The Improvement of Pre-Marketing Control of Chiangmai One Stop Service Center Towards the Excellence by Applying the King’s Philosophy Guideline

Abstract

Background: Due to the previous outcomes of Pre-marketing Control of Chiangmai One Stop Service Center (OSSC) had not achieved the desirable goal. The king’s philosophy was applied for developing service excellence.

Objective: To evaluate the development towards excellence of Pre-marketing Control service of OSSC, Chiangmai, using the king’s philosophy as a paradigm of improvement.

Methods: The outcome evaluation research was employed for ex-post evaluation of continuous improvements which has been done following the king’s philosophy since A.D. 2006 to 2020. Excellence criteria were (1) service efficacy outcomes, comprised of comparison of the period of time for granting of licenses and the period as specified by the licensing manual for the public of food and drug administration office, and more than 90% of establishments got the license without building modification or demolition, (2) service quality outcomes measured through customer satisfaction questionnaire to score more than 85%, and 100% completeness and accuracy for permission according to standard procedures, (3) good governance indicators and (4) acceptability of external organizations.

Results: After work continuous quality improvement (A.D. 2020), compared with the service results before development (A.D. 2006), the turnaround time in all operating services could be reduced. The period of time for the granting of licenses were not more than the period for consideration as specified by the licensing manual for the public of food and drug administration office. Excellent outcomes for service efficacy were evident. 98% of establishments got the license without building modification or demolition. Three fastest licensing processes were (1) applying for food production permission and correction food details: for ice cream, beverages in sealed container, food in a hermetically sealed container, food supplements, royal jelly, royal jelly products, electrolyte beverage and mixed instant coffee, (2) applying for permission to establish a food production factory and applying for food production premises “Not recognized as a factory”, and (3) applying for permission to sell modern drugs. Duration for the granting of licenses of 3 processes were 3, 14 and 7 days, equal to 10.7, 24.1 and 70 in percentage of the FDA’s licensing manual for the public, respectively. The service quality outcomes were evaluated from 1,042 participated clients. The average customer satisfaction scores were not less than 90%. The completeness and accuracy permission according to standard procedures were 100%. Publishing of the licensing manual for the public of OSSC, Chiangmai, indicated work with transparency, and no complaint or lawsuit about corruption pointed out good governance indicators. Acceptability of external organizations was also indicated as 14 external organizations requested for study visits.

Conclusion: The development of Pre-marketing Control Service of OSSC toward excellence by using the king’s philosophy as a method of development has revealed successful in all work dimensions.