การออกแบบหลักสูตรการฝึกอบรมให้กับผู้ใช้บริการของ กฟภ. โดยใช้เทคนิคการกระจายหน้าที่เชิงคุณภาพ : กรณีศึกษาจังหวัดสงขลา

Abstract

The objective of this research was to design the training curriculum, electricalsystem in industry, for Provincial Electricity Authority customers who are the workers in the factories. According to the customers satisfaction survey in 2008, it is found that it was lower than target. To improve the quality of services and user's contentment, PEA has tried to develop the training program and proposed new services according to customers' suggestions. Quality Function Deployment (QFD) was therefore employed to design the training curriculum for PEA customers. There were five steps for this research. The first step was gathering opinions of customers and PEA officers about customer requirements and the knowledge needed for PEA's customers. Then the collected data was summarized and analyzed in the second step in order to meet requirements. After that the QFD technique was applied to develop a curriculum. By this technique, the graduate qualification which composed of learning contents and learning experiences was created in the third step. In the forth step, these two dimensions were included in course contents and learning method. Explaination of curriculum, format of training, in-class activities and extra learning activities are also designed. Finally, evaluation of customers' satisfaction to the training curriculum was performed. The result of this research revealed very good satisfaction values (4.25) of the training curriculum. It could be concluded that the QFD was a useful technique to develop a required curriculum for PEA customers.