Development of Service Delivery at the Nakhon Nayok Community Development and Learning Center in Compliance with the Better Touch Point Standard

Abstract

Abstract

The objective of this study is to promote personnel participation in the development of services at the Nakhon Nayok Community Development and Learning Center, in accordance with the service standards of the Department of Community Development (Better Touch Point). The research employed Participatory Action Research (PAR) combined with the PDCA (Plan–Do–Check–Act) quality management cycle to systematically enhance service processes. The target group consisted of 30 center personnel. Qualitative data were collected through focus group discussions, in-depth interviews, and brainstorming sessions. The findings identified key areas for improvement, including landscape and environmental management, facilities, and client services. As a result, several systematic development measures were implemented, such as improving directional signage, establishing a service user registration system, enhancing personnel service skills, developing emergency response plans, and promoting ongoing 5S activities. The application of the PDCA cycle led to positive transformations in both the physical environment and service management, resulting in improved service quality that meets Better Touch Point standards. These outcomes contribute to a foundation for more efficient and sustainable service systems in the future.

Keywords: Service Development, Service Standards (Better Touch Point), Quality Management Cycle (PDCA)