การปรับปรุงกระบวนการทำงานเพื่อเพิ่มประสิทธิภาพการให้บริการของงานบริหารทั่วไป สำนักส่งเสริมศิลปวัฒนธรรม มหาวิทยาลัยเชียงใหม่

Abstract

This independent study aims to improve the workflow to enhance efficacy of services at general administration section, the center for the promotion of arts and culture office, Chiang Mai University, using Kaizen concept. The study population were 13 supply officers of the center whose data had been collected for 8 months in 2 phases. Phase 1 was during April 2019 to July 2019, prior to improvement while Phase 2 was during October 2019 to January 2020, after improvement. The study tools include 1. Work Process Diagram 2. Workflow Diagram 3. Swimlane Diagram 4. Process Chart 5. Check Sheet 6. Pareto Diagram 7. 5W 1H questioning approach 8. Value Analysis 9. E-C-R-S work improvement techniques. The data were analyzed by using both qualitative analysis and quantitative analysis. The study found that the working processes of supply unit selected for improvement which comprised of main activities and sub activities in procurement with small budget of less than 100,000 baht using specific methods were decreased from 5 main activities and 19 sub activities to 4 main activities and 14 activities, respectively. In other words, 1 main activity and 5 sub activities were lessened. The average time of the working process was decreased by 39.66%, exceeding the target of 30%. The study results indicated that the workflow improvement to enhance the efficacy of services using Kaizen concept could be practically implemented as well as enhance proper time management and efficient services at general administration section, the center for the promotion of arts and culture office, Chiang Mai University. This could also be applied as a guideline for improving the workflow to enhance efficacy of services at other working units accordingly.