Development of Operational Processes for Performance Outcomes Based on Action Plan Indicators at the Planning and Quality Assurance Division, Faculty of Management Science

Abstract

This study explores the development of operational processes aimed at improving performance outcomes based on action plan indicators at the Planning and Quality Assurance Division, Faculty of Management Science, Suan Sunandha Rajabhat University (SSRU). The research seeks to assess the current state of operational processes, identify gaps, and propose improvements to align these processes with the university’s strategic objectives. Utilizing a mixed-methods approach, both quantitative and qualitative data were collected through surveys and interviews with faculty members, administrative staff, and students. The findings indicate that while the current processes are generally effective, there are significant areas for enhancement, particularly in services reliability, responsiveness, and infrastructure. The study highlights that the most critical factors influencing satisfaction and performance outcomes are Service Reliability and Service Responsiveness/Assurance. Based on these findings, the study recommends enhancing communication strategies, improving physical resources, and providing regular training to staff and faculty. By refining these operational processes, SSRU can foster a more effective quality assurance framework, ultimately leading to better educational and organizational outcomes. This study contributes to the understanding of how operational processes can be optimized to achieve sustainable performance improvements within higher education institutions.