right jobHardware & Software Build or Buy Maintenance scheme Tech. Sup. Helpdesk, Information CenterChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital21Strategic Planning & KPI Setting3. Strategic Plan . ProjectWhat must be concerned 3.1 Project Management (PM)3.2 Analyze Critical Success Factors (CSF)3.3 Define Key Performance Indicators (KPI)3.4 Define Balance Score Card (BSC)Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital22

Strategic Planning & KPI Setting3.1 Project ManagementRequirement1. Scope2. QualityCostTime1. Man2. Money3. Material1. Start date2. Finish date3. Man-dayChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital23Strategic Planning & KPI Setting3.2 Critical Success Factors (CSF)*Top Management & Service Excellence * 4Ms: Man, Money, Material, Management Leader: Leadership, SMART Vision CIO: Turn Strategic Plan into Action Plan Managers: Turn Action Plan into ProjectProject Management SkillTeamwork Efficient & ProfessionalChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital24

Strategic Planning & KPI SettingTop Management MIS Data Information KnowledgeFull Utilization of Information for Management Transaction Processing SystemManagement Reporting SystemFinancial & Accounting SystemManagement Information System (MIS)Decision Support System (DSS)Database Clinical Database for Service & ResearchKnowledge Management System (KM or KMS)Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital25Strategic Planning & KPI SettingService ExcellenceService Customer Focus Service Mind PDCA Cycle, QA, R&D, CQI Service Standard ISO 9000 Series Security Standard ISO 17799Software Software Quality Assurance (SQA) Software EngineeringCapability Maturity Model (CMM)Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital26

Strategic Planning & KPI Setting3.3 KPI & Quality Assurance Quality DevelopmentDental School: Quality Assurance (QA) Hospital : Hospital Accreditation (HA) Key Performance Indicator (KPI)Show how success we are Mile stone Evaluation & Control Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital27Strategic Planning & KPI SettingObjectiveOutcomeOutputProcessImpactRisk & ChangeEvaluation & ControlInputChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital28

Strategic Planning & KPI SettingDefine KPI �อยละสัดส่ วนอัตรา (Rate)อัตราส่ วน (Ratio)Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital29Strategic Planning & KPI Settingการติดตาม �นต่างๆ2. การวัด KPI แสดงสู ตรหรื อวิธีหาค่า3. ค่าปั จจุบนั (baseline)4. กําหนดเป้ าประสงค์ (target)5. กําหนดเวลาเสร็ จสิ้ น6. กลยุทธ์การดําเนิ นการ7. ผูร้ ับผิดชอบหรื �ดชอบ1.Chailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital30

Strategic Planning & KPI Setting3.4 BSC (Kaplan & Norton) & KPIChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj Hospital31Strategic Planning & KPI SettingCustomer’s Concerns Quality of product & service Satisfaction on performance Good to excellent levele.g. Professional & PolitenessTimeCostChailerd Pichitpornchai, M.D., Ph.D. Fast service time LowFaculty of Medicine Siriraj Hospital32

Strategic Planning & KPI Settingสรุ ปขั้นตอนการบริ หารเชิงกลยุทธ์ ��์ (Strategic ทธ์ (Strategic map / BSC)กําหนดตัวชี้วดั (Indicators) และตัวชี้วดั หลัก ่นๆ (Alternatives)และเตรี ยมแผนฉุกเฉิ น (Contingency ร์ tactics และทางเลือกตัดสิ นใจเชิงกลยุทธ์ (Make strategic ิบตั �ําเนินการChailerd Pichitpornchai, M.D., Ph.D.Faculty of Medicine Siriraj HospitalIT Master Plan 2545-2549SiNet33

IT Master Plan 2545-2549Chailerd Pichitpornchai, M.D., Ph.D.Vision – MissionInternalProcessFaculty of Medicine Siriraj Hospital35Strategic Planning & KPI Setting10/2545Finance &CustomerStrategic Planning & KPI SettingMed. ServiceExcellenceAdministrativeExcellenceCustomer SatisfactionSiHIS5Policy Planning& Management1LearningHR Development& GrowthChailerd Pichitpornchai, M.D., Ph.D.Edu. & ResearchExcellence Cost, IncomeSiNet6SoftwareDevelopment2SICC RestructureSiWeb7InformationSystem Service3TechnologyFaculty of Medicine Siriraj Hospital8Procurement &Maintenance4Infrastructure36