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Knowledge Management 3
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Knowledge Management 4
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Knowledge Management 6
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2. )ก/"*(* ก)4ก"*QRก)4*- ;< (P<4%3<ก"* *?) Knowledge Management Training Workshop for
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4. Kurtz, C.F .and D.J. Snowden; The New Dynamics of Strategy: Sense-making in a complex and
complicated world. IBM System Journal Vol. 42 No. 3, 2003.
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Knowledge Management 8
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Knowledge Management 10
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Knowledge Management 11
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Knowledge Management 12
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Knowledge Management 13
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Knowledge Management 14
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" .
Knowledge Management 15
• CoP (7 ก 'ก ) ก"*' # #!" " #"-*.! !" "3%# -"กก#"ก"**#4*#- #"-*.! $?)/ -)4 !:.!)?
• CoP (7 *?) ) ก"* * *.! $?) (7 @" " ก 56 -< ; * *.!#" 2 @" " ) " '* *?) * *.!
3 *?) (7 "-G**-
• ก"* (7 /-";<ก ) CoP ?) -/# *#- ;A-; %6 ) " - #"- -"
• CoP #* ;?)- ก%4 (k" -" %ก ) ) 1ก*
" . ) ก"*([<4%3< ;A-; %ก([<4%3< *?) P CoP -" B5 ก"*ก* @" 4*<4 >$"
2.% Z ก U.( . (7 : 2"กก"* * *.! '+! ก Ž /< (*"กP;%+ 2! : *?) -?) )ก/"*
H"$ %กJ 1 /%9 %กJ 1 4 4" ;%+ 2 ก ‡1 ก@" +'#! กP !)4% %4 /%99" Ž /< '-(*"กP;%+ 2! :
#"-/%-$% G1 กP ก ‡1 2 #"- % *.! ก"**%4*.! #"-)) ' # #"- !" 2 /--3<" -A--) =5 (7
)-*%4 %#'(
ก U.( . .- 2.% ( ( '-'+! + #ก% ก,'-)"2 ( ( '+! " F +!# @"/% *?)
กP* 4 4
6 - % ก =5 -(* /4ก"* 1 2 (7 (* ; 1ก%4 *" $#ก " 3,- 2 2 4 (8 (* /4ก"* 1 %6
!:.!)? *" 3,- 2 2 ;# $#ก " *"/"-"*B ! "$#ก "'+!$4 -!2 '-*.!2%ก$#ก " G**-;"3< )
CoP
% ก !ก (# ) CoP 2@" # -"ก %4=!) ก% ) . . " '(ก%4 * /*!" (7 " ก"* ) ) 1ก*
( . 7 % CoP '-- #"-;%+ 2 #" *<-3! -?)'* /<6 /A+ -?)'* 56 ก%4 #"-$*!)- )ก"/ -"
/@" *%4ก"* * *.!
! 4 CoP ! #"-/ 22 ( '(3"- #"-3!) ก"* #"-/ 2 ) /-";<ก ก"*/ %4/ A
CoP
U.( . CoP /-?) *%$ 1/< ) ) 1ก* !ก"*/ %4/ A *%$ "ก* !)-. "#/"* +. (k" -"
!/)+ !) ก%4) 1ก*
2% 2 . ก 2 ) % CoP +!# ก"* )-*%4: " ก<+ 56 2"กก A- '- (7 " ก"* +5 ;A-; !"-"*#-
ก% @" " ! 5ก=56 < 56 )ก
% % ก [ 7 % ;?)-3)ก% / /*<- !-2A+ ? -" /- -/# 3) #"-/@" *,2
) ) 1ก*
2% 2 . -+) CoP * *.!2"กH" ก A- 2"กก A-)? F
+. #" ก #ก7 % % ก -/# ก"*/ %4/ A CoP
2% 2 . ก ,) ก , "(( ;?)-3) %# %6 ) 1ก* -A--) 3)ก"* * *.!
ก ,) (7 /# 5 ) ก"*([<4%3< 3 *"-%ก2 -) '- , #" ก<+ก"* * *.!+ 56
ก " ก ,)'-'+! ก<+2"กก"*+. )ก/"* ) )? 3 ก<+2"กก"* @" #"- !" 2 3**ก *?)
Knowledge Management 16
#<G <+ ) )?
2 2 ;# ! *" ก ( #"- !" 2 #"- <+ก% '+!ก#!" #" 56 3 %# 2 ) ก"*
ก ( ?) #"-/ 2*#-ก% / 2 #"- <+ ) ก% ก% /*!" ;A-; =5 ;?) 2ก% ก"* " )ก"/
* *.!
B!"-(89 " ก #ก%4ก"* * *.! !-) " 44 : / /" 3A ) ก"*-/# *#- ก"* ก3%# ) /-";<ก
-?)-ก"* / ,)# - )- ( .( 6 *?)-ก"*/ :" !)-. "#/"*'( % )ก !# " 5 !3<+3"-
* *.!ก"*(*%4 ( #"- !" 2 "+ ?) ก"* : #"- -" -
( ,)ก ก. 7M ) #<G([<4%3< -F 'ก .'ก 3"
ก ,) 7 (7 % CoP ก,- #"-/@" %9 '+! ก ก"*+5 +.+/-";<ก - ก"*3)4/ ) /< ก* 3A! 2"ก
H" )ก ก"*-([</%-$% G1ก%4;A-; )? F !) #** #%
#"-$ " "- 2 ,) ]% ก -" !"'#! %กJ ) )ก/"* )"22 ก) ! ก<+: / -"กก#"
: + ก<+ (7 ) !)-. "#/"* '- ;! /A+ !" ก, % 3!) ก"* #"-;# ?) *?) (* /4ก"* 1
2"ก $?) *#- "
-+) ก ,) ก !;<+ก%4ก"*([<4%3< !-"ก /A+ ) "+# #-3%# 2 /ก%+ #"-*.! #"-*.!2"ก CoP *?)
( #"-*.!2"ก CoP '( (7 %ก/.3* $?)ก"*QRก)4*-
" . ( ( 2"กก"* ก,4 ก # #"-*.! '(/.ก"* ;?)-3)* #" 4A ) "/*!" !) /-A+ 3,-
'(+!# )ก/"* !/*!" 4%3**" ;?)4A (card catalog) $?);# ก"* ;?)-3)* #" 4A 3)4A (822% /.
#"-/@" *,2 ก A- '- (7 " ก"* (7 /< ก<+ + G**-;"3<) . !# ) 1ก* - %กJ ) /< -;#<3 3<4 3 56
-?) (7 (* / 1 ) /-";<ก ก"* 2 !- A "3)) 1ก* 2 3!) '+!*%4ก"* $" 4- +. +!# #"-* -%+* #%
ก"*/ %4/ A -" ก< '( )"22 @" !'- (7 / 22"ก/-";<ก ก"*( ) ( ก,)"22 @" ! * ก*,
# >" #"- !" " 6 3ก3" 2"ก(822% 3" F :.! @") 1ก* (* /4 #"- !" " /@" *%4 CoP (89 "/@" %9
) ;A-; ก@" % 3<4 3 ?) ก"* /-";<ก/.9 / #"-/ 2 ( ) !:.!(* /" " *%4:<+;)4'( + #
-?):.!(* /" " % '( @" " )? ;A-; ก, -/ " (89 "/@" %9 ) ;A-; (* /4 #"-/@" *,2 ?) ก"*
/ 2) . 3 #"-/@" *,2 ) 3 ) !) / ) 3)'( 6 2 ;# *%กJ"$ % ) ;A-; ! ก<+ #"-3) ?) @"
/-";<ก - !"-"*#- -A '( (* +, - -
. Z,) / % . =5 (7 )-*%4 !"-"*#- 3 *<- *ก $?)/*!" $ % ! ก;A-;
-+) 3( !ก $?) ก ( #"- <+ $?)/*!" #"-3? 3%# #"-'#! ?6) ;?) 2 #"-*.!/5ก*#-
2% 2 . ก . * #" /-";<ก ) ;A-;
M%ก "ก "74%7 '-2@" (7 #"/-";<ก Aก 2 -/# *#-) " " -ก% / %4/ A ก A- ก +!#
ก"* ! (7 *%4*.! ) ;A-; '-*4ก# # " $<--"ก (7 $< 0J #"- !" " +!" <
/ -+)ก . ก -+)7) , " !ก 7) ^% [ 6 %% ; ก"* ;! Software computer ;! "
A! #"- !" " /@" *%4/-";<ก /< - A "-"ก ) ;A-; ?) ก"**#-ก% ก!(89 " 3ก"*)H<(*"
(89 ") " (j+)ก #"- <+ % '-/Aก )-+ *?) <++% F (* ;A- (7 /< '- ;G**-;"3< ) *"
Knowledge Management 17
#"- !" " ) /-";<ก /@" %9 ?) ก"*$.+B5 (89 " ) 3 ) 3) !":.! 2@" # -"ก *"'-*.!2%ก
2 ) % 2 (* +, > 4 - !/-";<ก)"#A /=5 )-*%4 (7 :.! ) #"-;# ?) ":.! -
ก5• '(*#-) . # :.!(* /" " ;# ก* 3A! !)G<4" %ก <+ ) !) / ) $?) !/-";<ก)H<(*" '(
/--3<" ;! ?)ก ก"*/*!" #"-'#! ?6) ;?) 2 ก A- "+ ,ก 2-3 )"2 ;! (7 2A+ *<-3! /@" *%4ก"*
/*!" ;A-; '+!
3"- < "- ) DOPA KM Team '+!ก "#'#!#" CoP (7 ก A- -"*#-3%#ก% ) " '- (7 " ก"* -
#%3BA(* / 1 $?) ก ( * *.! /*!" ) 1 #"-*.! - F $?);# !ก"* @" " -(* /< G<: + 56
/# 9ก"**#-3%#ก% %กJ 6-%ก2 -"2"ก ) . ก A- " + #ก% *?)- #"-/ 2 *?) + *?)
5 *#-ก% =5 #"-'#!#" 2 #"- ;?)-% ก"* ก ( !)-. * #" ก% 2 (7 /< /@" %9
Cop 2 - #"- 3ก3" 2"กก"* 4A -"*#-ก A-ก% (7 -([<4%3< " (ก3< %#'(3* Cop (7 ก"*
*#-3%#ก% ) " /-% * 2 (7 ก"* ;?)- /-";<ก !"+!# ก% + ก<2ก**- " /% - '-'+!-ก"*-)4 -" /%
ก"* (7 ก"* >$" 2 ?)ก @" %# !) *?) *?) / 2*#-ก% " %6
#"-*.! '+!2"กก"* ก ( ก A- CoP 2 $%& " (7 ) 1 #"-*.! (7 (* ; 13)ก"*$%& "ก"*
@" " ) 4A ) 1ก*3)'( 2"กก"* ก ( * *.!H" ก A-) " '- (7 " ก"* "-ก "
4** "ก"0 44/4" F (* ก)4ก%4ก"* ;! < * ก#"/A */ " (Dialogue) =5 (7 ก"*/ "
"*$ #"- <+ , ) :.!$.+ ! ก *3<ก% ! )ก"/ก% '-$ " "- %+ #" #"- <+ * ก%4*%4‰8 :.!)?
$.+) " 3%6 )ก3%6 2 (Deep Listening)
ก ก ก % . "+%ก ,) (Cop) / % .
2"กก"* ก*-ก"*(ก *) '+!*%4 #"-'#!#" 22"กก* *# - "+' *%4" -)4 -" ! (7 H"
/# %ก ก"*([<4%3<H"*ก<2 /@" %9* +%4;"3<3) ?) 2"ก)+32 B5 (822A4% ; ก"**%กJ" #"--%
H" ก"* ก!' (89 " "/$3<+ก"*4.* "ก"* ก!' (89 " #"- "ก2 (7 3! /+ B5 ก"*-4A "ก*
(7 o A " /% -p ) . (7 $?6 " ) 1ก* ก*-ก"*(ก *) 25 '+!/ /*<- !-ก"*2%+ก"* #"-*.! $?);#
!ก"* @" " -(* /< G<H"$ ก<+(* /< G<: *.( ) ก"*2%+;A-; ก"* * *.! 56 + @"*)
#< " % ก"*(ก *) ก) * ก#"
o * ก"*;A-; ก"* * *.! ( CoP ) #< " % ก"*(ก *) p + -#%3BA(* / 1 9 F 3 (* ก"* ?)
(1) @" UJ[ก"*2%+ก"*) 1 #"-*.! ( KM ) -"/.ก"*([<4%3< ! ก<+(* ; 1 กก"*([<4%3< " 2*<
(2) $?)ก* 3A! ! ก<+ก"*/?)/"* %#) 1ก* ( Communication ) +!" ก"*2%+ก"*) 1 #"-*.!
(3) $?) $<-$. (* /4ก"* 1 ก"* ;! *?) -?) CoP ก* 4# ก"* KM /@" *%4 # " +@" < ก"*
ก@" +'#! +% 6
3.1 ก"*(* ;"/%-$% G1H" ) 1ก*
Knowledge Management 18
3.2 @" % /?) # ;<9;# !"*";ก"* .ก2!" *#- (7 /-";<ก;A-; ก"* * *.!
3.3 ;<9/-";<ก(* ;A-(*5กJ" "*?) *#- <+ *#- @"ก<2ก**-ก"* ก ( * *.! #"-*.!3"-
%# !) ) . #"-/ 2 ) /-";<ก
3.4 (* /" " *?) /B" (* /" " 4A " GA*ก"*)?
3.5 2%+ !-ก"* ก ( * *.! 4** "ก"0 '- (7 " ก"*
3.6 2%+ @"/*A(ก"* /# " ) CoP $?) : $* 2%+ก<2ก**- ก* 3A! / /*<- (7 * F
3.7 3<+3"-(* -< : ก"*+@" < ก"* *" "
* ก"*;A-; ก"* * *.!+% ก "# 2 3!) - #"-)+ ;! # "*#-B5 ก"*ก* 3A! / /*<- !
ก@" % 22"ก:.!4% %44%9;" + >$" ) " < * *ก F ก, 2 3!) !-ก"*+@" < ก"* * # " 5
!#3<+3"-(* -< : $?) @"ก"*05กJ": ก<+ 56 3)'(
( 2
;A-; ก"* * *.! (CoP) (7 ก<2ก**- *<-3! )กก<2ก**- 5 ก* 4# ก"* KM -ก<2ก**- "
(* ก"* 2 3!) +@" < ก"* %6 /# )"2 * ก#" (7 -<3< ) ก"*4% %4 /# (7 -<3< ) ก"*/ /*<-
/# (7 -<3<ก"*4% %4 ?) ก"* 2 3!) +@" < ก"* KM " 3%#;6#%+ (7 $% G /%99" ก*-ก"*
(ก *) '+!2%+ @"'#! @"*%4*) ก"*([<4%3<*";ก"*(* 2@"(a 4(* -" 2549 ก%4 /@" %ก " ก.$.*. !/@" *,2
?) ก"*+@" < ก"* /# ก " ) Aก/@" %ก/ก) 3"- : ([<4%3<ก"*ก"*2%+ก"*
#"-*.! (KM Action Plan) ก%4ก"*+@" < ก"* /# H.-<H" ) )@" H)/ก< )@" H) ก"* @" !)@" H)/ก<
)@" H) (7 0. 1ก " ) 1 #"-*.! $?)ก"* ก!' (89 " #"- "ก2 ;< 4.* "ก"* $?6 (7 (* ; 1 ก Aก
QŠ" ก # !) + )@" H)/ก< )@" H) 2 3!) 2%+ @": /@" *,2ก"* ก!' (89 " #"- "ก2 ;< 4.* "ก"*
$?6 2@" # 1 *?) $?) : $*3<+'#! 032.)@" H)/ก< )@" H) 4% 5ก'#! #,4'=31 ) 2% #%+
ก*-ก"*(ก *) /# (7 -<3< ) ก"*/ /*<- ?) ก"*+@" < ก"* KM " (7 3%# %4 ?) ) 1ก*
/. #"--(* /< G<H"$ (* /< G<: @" !- #"-/"-"*B ;< % /. /A+ 4A "ก* ) ก*-ก"*
(ก *) B?)'+!#" (7 o A " /% -p - #"-/@" %9 < 3)ก"* +< " '(/. (k" -"
KM +% ก "# ก"*05กJ" * *.! *?) KM ก"*-/# *#-) " , % ก<2ก**- KM 3" F %6
/# ก " /# H.-<H" 2 @" ! ก<+/%-U G<Y: ก%4 " +!" ก"*2%+ก"* #"-*.! ก*-(ก *) *%4:<+;)4
; + #ก%4 " )? F :" !"-" /@" *,2: +!# + ก%4 %6 ก<+ A "(* ; 1 ก$ !) (* ;"; ;"3<
4!" -?) '($*!)-ก% (7 )-*%4 '+! ก<+ #"-'#!#" 22"ก*%4" Aก*%4" /-)-"
ก %4 56 !" 4
6M / ก. !2
Knowledge Management 19
2/ / . ก ก ,)
1. Z,)( .+ 2,%2 (CEO) /@" *%4# ก"*2%+ก"* #"-*.! B!":.!4*< "*/. /A+ (7 ;- (a• ( , A "
+@" < ก"*: %ก+% KM) *?) #" "ก %6 " ก, " 56 :.!4*< "*/. /A+ #* (7 :.!*< *<-ก<2ก**-2%+ก"* #"-*.! +
ก@" +3%#4A 2 @" !" o A )?6) (* 44)p ) KM =5 #* (7 :.!4*< "** +%4/. ; *) )G<4+, *)
:.!)@" # ก"* 9
2. 6M (Chief Knowledge Officer, CKO) B!"ก"**< *<--"2"ก:.!4*< "*/. /A+ o A )?6)p ก,/4" '(
( " 5 3B!"ก"**< *<- !2*< '-'+!-"2"ก:.!4*< "*/. /A+ 4 4" *ก ) o A )?6)p ก, ?) @" (k" -" / %#
( " '( " :.!4*< "*/. /A+ !:.!4*< "*/. /A+ก " (7 2!" ) o %#( "p !'+! 4 4" 3)'( ) o A )?6)p ?)
ก"* " o A )@" # p *#-ก%4 o A )@" # p 2%+ !-ก"*ก@" + o (k" -" / %#( "p * +%4 ) F ) o A
ก<2/:.!([<4%3< " p, ) ;?)- o %#( "p !"ก%4#</% %0 1 $% Gก<2 (k" -" A G0"/3*1 ) ) 1ก*, 2%+
4** "ก"0 #*"4 ก"*4*< "* " 44 )?6))@" "2 (Empowerment), *#- Share %กJ ก"* * *.!
ก ( * *.! $?)(* ; 1 ก"*+@" < ก"*2%+ก"* #"-*.! + 3* $?) /+ ! o A ก<2p , A "
) %กJ +% ก "#, 2%+/** *%$ "ก*/@" *%4 ;! ก<2ก**-2%+ก"* #"-*.! $*!)- ) ;?)- ก"*2%+ก"* #"-*.!
!"ก%4ก<2ก**-/*!" /** 1)? F %6 H" )ก) 1ก*, 3<+3"- #"- ?) ' # ) ก"*+@" < ก"* !
@" @"4" *?) /+ " ;? ;- #"-/@" *,2 )"22%+ !-ก"* ก ) : /@" *,2 !*" #% )"2
'- ! /< ) 3 ! ก"*/*!" #"-H" H.-< 2 #"-/@" *,2
3. / (Knowledge Facilitator , KF) (7 :.! ) )@" # #"-/ +#ก ก"*2%+ก"* #"-*.!
#"-/@" %9 ) o A )@" # p ) . ก"* (7 %ก2A+(* ก" #"- <+ ก"* (7 %ก ;?)- + 3!) ;?)-
* #" :.!([<4%3< (o A ก<2p) ก%4:.!4*< "* (o A )?6)p), ;?)- * #" o A ก<2p 3" ก A-H" ) 1ก*,
;?)- ก"*2%+ก"* #"-*.!H" ) 1ก* ก%4H" )ก) 1ก* + !" o A )@" # p #* @" ?) - *#-ก%4
o A )?6)p 2%+ !-ก"*ก@" + o %#( "p ) o A ก<2p )"22%+ o- ก**- %#( "p $?)/*!" #"- (7 2!" )
o %#( "p - 2%+3 "+ %+ #"-*.! $?) ! A ก<2 @" #"-/@" *,2-" ก ( * *.! B)+ #"-*.!))ก-"2"ก#<G
@" " @"'(/. #"-/@" *,2 %6 $?)ก"*4** A o %#( "p - 2%+ก"*+. " *?)ก<2ก**- o ;<9 $?) -";# p (Peer
Assist) $?) !4** A o %#( "p '+! " *?) *,# 56 + :.! %6 2 ) .H" *?) )ก) 1ก*ก,'+! * *.!#<G @" "
2"ก " ;<9 "-" " *?)/"G<3 - 2%+$?6 /-?) /@" *%4ก"* ก ( * *.! /@" *%4 ก,4*#4*#- A-
#"-*.! '+! ; ;! ก"*/?)/"* /"*/ 0=5 *#- %6 #,4'=31 #,44)*1+ #,44 ,)ก )< *" ,3
2+ -" "# (7 3! - / /*<- ! ก<+;A-; #([<4%3< (CoP-Community of Practice) *?) (7 #"-*.!
*?) (7 %# 2 ก"*4** A (k" -" %ก ) ) 1ก* - ;?)- ก"*+@" < ก"*2%+ก"* #"-*.! ) ) 1ก* ก%4
ก<2ก**-2%+ก"* #"-*.!H" )ก $?)/*!" #"- 5ก %ก $?) ก ( * *.!ก%4H" )ก
4. ก. (Knowledge Pracititoner, KP) o A ก<2p *?):.!([<4%3< " (7 $* )ก *?) " )ก3%#2*< )
ก"*2%+ก"* #"-*.! $*" (7 :.!+@" < ก<2ก**-2%+ก"* #"-*.!(* -" *!) 90-95 ) %6 -+ o A ก<2p (7
2!" ) o %#( "p + !2*< (7 :.! - #"-*.! (Explicit Knowledge) (7 :.! 3!) -" ก ( * *.!
Knowledge Management 20
;! " /*!" ( #"-*.! $?)ก"*([<4%3< !4** AB5 o (k" -" / %#( "p 3%6 '#!
5. !2 (Network Manager) (7 :.! ) (* /" ;?)- *?) " ก"*2%+ก"* #"-*.!* #"
# " ! ก<+ก"* ก ( * *.! # ก#!" 56 ก<+$ % *#--?) " *?) " ก"* * *.! ก* +%4
#"-*.! 44 # .
Knowledge Management 21
ก %4 56 !" 4
% ,)
#"-*.!2"ก !) 4** " http://www.dopa.go.th/iad/subject/lo_iad.html
ก %4 56 !" 4
5 H. / KM
Knowledge resides in the users and not in the collection.
,) ,- Z,)- ) # - ,- "+ % ,)
(Y. Maholtra)
KM is a Journey, not a destination.
ก ก ,) [ ก . % # - N + %
(Warick Holder, IBM, 20 Nov 2003, Chiangmai)
A little knowledge that acts is worth more than much knowledge that is idle.
,) 3 % 4ก ) 36 U.( . กก ,) + , e f
(Kahlil Gibran)
Knowledge is a key asset, but it is often tacit and private.
,) [ 2. 3 2/ " ( M% ,) [ 2.%]% ก" ! [ 2. 3 2 (
Knowledge is not what you know, but is what you do.
,)# - 3 %ก ,) " [ ก ก ! /
Knowledge Management 22
Successful knowledge transfer involes
neither computers nor documents but rather
interactions between people.
ก ^ ,)2/ 4 # )# - 6 % ก ก(
3. + 6 ก2 " [ 6 %7 %
U.2 3 j !+ %
(Mason & Mitroff, 1973)
Shift from error avoidance to error detection and correction
% กก + ก % Z. 3 # 2,ก ) + Z. 3 " !"ก)#7
Knowledge Management 23
ก %4 56 !" 4

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Knowledge management

  • 1. Knowledge Management 1 . ก ก ก!"# !" $%& "'() " *#+ *,# !)-. "#/"* /"*/ 0 ) 1ก*2 3!) ก # !) *%4*.! 2%+ก"**#4*#-ก,--"ก 56 (7 # . (89 " ) 1ก*3!) :;<9 ก!' - #"-/ %4=%4=!) -"ก < 56 #"-*#+ *,#>%4'# ) ก"*/?)/"* @" ! 3Aก"* 1 ก<+ 56 )ก=ก ก 5 / 3)B5 )ก=ก ก 5 ;%#$*<43" 0"/3*1 #<;"ก"*ก " (7 /< %#'(/"-"*B2 ! " * *.!'+!) " " +" "ก3!) ก"* #"- "ก25 '- ;ก"* ! " #"-*.! !)-. 3 (7 ก"* @" #"- !" 2ก%4 ) 1 #"-*.! (Knowledge) #"- -" (Meaning) 3" F ) " B) !-"กก#" $?) ! !" 2 #"- -" ) ก"*2%+ก"* #"-*.! #"-/%-$% G1* #" #"-=%4=!) ) (89 " ก<+ 56 H" ) 1 #"- !" 2)"2)G<4" '+! (7 4 ก A- +% 6 ก 1: !" # ก %กJ (89 " ก A- 6 (7 *?) ) * 44* 4 4 %6 3) ก"* @" " #"-B.ก:<+ /" 3A (89 "- #"-/%-$% G1ก% ) " 3* '(3* -" (89 " 44 6-%ก ก<+ ) 1ก* (7 " ก"* - 44 : 4" ก* 4# ก"* @" " * 44ก"* #4 A-/. Aก) " - %6 3) ก"* @" " * 4A'#! !# %กJ ) (89 "25 (7 *?) ) #"- ) 3'- "ก % ?) @" " '+! -#<G B.ก3!) /"-"*B " @"3)4 + /A+'+! (Best practices) $*" -* 4 4 44 : '#!;%+ 2 $ 32 - *2@" -+ *?)'- :.! @"-%ก (7 !"*";ก"* A! ก%4* 44ก"*4*< "**";ก"*=5 ;!)@" "2 ก"*(ก *) * (7 " * * #* )) A-%3< * (7 *?) 3!) @"3"- %6 3) !B.ก3!) ก"* ก!(89 " (7 *?) ) ก"*2%+* 44 !)-. *#4*#- %6 3) ก"* @" " !;%+ 2 *#- %6 ก"*ก % ก*) !)-. -F 2 - $<- !"-" * 44 * *.!2"ก#<Gก"* @" " + /A+ - (P<4%3<-"ก) ก 2: ก" # % %กJ (89 " ก A- 6 -!- #"-/%-$% G1* #" /" 3A (89 " 32 '-;%+ 2 *?)*.! >$" ก A-4A 2@"ก%+ -%ก ก<+ ) 1ก* ! #<;";$/. 3!) )"0% ก A-:.! ; #;"9 *?);@" "9ก"* =5 :" ก* 4# ก"* ) ก"*QRกQ )4*- -(* /$ก"* 1-"-"ก$) -H"J" ) 3 ) + >$" *.( 44 ) ก"* @" " )-*%4ก% # ก"* ) -.:.! ; #;"9 (89 " %กJ 6 -!- #"-=%4=!) >$" " /. - #"- "ก 3/"-"*BB" )+ /) ก% '+! !" @" ) #" "ก 3 % '- A %6 63!) 56 ก%4 # " /3<(899" ) 3 4A ) 1 #"-*.! ก A- 625 (7 *?) ก A-:.! ; #;"9B" )+ #"-*.! ก A-:.!*.! -?))";$ " %6 %กJ ) (89 "25 (7 Knowable space % ?) -!2 !" 2 )G<4" '+! 3 % '-- **.! %6 -+
  • 2. Knowledge Management 2 ?) 2"ก UJP3" F- #"-=%4=!) % )"22 '-- **)4*.! !" 2 UJP'+! %6 -+ /"-"*B " @"3)4 +'+! (Good practice) 3)"2'- ;+ /A+ )"0% ก"**%4*.! / ) 3)43)(89 "(Sense and respond) ) 4**+" expert %6 " =5 4" *%6 #"- ; #;"9ก, (7 %6 3%# /*<- / " ก"*/*!" #"-*.! - )"22 ก<+ 56 :.! @" (7 * 44 :.! ; #;"9 (* ก)4+!# :.! * A #A&< ) ;A-; =5 4" *%6 '- #"+ก#"* 44 /< G<Y "+ ) 2!" A -. " =5 ;!)@" "2 ก"*(ก *) ?) 2"ก:.! ; #;"9-%ก ;! # " ก"*)H<(*" " ก< '( '-)"23%+/< 2'+! ?) 2"กBก B ก% #"#<G' 2 + /A+ ก"*)H<(*" $?) ! "(822% -: 3) * 44 A H"$ #<Gก"* ก"*/*!" A H"$B?)#" (7 2 1 classic ก A- 6 ก 3: '(') " ! ก %กJ (89 " 44 6- #"-/ %4=%4=!) (Complex) ก<+2"ก) 1(* ก)4 ) "ก " /" 3A % ?) @" " '-'+! 33!) )"0% ก"*/% ก32"ก/%99" 3" F H" ;A-; %6 !" 2 )"0% ก"*/?)/"*ก% H" * #" ก% ก% ) " -"ก $?)*#4*#- !)-. !)/ 02"ก Aก2A+-"(* ก)4 !"+!# ก% $?) ! !" 2(89 "2"ก Aก+!" Aก-A--) 3!) )"0% ก"* 4 (8 (* /$ก"* 1 A " #"-0*% G" %กJ ) (89 "25 '-/"-"*B " @"3)4 +'+! 4" *%6 3!) *)2 :" $! 3Aก"* 13" F'( " $)/- #*ก#" 2 @" #"- !" 2ก%4 3Aก"* 1 %6 F *?)(*"ก[ก"* 1 %6 '+! 3%#) " +)% 5 '+! ก#<กU3ก"* 1 " 0*Jก<2 $< :" -" 3Aก"* 1 ; 6/# 9:.! @"'-/"-"*B ;!)@" "23"-* 44'+! 33!) ! (7 '(3"- ก* / ) -.-"ก )"22 /% ก"* + )"0% )@" "2ก"*(ก *) *?) #"-/-" /"-% ) ก A- ก 4: " ! ก + %กJ (89 " 44 6 (7 ) '* *"'- -(* /4ก"* 1-"ก) $*" (7 *?) - /B" ก"* 1'- ) '-- %กก"* +F2 ;# ก"*3%+/< 2 !" @" ) '-*.! '- 2 %กJ ) (89 "25 (7 Chaotic % ?)#A #" $*" % 2%+ก* 4# %$'-'+! :.! @"3!) (7 Crisis management ?)3)4/ ) 3"- 3Aก"* 1'+! ) " % # *.!2%ก ;!)@" "2 - %6 " !- !"# ก"*:.ก 2 $?) ! ก<+#< % ก"* #4 A- /@" %9 ?) #"--A -% ก"* !ก@" % 2) " /-@" /-) ก ก % ,)- + . B!" *"$<2"* "+.2"กก A- ) ) 1 #"-*.! *?) 2 1 4 *.( 44+% ก "# !" 3! *"2 $4#"(89 " - "#< " % ก,- %กJ !" 5 ก% " ) " - "#< " % ) *% (7 * 44*";ก"*' =5 -* 4 4 %6 3) -"ก) . !# 3+!# #"- #% +(=5 ก " (7 #"- #% *!" ) % -* 4 4H" =5 Aก- "#< " % /*!" ! =%4=!) 56 -")ก ; * 4 4ก"* < /@" *%4 4(* -" : +< * 4 4ก"* < /@" *%4 4(* -" < *" '+! * 44ก"*4*< "*4A (7 !"*";ก"* * 44ก"*4*< "*4A (7 $ %ก " ก"*4*< "* %ก/.3* H" (ก3< ก%4H" $< 0J =5 Aก* 44-ก* 4# ก"* %6 3) $)Fก% ?) ) $)Fก% 2 @" !4A "ก*
  • 3. Knowledge Management 3 ([<4%3< " ) .'-/"-"*B3%+/< 2#"2 ก ))ก2"กก% '+!) " '* * 4 4H" /*!" -" $?) #"- ) 3%#25 ก " (7 #"-'- ) 3%#'( + (*< " + #ก% ) 1 #"-*.! - "#< " % %6 (7 0"/3*1 ก"* * *.!H" % -)ก-"ก-" )" < ; )"2"* 1 /) ก H" #<;"- < ) ก"*/) #<Gก"*B" )+) " '* ! .ก0<J 1) "ก * *.! %ก#<2% )"#A / -: " #<2% - )+ -;?) / * +%4 ก- # <+ #<Gก"*#<2% ) " '*(ก A- 2) ก"*4*< "* 2%+ก"* %ก/.3* * ก"* (* /$ #"-/@" *,2 3 )+2 ก"* ก!(89 "3" F ก<+ 56 H" # " ก,B?) (7 ) 1 #"-*.! - A " %6 /<6 *" 3%6 !)/ /% ' -#"4**+")"2"* 1 !"*";ก"* - A " %6 " -?) กJ 9)" A *?) "))ก2"ก- "#< " % '( $#ก "2 @" #"-*.! /% /- 3%# "'(+!# *?) ?) <6 '#! !ก%4 # " - "#< " % 2 -#<Gก"* +' - 2 B )-*%กJ"'#!=5 ) 1 #"-*.! " 6 ;! (7 " ก"*3) )+ #"-*.! !) 1ก* ก 56 !- , 56 - "#< " % "ก3!) ก"* #"-;# ?) ก"* ก!' (89 "4" *?) *"*.!4!" ' -#"- **.!) '* ) . ' 4!" H" - "#< " % ) *" #"- <+*< *<- *"-) . *?)ก@" % 2 *<-3! @"'+! - * @"-" !#4!" )+3 (* /$ #"-/@" *,2 !- #) " '* $*" 3A + $?) #" *"2 '+!'- @":<+=6@" *?)3!) @" " =6@"=!) #%& G**- ) - "#< " % ?) 2"ก- ก ) . ) 25 '- ) ก ) ก +!# ก% *?)B!"-ก,-%ก2 4F(Low profile) ก %#B.ก -% /! 3 "ก < ก#" ?)ก"*$.+B5 #"- !- # *?)4 * '+!*%42"ก * ก"*3" F )+3 /# 9 !#-%ก2 J(ab Jก ) $ " "- ?-F-% '( !#ก, @":<+=6@"="ก +% %6 ก"*2%+ก"*) 1 #"-*.!(Knowledge Management, KM) 25 (7 *?) ก # !) + 3* ก%4 - "#< " % '- $ $*" #"-*.! (7 GA*ก<2 %ก ) *" " %6 3 $*" ) 1 #"-*.! ก<+ 56 H" - "#< " % --"ก-" %6 ;%+ 2! (Explicit) *.! 2! (Tacit) ก* 4# ก"*B" )+ / %4/ A ! ) 1ก*'+! !" 2 * *.!2"กก% ก% 2 (7 *?) -?)/@" %9 @"$" ! # " $%& "'(/.ก"* (7 ก ก ก"* *<-3! +@" < ก"* *?) ก"*2%+ก"*) 1 #"-*.! - "#< " % -!'- ; *?) "ก 3 (7 *?) -(ก A- 4) '-'+! -" #"-#" *"'-- #"-*.! 3 (7 $*" *"'-*.!#<Gก"* 2 2%+ก"*ก%4 A- #"-*.! -) .ก* 2%+ ก* 2" H" - "#< " % 3" "ก @" #"-*.! " %6 -"3) )+ " (899"-"ก 56 @" ! H" ) 1ก*- #"-*.!-"ก 56 ) 1ก* ก ก !" 56 ก " (7 # " ;6 @"ก"*$%& "'+!) " !2*< KM 25 (7 *?) Aก ) 1ก* #* ! #"-*#--?) ! !) / ) ;< /*!" /** $?) !-ก"* 4 (8 #"-*.! :" ก* 4# ก"* ) ก"* /# " ก"*)H<(*" ก"*/*!" *?) " *?)ก A-:.!([<4%3<(Community of Practice) / -+) KM !23 2/ 4 - % ก 1. #%& G**- $U3<ก**- ) ) 1ก* ) 1ก*3!) - #"- 23 3< + ก"* 4 (8 #"-*.! @" #"-*.! -) .-" (7 " ก"*3) )+ #"-*.! ) *A -3)'( ) 1ก* ) 3!) -#%& G**-H" #"-'#! ?6) ;?) 2
  • 4. Knowledge Management 4 ! ก *3<ก% "*$ /< G< #"- <+ ) :.!*#- " Aก* +%4 -! (7 4A "ก** +%4 " ก,3"- ก"* * *.!/"-"*B ก<+ 56 '+!ก%4 Aก *?) -! 3/< (7 !):<+$ "+ )+3 2. :.! @" ก"*/*!" ก A G1 :.!4*< "** +%4/. 3!) - #"- ;?) #"-*.! - ) 1ก* !" 2 %กJ ) (89 " $% G ก<2 ) ) 1ก* / /*<- / %4/ A #"- (7 -?))";$ +!" 3" F ! ก<+ 56 ! " ;<+;.ก* 4# ก"* @" " (7 <02"ก # " H" (7 3! 44 ก"* (7 :.!*< *<- ก"* 4 (8 * *.! ก@" + <0 " ก"*$%& "* 44ก"*2%+ก"* #"-*.!H" #" ก A G1 ก"* 2%+ @"* 44ก"*2%+ก"*) 1 #"-*.! 2 (* /$: /%-U G<Y ; ?)ก *?) @" !# , : *?) *?) - !" 2 -) 1 #"-*.!) . !# ) 1ก* /@" %9 /A+ ?) @") " '* ! ) 1ก*) "ก @" *?) 3 *.!))ก-" 4 (8 + '- #"+* # #"2 / : (* ; 1 B.ก )4)!" : " B.กก % ก ! $*" )<2>"3"*!) 3" F " " ) 1ก* 2 (* /$ #"-/@" *,2 *?) 63!) /*!" ) .4 $?6 " ) #"-'#! ?6) ;?) 2(Trust) ก"* ! ก *3<=5 ก% ก% (Mutual respect) + กA9 2/@" %9 2 ' (* 3./. ก (j+ ก#!" 6 ?):.!4*< "*/. /A+ ) ) 1ก* % ) 3. Technology #"-$*!)- ) )A(ก* 1 % /-% ) /"-"*B/ %4/ A ก"* @" " ก"* * *.! ) ) 1ก*'+! ก"*/*!" " !)-. ก"*2%+ก"** 44" !)-. 3 )+2 #<Gก"* 2 @" ! )- ;! )-$<# 3)*1 $?) (7 /?)ก " ก"**#4*#- / 3) ) ) 1 #"-*.! /@" %9 ?)/*!" * 44 ก"*(k) ก% '- ! )ก !"-"ก)ก# @" #"- / " ก* 44" !)-. H" '+! + #ก% KM ก,'-'+! -" #"-#"3!) ;! *?) -?) )A(ก* 1 $ F $?)/*!" " !)-. "+ %กJ1 3'- )?6) (* ; 13)ก"* ;! " ) /# 9 ) 1ก* :.! +. * 44 63!) - 2 (j+ก#!" - #"- $ * $ " "- 2 !4*<ก"* ก:.! ;! $?) !" !)-. * 44 )-$<# 3)*1 )?6)(* ; 1 ! A!- " < A '( ) " ?-#"* 44 " 6 -+)" A % *,#-"กH" '-ก(a 4. ก"*#%+: ก"* @"'( ;! 2%+ @"* 44ก"*3<+3"- #%+: ) ก"*2%+ก"* #"-*.! (* ; 12"กก"* @"'( ;! $?) /*!" * %4 ?) ! ) 1ก*- #"-ก* " ) "ก * *.! ) "ก-/# *#- ก"*/*!" " #"-*.! ! ก<+ 56 ) " 3) ?) 5. * /*!" $?6 "
  • 5. Knowledge Management 5 ก"*#" * 44ก"*4*< "*2%+ก"* ก"**#4*#- !)-. ก"**" " : ก"*+@" < ก"*3" F 2 )?6) ! : " ) ก"*2%+ก"* #"-*.!(* /$: /@" *,2 !" /A+) 1ก* -ก"*2%+ก"*) 1 #"-*.! +2 /"-"*B ก,4 ก # (* ; 12"ก A " +!" #"-*.!(Knowledge Asset) ก<+2"ก(899" ) 4A "ก* Aก* +%4H" ) 1ก*) " '-*.!2%ก -+ $*" -?) # " '+! *<-3! +@" < ก"* *?) KM 2 $4#" #"-*.! 3%# *"(One person) <+#" *"- ) . ) %6 2*< F !# % !) -"ก -?) (* 4 4ก%4 -) .H" ) 1ก* ) *" ) 2 < *.!/5ก(* %4 2 -?) ! $4#"- #"-*.!4" ) " -"2"ก F *" "+ <+'-B5 @" ! *" + ก <+#"3 *.! 3:.! + # 2%ก*#" # #"-*.! %6 '#!ก%43 ) ()% 6*#-'(2 B5 !)-. !)/ 03" F+!# ) + "*.!'-#"/< 3 *.! %6 '-- A " + "ก'-- :.! @"'( ;! ) " ?-#" #"-*.! %6 " %6 (# ก<+2"กก"*/) $*" o .%-+) .% ,)p '- -?) *%$ 1/< )? < ! < -+ ก !ก 5 3ก(ก ก % ,)- + . !#ก"*(* ก% A H"$-" ก # !) ) '*ก%4ก"*2%+ก"*) 1 #"-*.! - "#< " % #"-2*< !# (7 *?) + #ก% ก"*(* ก% A H"$ ?)ก"*3*#2/)4 $%& "* 44 ก 'ก ก"*+@" < ก"* %6 " ) - "#< " % !--"3*" 3"- 3%6 '#! * *<-3! *"2 $4#"ก"*(* ก% A H"$ % '-'+! @" *"'(/. #"- (7 <0 " +!" A H"$ " + %ก % ) . ก"*3 #"- ) < "- @"#" A H"$ 3ก3" ก% '( /@" %9 ?) ก* 4# ก"*3*#2/)4 ! *?) ) * 44 ก 'ก-%ก$4#"- #"- ?)- 6@" #"- !" 2 ) ก 'กก"* #4 A- -! # " + #ก% ) .-"ก %6 6 $*" ก<2ก**- " ) " '- ;#"2 - #"-;%+ 2 %6 -+ 32 - 4" # " !" 2'+!+ก#" (*%4(*A ก* 4# ก"* ! !"ก%4#%& G**-H" ) 3 ) '+!+ก#"2 /"-"*B +@" < ก"* 4" *?) '+!+ก#"(Better practices) ก"*3*#2/)42 ;# ! *" ! "ก* 4# ก"* +ก#" " 6 '+!2"กH" ) 1ก* ) *" ) @" / )))ก-" !(* 2%กJ1 ก/" 3"(* ;" - ) - "#< " % $?);# ! # " )? F/"-"*B * *.!2"กก* 4# ก"* +ก#"'+!:" *" " ) ก"*3*#2/)4 ก"* @" / ) ก* 05กJ" ) ก"*([<4%3< (7 <0(Best practices) ก"* * *.!2"กก% ก% 62 ;# !) 1ก*$%& "(/. #"- (7 <0 $*" ก* 05กJ" @" / ) 3 (a2 ;# ก* 3A! !- <+ ! $%& "#<Gก"* +ก#" (a3)F'( ก) ! ก<+ก"* * *.! 4 (8 * #" ก% ก% 2 ก " (7 ) 1ก* ก"* * *.! /A+ ก"*3*#2/)4 * 44ก"*(* ก% A H"$ก,2 '- ; *?) " 4?) " 3)'( $*" %6 :.!3*#2 :.!B.ก3*#2$*!)- 2 * *.!2"ก ก% ก% __________________________________________
  • 6. Knowledge Management 6 ก 1. % /?) *?) o ก"*2%+ก"* #"-*.! - 2"ก UJP/.ก"*([<4%3<p /B"4% $<-: : <3 ;"3< /< " - 2547 2. )ก/"*(* ก)4ก"*QRก)4*- ;< (P<4%3<ก"* *?) Knowledge Management Training Workshop for University Executives 2%+ + /@" %ก " (* ก% A H"$ก"*05กJ" - "#< " % ; - #% 20 z 21 $U02<ก" 2546 3. )ก/"*(* ก)4ก"*4** " " Productivity Talk Special %# !) : o ก"*2%+ก"* #"-*.! - 2"ก UJP/.ก"*([<4%3<p 2%+ + /B"4% $<-: : <3 ;"3< #% 25 /< " - 2547 4. Kurtz, C.F .and D.J. Snowden; The New Dynamics of Strategy: Sense-making in a complex and complicated world. IBM System Journal Vol. 42 No. 3, 2003. 1. ก ก ,) 6 !# 2. ก !( ก ก ก ,) 3. + - 7 %ก ก ,) 4. 6 % 6 - ก ก ,) 5. ก ก ,)ก( % ก "+%ก ,) 6. CoP (Comunity of Practice) 7. / !2 ก. 8. % ,) 9. 5 H. / KM
  • 7. Knowledge Management 7 ก ก ,) 6 !# ก ก ,) (Knowledge Management : KM) ก"*2%+ก"* #"-*.! ?) ก"**#4*#-) 1 #"-*.! -) . /# *";ก"*=5 ก* 2%+ก* 2" ) . 3%#4A *?) )ก/"* -" $%& " ! (7 * 44 $?) ! Aก ) 1ก*/"-"*B !"B5 #"-*.! $%& "3 ) ! (7 :.!*.! *#- %6 ([<4%3< " '+!) " -(* /< G<H"$ )% 2 / : !) 1ก*- #"-/"-"*B ;< % /. /A+ + #"-*.!- 2 (* H ?) 1. #"-*.! Q8 ) . (Tacit Knowledge) (7 #"-*.! '+!2"ก(* /4ก"* 1 $*/#** 1 *?)/%9;"3<9" ) 3 4A ก"* @" #"- !" 2 /< 3" F (7 #"-*.! '-/"-"*BB" )+))ก-" (7 @"$.+ *?) " %กJ 1)%กJ*'+! + " ; %กJ ก"* @" " " Qa-?) *?)ก"* <+ ;< #< *" 1 4" *%6 25 * ก#" (7 #"-*.! 44 "-G**- 2. #"-*.! ;%+ 2! (Explicit Knowledge) (7 #"-*.! /"-"*B*#4*#- B" )+'+! + :" #<G3" F ; ก"*4% 5ก (7 " %กJ 1)%กJ* UJP .-?)3" F 4" *%6 * ก#" (7 #"-*.! 44*.(G**- $.#<2"* 1 $" <; '+! ! #"- -" ) @"#" oก"*2%+ก"* #"-*.!p '#! ?) /@" *%4 %ก([<4%3< ก"*2%+ก"* #"-*.! ?) *?) -?) $?)ก"*4** A (k" -" ) " !) 4 (* ก"*'($*!)-F ก% '+! ก 1. 4** A (k" -" ) " 2. 4** A (k" -" ก"*$%& " 3. 4** A (k" -" ก"*$%& ") 1ก*'( (7 ) 1ก* * *.! 4. 4** A #"- (7 ;A-; (7 -. #"- )?6))" ** #" ก% @" " ก"*2%+ก"* #"-*.! (7 ก"*+@" < ก"*) " !) 6 (* ก"*3) #"-*.! '+! ก (1) ก"*ก@" + #"-*.! %ก 2@" (7 *?)/@" %93) " *?)ก<2ก**- ) ก A- *?)) 1ก* (2) ก"* /" " #"-*.! 3!) ก"* (3) ก"*(*%4(*A +%+ ( *?)/*!" #"-*.!4" /# ! -" 3)ก"* ;! " ) 3 (4) ก"*(* Aก31 ;! #"-*.! ก<2ก"* " ) 3 (5) ก"* @"(* /4ก"* 12"กก"* @" " ก"*(* Aก31 ;! #"-*.!-" ก ( * *.! /ก%+ o A-
  • 8. Knowledge Management 8 #"-*.!p ))ก-"4% 5ก'#! (6) ก"*2+4% 5ก o A- #"-*.!p o ก #"-*.!p /@" *%4'#! ;! " (*%4(*A (7 ;A+ #"-*.! *4B!# A- 5ก ;?)- -"ก 56 -" 3)ก"* ;! " -"ก < 56 + ก"*+@" < ก"* 6 (* ก"* 64.* "ก"* (7 ?6) + #ก% #"-*.! ก # !) (7 %6 #"-*.! ;%+ 2! ) . *.( ) 3%# % /?) *?)* %/) " )? !" 2'+! %#'( (Explicit Knowledge) #"-*.!Q8 5ก) . /-) (Tacit Knowledge) ) . %6 ) . 2 ( #"- ;?) " < -) ) . /-) ( 3A: ) ) . -?) /# )? F ) *" ก" ( %กJ ก"*([<4%3<) ก"*2%+ก"* #"-*.! (7 ก<2ก**- 2@" # 5 @"*#-ก% '- ; ก<2ก**- @" + + # ?) 2"ก ;?)#" o2%+ก"* #"-*.!p 25 - !" 2:<+ *<-+@" < ก"* + * !"'( #"-*.! ?) *<- #"-*.! ?) #"-:<+$ "+ $44) -"ก ก"*2%+ก"* #"-*.! B.ก3!) 2 3!) *<- " *?) (k" -" ) " (k" -" ) " /@" %9 ?) ก"*4** A: /%-U G<Y ก"*+@" < ก"*3"- ก@" +'#! * ก#" Operation Effectiveness < "-: /%-U G<Y ))ก (7 4 /# ?) (1) ก"*/ ) 3)4 (Responsiveness) =5 *#- %6 ก"*/ ) 3)4 #"-3!) ก"* ) .ก !" / ) 3)4 #"- 3!) ก"* ) 2!" ) ก<2ก"* *?):.!B?) A! / ) 3)4 #"-3!) ก"* ) $ %ก " / ) 3)4 #"-3!) ก"* ) /% -/# *#- (2) ก"*- #%3ก**- (Innovation) %6 (7 #%3ก**- ก"* @" " #%3ก**-+!" : <3H% ‡1 *?) 4*<ก"* (3) + #"-/"-"*B (Competency) ) ) 1ก* ) 4A "ก* $%& " 56 =5 / !) /H"$ก"* * *.! ) ) 1ก* (4) (* /< G<H"$ (Efficiency) =5 -" B5 /%+/# * #" : %$G1 ก%43! A '( ก"* @" " (* /< G<H"$/. -" B5 ก"* @" " A * !) 3'+!: -"ก *?) A H"$/. (k" -" /A+ !" ) ก"* 2%+ก"* #"-*.! ?) ก"* ก A- +@" < ก"*2%+ก"* #"-*.!*#-ก% -;A+ #"-*.! ) 3 ) *#-ก% /*!" ) /@" *%4 ;! " ) 3 " 62 /*!" #"-*.! 56 ;! ) ) .3 )+ # " + ก"*/*!" %6 (7 ก"*/*!" $ 4" /# (7 ก"*/*!" :" ก"* + ) )" #"-*.!2"กH" )ก-"(*%4(*A ! -" 3)/H"$ ) 3 + ) ;! " 2%+ก"* #"-*.!'- ;ก<2ก**- +@" < ก"* >$" *?) ก #ก%4 *?) #"-*.! 3 (7 ก<2ก**- *ก/ Q *?) H"J"#<;"ก"* * ก#" 4.* "ก"*) .ก%4 Aกก<2ก**- ) ก"* @" " /@" %93%#ก"*2%+ก"* #"-*.! ) ก, 3!) ก"*ก"*2%+ก"*+!# M% N + ก ก ,) 36 3O % $%& " " $%& " % ก (7 ) 1ก*ก"* * *.! #"- (7 ;A-; @" " ก"*2%+ก"* #"-*.!25 '- ; (k" -" 3%# ) -% ) ?) A-$*" !) 1 ) ก"*2%+ก"* #"-*.! -?)'*ก,3"- -ก"* !" 2:<+ )"ก"*2%+ก"* #"-*.! (7 (k" -" #"-:<+$ "+ก, *<- +<
  • 9. Knowledge Management 9 !"-" )% 3*" 2 ก<+3"--" ?) ก"*2%+ก"* #"-*.! - *?) ( )- (7 ก"*+@" < ก"* $ $?) !'+!;?)#"- ก"*2%+ก"* #"-*.! ก"**< *<-+@" < ก"*2%+ก"* #"-*.! * 2. 2 ก"**< *<-+@" < ก"*2%+ก"* #"-*.! (7 ก!"# *ก B!" ก!"#B.ก <0 " B.ก#<G ก,- )ก"//@" *,2/. 3B!"ก!"#:<+ ก,2 +< '(/. #"- !- # 3%#ก@" + /@" %9 ?) * 2. 2 ก"**< *<-+@" < ก"*2%+ก"* #"-*.! ก ก ,) . ) /%--" << : ;!ก"*2%+ก"* #"-*.! (7 *?) -?) $?)4** A #"-/@" *,2 #"--% * "# ก"*2%+ -*< *<-+@" < ก"* ก"*QRก)4*- + ก"*([<4%3<2*< +@" < ก"*3) ?) ก"*2%+ก"** 44ก"*2%+ก"* #"-*.! * 2. 2 ก"**< *<-+@" < ก"*2%+ก"* #"-*.! * 2. 2 !3)ก"*+@" < ก"*2%+ก"* #"-*.! ?) (k" -" " ) 1ก* #"- (7 ;A-; @" " +% ก "# !# (7 ?) ' /@" %9 * +%4 (7 %# 2/. #"-/@" *,2 ก"*2%+ก"* #"-*.! * 2. 2 -2 @"'(/.ก"*+@" < ก"*2%+ก"* #"-*.! 44 - '(/. #"- !- # ) ก"*2%+ก"* #"-*.! /A+ * 2. 2 -3)ก"*+@" < ก"*2%+ก"* #"-*.! /% -' --"ก-" " 44 $44) /A+ ?) @" $ $?) !'+!;?)#" @" @" $*" B.ก4% %43"- !)ก@" + @"3"- ‰;% 3'- !" 2 #"- -" #<Gก"*+@" < ก"* 2%+ก"* #"-*.!) " !2*< % !ก (2/ 7 %ก ก ,) (Knowledge Process) 1. o p B?)#" (7 ) 1(* ก)4 /@" %9 /A+ $*" (7 #"-*.! (7 :.! @" #"-*.!'( ;! ! ก<+ (* ; 1 2.o p (7 *?) -?) $?) ! /"-"*B ! " 2%+ ก,4 ก ( *#- %6 @" #"-*.!'( ;!) " " *#+ *,# 56 3. oก* 4# ก"* #"-*.!p %6 (7 ก"*4*< "*2%+ก"* $?) @" #"-*.!2"ก #"-*.!'( !:.! ;! $?) @" ! ก<+ ก"*(*%4(*A #%3ก**- ) 1(* ก)4 %6 3 /# 6 2 3!) ;?)- 4.* "ก"*) " /-+A ก"*2%+ก"* #"-*.! ) ก*-ก"*(ก *) 2"ก$* *";กUJPก"#"+!# %ก ก ‡1 #<Gก"*4*< "*ก<2ก"*4!" -?) + $.0.2546 ก@" + !/# *";ก"* - !" $%& " #"-*.! /# *";ก"* $?) !- %กJ (7 ) 1ก* ก"* * *.!) " /-@" /-) + 3!) *%4*.! !)-. "#/"* /"-"*B(* -# : #"-*.! +!" 3" F $?) @"-"(* Aก31 ;! ก"*([<4%3<*" ก"*'+!) " B.ก3!) *#+ *,# - /-3)/B" ก"* 1 *#- %6 3!) / /*<- $%& " #"-*.! #"-/"-"*B /*!" #</% %0 1 (*%4 ( %0 3< ) !"*";ก"* /% ก%+ ! (7 4A "ก* -(* /< G<H"$ -ก"* * *.!*#-ก% )4 3 KM '+!-ก"*$<2"* " !# , #"- #"-/@" %9 * +# 6 ?) ก"*2%+ก"*) 1 #"-*.! $?) ก!' (89 " #"- "ก2 ;< 4.* "ก"* '+!ก@" + (k" -" (Desired State) ) KM 2 +@" < ก"* (a 2549
  • 10. Knowledge Management 10 ?)-A ! !)@" H)/ก< )@" H) (7 0. 1ก " ) 1 #"-*.! $?) ก!' (89 " #"- "ก2 ;< 4.* "ก"* $?6 (7 (* ; 1 ก AกQŠ" ก # !) + - # #%+: '+! (7 *.(G**- ?) )@" H)/ก< )@" H) - !)-. : /@" *,2 ก"* ก!' (89 " #"- "ก2 ;< 4.* "ก"* 0. 1([<4%3<ก"*‹ '- !) ก#"0. 1 1 *?) $?) ! (k" -" 4** A: '+!2%+ !-ก<2ก**-ก* 4# ก"*2%+ก"* #"-*.! (KM Process) ก<2ก**-ก* 4# ก"* ( ( (Change Management Process) #4 .ก% '( + - #"- "+ #% #" : ก"*2%+ก"* #"-*.! 62 (7 2A+ *<-3! /@" %9/.ก"*([<4%3<*";ก"* )4 3 KM (k" -" KM *?) )? F @"'(/. #"- (7 ) 1ก* ก"* * *.! % ? 3)'( ก %4 56 !" 4 ก !( ก ก ,) ก !( ก ก ,) (Knowledge Management) (7 ก* 4# ก"* 2 ;# ! ก<+$%& "ก"* ) #"-*.! *?)ก"*2%+ก"* #"-*.! 2 ก<+ 56 H" ) 1ก* - %6 -+ 7 %6 3) ?) 1. ก"*4 ;6 #"-*.! (7 ก"*$<2"* "#") 1ก*-#</% %0 1 $% Gก<2 A G0"/3*1 (k" -" ?)) '* $?) !4** A (k" -" *"2@" (7 3!) ;!) '* 6 *"- #"-*.!) '*4!" ) . *.( 44 + ) . * 2. ก"*/*!" /# " #"-*.! ; ก"*/*!" #"-*.! - /# " #"-*.!2"กH" )ก *%กJ" #"-*.! ก" ก@"2%+ #"-*.! ;!'-'+! !# 3. ก"*2%+ #"-*.! ! (7 * 44 (7 ก"*#" * /*!" #"-*.! $?) 3* -$*!)-/@" *%4ก"* ก,4 #"-*.!) " (7 * 44 ) " 3 4. ก"*(* -# ก % ก*) #"-*.! ; (*%4(*A *.( 44 )ก/"* ! (7 -"3*" ;!H"J" + #ก% (*%4(*A ?6) " !/-4.* 1 5. ก"* !"B5 #"-*.! (7 ก"* @" !:.! ;! #"-*.! !"B5 #"-*.! 3!) ก"*'+! " / +#ก ; * 44 /"*/ 0 (IT) Web board 4)*1+(* ;"/%-$% G1 (7 3! 6. ก"* 4 (8 ก ( #"-*.! @"'+! " #<Gก"* + ก* (7 Explicit Knowledge )"22%+ @" (7 )ก/"* " #"-*.! /"*/ 0 *?)ก* (7 Tacit Knowledge 2%+ @" (7 * 44 - !"-/" " ก<2ก**-ก A- A H"$ #%3ก**- ;A-; ก"* * *.! * 44$ 6 ก"*/%4 ( " ก"* ?-3%# # ก ( #"-*.! (7 3! 7. ก"* * *.! #* @" !ก"* * *.! (7 /# 5 ) " ; ก<+* 44ก"* * *.!2"ก/*!" ) 1 #"-*.! ก"* @" #"-*.! '( ;! ก<+ก"* * *.! (* /4ก"* 1 - -A # 3)'() " 3) ?) ก %4 56 !" 4 + - 7 %ก ก ,)
  • 11. Knowledge Management 11 -:.!*.!'+!ก "#B5 KM " " -A- )"2*#4*#--";6G @"3)4#" %# 2 ) KM ) . ' '+! + )"2ก "# (7 @"+%4 %6 %# 2 ) KM -?) ก%4 @"+%4 %6 ) #"-3!) ก"* ( Hierarchy of needs ) ) Mcgregor '+! + *<-2"ก !)/--A3<" *ก (7 /"ก )-*%4 %#'(#" #"-*.! ?)$ % (DOPA KM Team) 1. Knowledge is Power : #"-*.! ?)$ % 2. Successful knowledge transfer involves neither computers nor documents but rather in interactions between people. (Thomas H Davenport) : #"-/@" *,2 ) ก"*B" )+ #"-*.!'- ;) . )-$<# 3)*1 *?) )ก/"* 3) . ก"*- ([</%-$% G1 * #" +!# ก% 3. The great end of knowledge is not knowledge but action : 2A+ -" ( " " /@" %9 ) #"-*.!-< ; 3%# #"-*.! 3) . ก"* @"'(([<4%3< 4. Now the definition of a manager is somebody who makes knowledge productive : < "- - ) :.!2%+ก"* ?) :.!=5 @" ! #"-*.!: <3+)ก))ก: 2 , #" 2"ก !) #"- ก "#B5 #"-*.!+% ก "# $) @" !-) , %# 2 ) KM (7 @"+%4;%6 -" *<- 3 !) #"- *ก #" #"-*.! ?)$ % *?) #"-*.! ?))@" "2 =5 (7 !) #"- (7 )-*%4 (7 /"ก %6 H" GA*ก<2 )ก; H" *";ก"* 2"กก"* )-*%4+% ก "#-"/.ก"* ! ([</%-$% G1 ) #"- #"-/@" %9 ก"* B" )+ #"-*.!ก#" *?) -?) *?) )ก/"* + -%กก "#B5 #" -! #"-*.!2 B.ก2%+* 44 " 3)ก"* !"B5 ) 4A 3" F + $ +ก,3"- B!"- #"-*.! ก<+ #"-*.! 56 !# "ก'- @"'( ;!(* ; 1 ก,'- ;2A+ -" ( " " ) #"-*.! ;%+ 2 ก, ?) (* /A+ !" ! ก"* @" #"-*.!'( ;!(* ; 1 ! ก<+-** : - A "(* ; 1 (7 *.(G**-#" % (7 < "- - ) :.! @" !" (7 :.!2%+ก"* + # +% %6 )"2ก "#'+!#" %# 2 ) KM ) . ก"* @" #"-*.!'( ;! ! ก<+(* ; 13)/% - ). $.#<2"* 1 $" <; ก "#'#! " <+ % 2"กก"*'(*#-/%-- " o #%3ก**-ก"* * *.! $?);A-; (7 /A p + '+!‰8 ก"*4** " ) 0. $. (* #0 # / 3 #"- oก"* * *.! $?);A-; (7 /A p @" ! ก<+ #"- !" 2 *?) ก"*2%+ก"* #"-*.!) " 5ก=56 -"ก 25 ) @"-" "/.ก% ‰8 " 4)ก#" ก"*$%& ";A-; 3!) - 4 ) 1(* ก)4 1. ;A-; -" B5 ก"*) .*#-ก% #"- (7 ;A-; - (k" -" ก"*) .*#-ก% 2. (7 /A -" B5 #"- (7 %6 -+ #"- (7 (*ก3< /-+A 4.* "ก"* ) (822% 3" F ) " !) 8 +!" '+! ก ;#<3 /% - 0*Jก<2 /< #+ !)- #%& G**- 0"/ G**- *)4 *%# ;A-; 3. ก"* * *.! -" B5 ก"* * *.!*#-ก% ) ;A-; %6 F :" ก"*([<4%3< 4. ก"*/*!" /*<- -" B5 ก"* !"'( )?6))@" # / /*<- /*<-$ % (empower) '- ; !"'(/) *?) B" )+ #"-*.!
  • 12. Knowledge Management 12 %6 4 ) 1(* ก)4 6 ?) %# 2 ) ก"*2%+ก"* #"-*.! Aก4*<4 '- ; ก"*2%+ก"* #"-*.! ) ;"#4!" *?) ) ;A-; *?) ก"*2%+ก"* #"-*.! 6 ก"* * *.!/@" %9ก#"3%# #"-*.! $*" B!"'-* #% 3%# #"-*.!2 (7 #"-*.! A+ < 3" 3%# ก"* * *.!2 - %กJ o+<6 '+!p ?)-;#<3 (7 $ #%3 ก"* * *.! + /A+ ?)ก"* * *.! *#-ก% (7 collective learning (7 ก"* * *.!*#-ก% :" ก"*([<4%3< (interaction learning through action) ).4+< *1 #<2"* 1 (7 4A 5 "/ 2) " < +!" ก"*2%+ก"* #"-*.! (Knowledge Management - KM) ) 1ก"* ก"* * *.! (Learning Organization)'+!ก "#'#! -?) *"#/%-- "#<;"ก"* -?)#% 6 /< " - 2548 !) (* ;A- 2 )" "* HS05 - AJ 0"/3*1 /% -0"/3*1 - "#< " % ) ก #" ก ก ,) (KM) 2.%2/ , ก % 6 U.( . !'+! ;!H"J" + #ก% /?) #"- -" ก% !'+! ก"* * *.! ) 4A %# 2/@" %9) . *"2 '+! * *.!2"กก"*/) )? (Learning from Teaching) /< /@" %9 ) ก"*2%+ก"* #"-*.! ก, ?) *?) ) ก"*$%& " $%& "3 ) ก"*#" : @" " ก"*2%+ @"+%4 #"-/@" %9 ) " ) ) 1ก* 6 % 6 - ก ก ,) ก*-ก"*(ก *) '+!2%+ @" : ก"*2%+ก"* #"-*.! (KM Action Plan) =5 (*"ก[) . )ก/"* o @"*%4*) ก"*([<4%3<*";ก"*(* 2@"(a 4(* -" $.0.2549p =5 '+!/ ! ก.$.*. -?)#% 30 -. .2549 !# -?)$<2"* " >$" ?6) "/"* : +% ก "# 2 (* ก)4+!# /# /@" %9 2 /# ?) 1. : ก"*2%+ก"* #"-*.! /# ) ก* 4# ก"*2%+ก"* #"-*.! (KM Process) 2. : ก"*2%+ก"* #"-*.! /# ) ก* 4# ก"*2%+ก"* ( ( (Change Management Process) =5 %6 2 /# 2 - #"-/@" %9 ก"*;# %4 ?) A G0"/3*1ก"* ก!(89 " #"- "ก2 3"- )4 3 (k" -" ก@" +'#! !4** A: + #ก% 3 /# ก,2 - * ก"* ก<2ก**- ) 3 /@" %ก ก) *) *%4 $?) ! ก<+: (7 *.(G**- =5 6-) .'- !) ก#" 15 * ก"*/ก<2ก**- ก"* %4 ?) ก"*2%+ก"* #"-*.! ) ก*-ก"*(ก *) $?)/ %4/ A (* +, A G0"/3*1ก"* ก!' (89 " #"- "ก2 (7 " - #"-/@" %9)ก " 5 3!) ก"* $ % ก"*-/# *#- ) Aก F /# %6 /# ก " /# H.-<H" 2 (7 )กก!"# 5 /@" %9 ก"* 2 ก) ก<+ก"**#4*#-/ /-) 1 #"-*.! ก"* ;!(* ; 1 3) )+) 1 #"-*.! ก"* ก!' (89 " #"- "ก2 ก"*2%+ก"* #"-*.!(* ก)4+!# ก* 4# ก"* %ก F '+! ก ก"* ! " #"-*.! ก"*/*!" /# " #"-*.! - ก"*2%+ #"-*.! ! (7 * 44 ก"*(* -# : ก % ก*) #"-*.! ก"* 4 (8 ก ( #"-*.! /A+ !" ?) ก"* * *.! $?) !-ก"* @" #"-*.!'( ;! ! ก<+(* ; 1/. /A+3)) 1ก*
  • 13. Knowledge Management 13 *?) -?) "ก " (* H B.ก/*!" 56 -" $?) @"'( ;! ก"*B" )+ ก ( #"-*.! =5 )"2 4 (7 2 ก A- 9 F ?) (1) *?) -?) ;# ก"* o !"B5 p #"-*.! =5 -" /@" *%4 #"-*.!(* H Explicit (2) *?) -?) ;# ก"* oB" )+ o #"-*.! =5 -" /@" *%4 #"-*.!(* H Tacit =5 3!) )"0% ก"* B" )+ + ([</%-$% G1* #" 4A (7 %ก 4**+" *?) -?)+% ก "# -:.! < - ;!ก% -"ก(* H 5 ?) ;A-; ก"* * *.! *?);A-; %ก ([<4%3< (Community of Practice : CoP) ก %4 56 !" 4 ก ก ,)ก( % ก "+%ก ,) ก ก ,) + 6 Knowledge Management (7 *?) ) !" - =5 ก<+ 56 2"กก"* ! $4#" ) 1ก*3!) /.9 / #"-*.!'($*!)-F ก%4ก"* 4A "ก* "))ก *?) กJ )" A*";ก"* )% / : ก* 43)ก"* +@" < ก"* ) ) 1ก* (7 ) " < +% %6 2"ก # <+ -A $%& "4A "ก* !- #"-*.!-"ก 3 $ ) " + #25 ( '( - @"B"-3)'(#"2 @") " '* !) 1ก*'+! * *.!+!# +% %6 ก"*4*< "*2%+ก"* #"-*.!25 /%-$% G1 ก%4 *?) % ก "+%ก ,) (Learning Organization) (7 ) " < "ก) 1ก*2 $%& "3 ) ! (7 ) 1ก* ก"* * *.!ก,2@" (7 2 3!) 4*< "*2%+ก"* #"-*.!H" ) 1ก* ! (7 * 44 $?)/ /*<- !4A "ก* * *.!'+!2*< 3) ?) "ก) 1ก* +-ก"*2%+ก"* #"-*.! + '--ก"*/*!" 4** "ก"0 ก"* * *.! ! ก<+ 56 H" ) 1ก* ก, %4 (7 ก"* A /.9 ( "'+! ; ก% ) " '*ก,3"- ก"*4*< "*2%+ก"* #"-*.! - #"- =%4=!) -"กก#"ก"*$%& "4A "ก*+!# ก"*QRก)4*- $*" (7 ก* 4# ก"* 3!) +@" < ก"*3)H" % 2"ก 4A "ก*- #"-*.! #"-;@" "9 !# ) 1ก*2 @") " '* !4A "ก* " %6 < +B" )+ ก ( #"-*.!ก%4:.!)? %6 3) /A+ !" ) 1ก*2 3!) " < ก"*2%+ ก,4 #"-*.! >$" '#!ก%4) 1ก*) " - * 44 $?) 2 @"))ก-" ;!'+!) " -(* /< G<H"$ 4*<J% %กJ1 9 " / *%) -*<ก" % % ก% "#<G4*< "*2%+ก"* #"-*.! -" /-ก%43 ) $?) !) . ก ) ก"* % '+!/@" *%4(* 0' %6 (7 *?) !" " /@" *%4:.!4*< "* 2 " A G#<G ก"*+5 #"-*.!))ก-"2"ก3%#4A ก"*ก* 3A! !4A "ก* B" )+ #"-*.! ! $?) *#- " =5 ก"*B" )+ #"-*.!4" (* H %6 ก"*QRก)4*-)"22 '- ;#<G + /A+ )A(/** -%ก$4) . /-) ) ก"*4*< "*2%+ก"* #"-*.! ?)$U3<ก**- "ก"* # #"-*.!" #%& G**- "ก"*'- )-*%4 3%#4A " "ก) 1ก*/"-"*Bก@"2%+2A+)) %6 /) ) " 6'+!ก"*4*< "*2%+ก"* #"-*.!ก,-< ; *?) "ก 2 ก< '( /?4 ?) 2"กก"*([<*.(* 44*";ก"* *%6 /@" %9 :" -" -?) +?) 3A " - 2545 '+!-ก"*#" ก*)4 # " ก"*4*< "**";ก"* : +< '#!) " ;%+ 2 =5 *#-B5 ก"*(* ก"0 ;!$* *";กUJPก"#"+!# %ก ก ‡1 #<Gก"*4*< "*ก<2ก"*4!" -?) + $.0.2546 (7 *?) ) ก"*ก@" + )4 3 44 : #<G([<4%3< + >$" -"3*" 11 '+!ก@" + (7 %กก"*#"/# *";ก"*3!) - !" ก"*$%& " #"-*.! $?) !- %กJ
  • 14. Knowledge Management 14 (7 ) 1ก"* ก"* * *.!) " /-@" /-) $*!)- %6 /*!" #"--/# *#- -.*";ก"* ! ก<+ก"* ก ( #"-*.!=5 ก% ก% ก %4 56 !" 4 CoP(Community of Practice) ก U.( . 6 !# ?) ;A-; -ก"**#-3%#ก% *?) ;?)- ก% ) " '- (7 " ก"* + - %กJ +% 6 • (* /4(89 " %กJ + #ก% • - #"-/ 2 *?) + #ก% 3!) ก"* ก ( (* /4ก"* 12"กก% ก% • - (k" -" *#-ก% - #"--A -% *#-ก% 2 $%& "#<Gก"* @" " '+!+ 56 • #<G([<4%3< !" ก% ;! *?) -?) H"J" + #ก% • - #"- ;?) 5+B?) A " + #ก% • -4 4" ก"*/*!" ;! #"-*.! • -ก"* ก ( * *.!2"กก% ก% )"22 $4ก% +!# 3%#2*< *?):" • -;) " $?)ก"*' # ) #"-*.! @" ! #"-*.! !"'(B5 :.! 3!) ก"* ;!'+! " • - #"-*#--?);# ?) $?)$%& " * *.!2"ก/-";<ก+!# ก% ) • -([</%-$% G13) ?) -#<Gก"* $?) $<- #"- !- , ! ก/" " /% - @" ! $<-$. #"-*.! 5ก=56 56 *?) F * +%4 " /A+ ;A-; %ก([<4%3< ?) ก A- ,กF =5 @" " +!# ก% -"* 5 - (k" -" *#-ก% 3!) ก"* 2 4 (8 ก ( #"-*.! (* /4ก"* 12"กก"* @" " ก A-+% ก "#-%ก2 '-'+! ก<+2"กก"*2%+3%6 + ) 1ก"* (7 ก A- ก<+2"ก #"-3!) ก"* " /% - #"-$ " "- 2 @" !4** A: /@" *,2 (7 ก A- '--)@" "2 '--ก"*ก@" +'#! : H.-< * /*!" ) 1ก* )"22 - (k" -" %+ ! ก%4:.! @") 1ก* 5 ) 1ก*)"22 -;A-; %ก([<4%3<2@" # -"ก 5 2 (7 /-";<ก " ;A-; ;A-; %ก([<4%3<- #"-/@" %9) " '* *?) " #"-/%-$% G1 '- (7 " ก"* ก<+2"ก #"- ก !;<+ #"-$) 2 $?6 " ก ! ก% %กJ '- (7 " ก"*2 )?6)3)ก"* * *.! ก"*/*!" #"-*.! -F -"กก#" * /*!" (7 " ก"* @"#" ([<4%3< *?) practice CoP ;62A+ ! ก"* * *.!=5 '+!*%42"กก"* @" " (7 %ก (7 -A- ;< ([<4%3< (89 "(* 2@"#% *?) -?) -F $%& "ก"* *?) " #<Gก"* @" " '+!: '-'+!: ก"*-([</%-$% G1* #" 4A @" ! ก<+ก"*B" )+ ก ( #"-*.!Q8 5ก /*!" #"-*.! #"- !" 2'+!-"กก#"ก"* * *.! 2"ก % /?) *?)ก"*QRก)4*- 3"-(ก3< *?) " '- (7 " ก"* =5 -/-";<ก2"ก3" # " ;# !) 1ก*(* /4 #"-/@" *,2'+!+ก#" ก"*/?)/"*3"- * /*!" (7 " ก"* !) <+ , ก #ก%4;A-; %ก([<4%3< " .
  • 15. Knowledge Management 15 • CoP (7 ก 'ก ) ก"*' # #!" " #"-*.! !" "3%# -"กก#"ก"**#4*#- #"-*.! $?)/ -)4 !:.!)? • CoP (7 *?) ) ก"* * *.! $?) (7 @" " ก 56 -< ; * *.!#" 2 @" " ) " '* *?) * *.! 3 *?) (7 "-G**- • ก"* (7 /-";<ก ) CoP ?) -/# *#- ;A-; %6 ) " - #"- -" • CoP #* ;?)- ก%4 (k" -" %ก ) ) 1ก* " . ) ก"*([<4%3< ;A-; %ก([<4%3< *?) P CoP -" B5 ก"*ก* @" 4*<4 >$" 2.% Z ก U.( . (7 : 2"กก"* * *.! '+! ก Ž /< (*"กP;%+ 2! : *?) -?) )ก/"* H"$ %กJ 1 /%9 %กJ 1 4 4" ;%+ 2 ก ‡1 ก@" +'#! กP !)4% %4 /%99" Ž /< '-(*"กP;%+ 2! : #"-/%-$% G1 กP ก ‡1 2 #"- % *.! ก"**%4*.! #"-)) ' # #"- !" 2 /--3<" -A--) =5 (7 )-*%4 %#'( ก U.( . .- 2.% ( ( '-'+! + #ก% ก,'-)"2 ( ( '+! " F +!# @"/% *?) กP* 4 4 6 - % ก =5 -(* /4ก"* 1 2 (7 (* ; 1ก%4 *" $#ก " 3,- 2 2 4 (8 (* /4ก"* 1 %6 !:.!)? *" 3,- 2 2 ;# $#ก " *"/"-"*B ! "$#ก "'+!$4 -!2 '-*.!2%ก$#ก " G**-;"3< ) CoP % ก !ก (# ) CoP 2@" # -"ก %4=!) ก% ) . . " '(ก%4 * /*!" (7 " ก"* ) ) 1ก* ( . 7 % CoP '-- #"-;%+ 2 #" *<-3! -?)'* /<6 /A+ -?)'* 56 ก%4 #"-$*!)- )ก"/ -" /@" *%4ก"* * *.! ! 4 CoP ! #"-/ 22 ( '(3"- #"-3!) ก"* #"-/ 2 ) /-";<ก ก"*/ %4/ A CoP U.( . CoP /-?) *%$ 1/< ) ) 1ก* !ก"*/ %4/ A *%$ "ก* !)-. "#/"* +. (k" -" !/)+ !) ก%4) 1ก* 2% 2 . ก 2 ) % CoP +!# ก"* )-*%4: " ก<+ 56 2"กก A- '- (7 " ก"* +5 ;A-; !"-"*#- ก% @" " ! 5ก=56 < 56 )ก % % ก [ 7 % ;?)-3)ก% / /*<- !-2A+ ? -" /- -/# 3) #"-/@" *,2 ) ) 1ก* 2% 2 . -+) CoP * *.!2"กH" ก A- 2"กก A-)? F +. #" ก #ก7 % % ก -/# ก"*/ %4/ A CoP 2% 2 . ก ,) ก , "(( ;?)-3) %# %6 ) 1ก* -A--) 3)ก"* * *.! ก ,) (7 /# 5 ) ก"*([<4%3< 3 *"-%ก2 -) '- , #" ก<+ก"* * *.!+ 56 ก " ก ,)'-'+! ก<+2"กก"*+. )ก/"* ) )? 3 ก<+2"กก"* @" #"- !" 2 3**ก *?)
  • 16. Knowledge Management 16 #<G <+ ) )? 2 2 ;# ! *" ก ( #"- !" 2 #"- <+ก% '+!ก#!" #" 56 3 %# 2 ) ก"* ก ( ?) #"-/ 2*#-ก% / 2 #"- <+ ) ก% ก% /*!" ;A-; =5 ;?) 2ก% ก"* " )ก"/ * *.! B!"-(89 " ก #ก%4ก"* * *.! !-) " 44 : / /" 3A ) ก"*-/# *#- ก"* ก3%# ) /-";<ก -?)-ก"* / ,)# - )- ( .( 6 *?)-ก"*/ :" !)-. "#/"*'( % )ก !# " 5 !3<+3"- * *.!ก"*(*%4 ( #"- !" 2 "+ ?) ก"* : #"- -" - ( ,)ก ก. 7M ) #<G([<4%3< -F 'ก .'ก 3" ก ,) 7 (7 % CoP ก,- #"-/@" %9 '+! ก ก"*+5 +.+/-";<ก - ก"*3)4/ ) /< ก* 3A! 2"ก H" )ก ก"*-([</%-$% G1ก%4;A-; )? F !) #** #% #"-$ " "- 2 ,) ]% ก -" !"'#! %กJ ) )ก/"* )"22 ก) ! ก<+: / -"กก#" : + ก<+ (7 ) !)-. "#/"* '- ;! /A+ !" ก, % 3!) ก"* #"-;# ?) *?) (* /4ก"* 1 2"ก $?) *#- " -+) ก ,) ก !;<+ก%4ก"*([<4%3< !-"ก /A+ ) "+# #-3%# 2 /ก%+ #"-*.! #"-*.!2"ก CoP *?) ( #"-*.!2"ก CoP '( (7 %ก/.3* $?)ก"*QRก)4*- " . ( ( 2"กก"* ก,4 ก # #"-*.! '(/.ก"* ;?)-3)* #" 4A ) "/*!" !) /-A+ 3,- '(+!# )ก/"* !/*!" 4%3**" ;?)4A (card catalog) $?);# ก"* ;?)-3)* #" 4A 3)4A (822% /. #"-/@" *,2 ก A- '- (7 " ก"* (7 /< ก<+ + G**-;"3<) . !# ) 1ก* - %กJ ) /< -;#<3 3<4 3 56 -?) (7 (* / 1 ) /-";<ก ก"* 2 !- A "3)) 1ก* 2 3!) '+!*%4ก"* $" 4- +. +!# #"-* -%+* #% ก"*/ %4/ A -" ก< '( )"22 @" !'- (7 / 22"ก/-";<ก ก"*( ) ( ก,)"22 @" ! * ก*, # >" #"- !" " 6 3ก3" 2"ก(822% 3" F :.! @") 1ก* (* /4 #"- !" " /@" *%4 CoP (89 "/@" %9 ) ;A-; ก@" % 3<4 3 ?) ก"* /-";<ก/.9 / #"-/ 2 ( ) !:.!(* /" " *%4:<+;)4'( + # -?):.!(* /" " % '( @" " )? ;A-; ก, -/ " (89 "/@" %9 ) ;A-; (* /4 #"-/@" *,2 ?) ก"* / 2) . 3 #"-/@" *,2 ) 3 ) !) / ) 3)'( 6 2 ;# *%กJ"$ % ) ;A-; ! ก<+ #"-3) ?) @" /-";<ก - !"-"*#- -A '( (* +, - - . Z,) / % . =5 (7 )-*%4 !"-"*#- 3 *<- *ก $?)/*!" $ % ! ก;A-; -+) 3( !ก $?) ก ( #"- <+ $?)/*!" #"-3? 3%# #"-'#! ?6) ;?) 2 #"-*.!/5ก*#- 2% 2 . ก . * #" /-";<ก ) ;A-; M%ก "ก "74%7 '-2@" (7 #"/-";<ก Aก 2 -/# *#-) " " -ก% / %4/ A ก A- ก +!# ก"* ! (7 *%4*.! ) ;A-; '-*4ก# # " $<--"ก (7 $< 0J #"- !" " +!" < / -+)ก . ก -+)7) , " !ก 7) ^% [ 6 %% ; ก"* ;! Software computer ;! " A! #"- !" " /@" *%4/-";<ก /< - A "-"ก ) ;A-; ?) ก"**#-ก% ก!(89 " 3ก"*)H<(*" (89 ") " (j+)ก #"- <+ % '-/Aก )-+ *?) <++% F (* ;A- (7 /< '- ;G**-;"3< ) *"
  • 17. Knowledge Management 17 #"- !" " ) /-";<ก /@" %9 ?) ก"*$.+B5 (89 " ) 3 ) 3) !":.! 2@" # -"ก *"'-*.!2%ก 2 ) % 2 (* +, > 4 - !/-";<ก)"#A /=5 )-*%4 (7 :.! ) #"-;# ?) ":.! - ก5• '(*#-) . # :.!(* /" " ;# ก* 3A! !)G<4" %ก <+ ) !) / ) $?) !/-";<ก)H<(*" '( /--3<" ;! ?)ก ก"*/*!" #"-'#! ?6) ;?) 2 ก A- "+ ,ก 2-3 )"2 ;! (7 2A+ *<-3! /@" *%4ก"* /*!" ;A-; '+! 3"- < "- ) DOPA KM Team '+!ก "#'#!#" CoP (7 ก A- -"*#-3%#ก% ) " '- (7 " ก"* - #%3BA(* / 1 $?) ก ( * *.! /*!" ) 1 #"-*.! - F $?);# !ก"* @" " -(* /< G<: + 56 /# 9ก"**#-3%#ก% %กJ 6-%ก2 -"2"ก ) . ก A- " + #ก% *?)- #"-/ 2 *?) + *?) 5 *#-ก% =5 #"-'#!#" 2 #"- ;?)-% ก"* ก ( !)-. * #" ก% 2 (7 /< /@" %9 Cop 2 - #"- 3ก3" 2"กก"* 4A -"*#-ก A-ก% (7 -([<4%3< " (ก3< %#'(3* Cop (7 ก"* *#-3%#ก% ) " /-% * 2 (7 ก"* ;?)- /-";<ก !"+!# ก% + ก<2ก**- " /% - '-'+!-ก"*-)4 -" /% ก"* (7 ก"* >$" 2 ?)ก @" %# !) *?) *?) / 2*#-ก% " %6 #"-*.! '+!2"กก"* ก ( ก A- CoP 2 $%& " (7 ) 1 #"-*.! (7 (* ; 13)ก"*$%& "ก"* @" " ) 4A ) 1ก*3)'( 2"กก"* ก ( * *.!H" ก A-) " '- (7 " ก"* "-ก " 4** "ก"0 44/4" F (* ก)4ก%4ก"* ;! < * ก#"/A */ " (Dialogue) =5 (7 ก"*/ " "*$ #"- <+ , ) :.!$.+ ! ก *3<ก% ! )ก"/ก% '-$ " "- %+ #" #"- <+ * ก%4*%4‰8 :.!)? $.+) " 3%6 )ก3%6 2 (Deep Listening) ก ก ก % . "+%ก ,) (Cop) / % . 2"กก"* ก*-ก"*(ก *) '+!*%4 #"-'#!#" 22"กก* *# - "+' *%4" -)4 -" ! (7 H" /# %ก ก"*([<4%3<H"*ก<2 /@" %9* +%4;"3<3) ?) 2"ก)+32 B5 (822A4% ; ก"**%กJ" #"--% H" ก"* ก!' (89 " "/$3<+ก"*4.* "ก"* ก!' (89 " #"- "ก2 (7 3! /+ B5 ก"*-4A "ก* (7 o A " /% -p ) . (7 $?6 " ) 1ก* ก*-ก"*(ก *) 25 '+!/ /*<- !-ก"*2%+ก"* #"-*.! $?);# !ก"* @" " -(* /< G<H"$ ก<+(* /< G<: *.( ) ก"*2%+;A-; ก"* * *.! 56 + @"*) #< " % ก"*(ก *) ก) * ก#" o * ก"*;A-; ก"* * *.! ( CoP ) #< " % ก"*(ก *) p + -#%3BA(* / 1 9 F 3 (* ก"* ?) (1) @" UJ[ก"*2%+ก"*) 1 #"-*.! ( KM ) -"/.ก"*([<4%3< ! ก<+(* ; 1 กก"*([<4%3< " 2*< (2) $?)ก* 3A! ! ก<+ก"*/?)/"* %#) 1ก* ( Communication ) +!" ก"*2%+ก"*) 1 #"-*.! (3) $?) $<-$. (* /4ก"* 1 ก"* ;! *?) -?) CoP ก* 4# ก"* KM /@" *%4 # " +@" < ก"* ก@" +'#! +% 6 3.1 ก"*(* ;"/%-$% G1H" ) 1ก*
  • 18. Knowledge Management 18 3.2 @" % /?) # ;<9;# !"*";ก"* .ก2!" *#- (7 /-";<ก;A-; ก"* * *.! 3.3 ;<9/-";<ก(* ;A-(*5กJ" "*?) *#- <+ *#- @"ก<2ก**-ก"* ก ( * *.! #"-*.!3"- %# !) ) . #"-/ 2 ) /-";<ก 3.4 (* /" " *?) /B" (* /" " 4A " GA*ก"*)? 3.5 2%+ !-ก"* ก ( * *.! 4** "ก"0 '- (7 " ก"* 3.6 2%+ @"/*A(ก"* /# " ) CoP $?) : $* 2%+ก<2ก**- ก* 3A! / /*<- (7 * F 3.7 3<+3"-(* -< : ก"*+@" < ก"* *" " * ก"*;A-; ก"* * *.!+% ก "# 2 3!) - #"-)+ ;! # "*#-B5 ก"*ก* 3A! / /*<- ! ก@" % 22"ก:.!4% %44%9;" + >$" ) " < * *ก F ก, 2 3!) !-ก"*+@" < ก"* * # " 5 !#3<+3"-(* -< : $?) @"ก"*05กJ": ก<+ 56 3)'( ( 2 ;A-; ก"* * *.! (CoP) (7 ก<2ก**- *<-3! )กก<2ก**- 5 ก* 4# ก"* KM -ก<2ก**- " (* ก"* 2 3!) +@" < ก"* %6 /# )"2 * ก#" (7 -<3< ) ก"*4% %4 /# (7 -<3< ) ก"*/ /*<- /# (7 -<3<ก"*4% %4 ?) ก"* 2 3!) +@" < ก"* KM " 3%#;6#%+ (7 $% G /%99" ก*-ก"* (ก *) '+!2%+ @"'#! @"*%4*) ก"*([<4%3<*";ก"*(* 2@"(a 4(* -" 2549 ก%4 /@" %ก " ก.$.*. !/@" *,2 ?) ก"*+@" < ก"* /# ก " ) Aก/@" %ก/ก) 3"- : ([<4%3<ก"*ก"*2%+ก"* #"-*.! (KM Action Plan) ก%4ก"*+@" < ก"* /# H.-<H" ) )@" H)/ก< )@" H) ก"* @" !)@" H)/ก< )@" H) (7 0. 1ก " ) 1 #"-*.! $?)ก"* ก!' (89 " #"- "ก2 ;< 4.* "ก"* $?6 (7 (* ; 1 ก Aก QŠ" ก # !) + )@" H)/ก< )@" H) 2 3!) 2%+ @": /@" *,2ก"* ก!' (89 " #"- "ก2 ;< 4.* "ก"* $?6 2@" # 1 *?) $?) : $*3<+'#! 032.)@" H)/ก< )@" H) 4% 5ก'#! #,4'=31 ) 2% #%+ ก*-ก"*(ก *) /# (7 -<3< ) ก"*/ /*<- ?) ก"*+@" < ก"* KM " (7 3%# %4 ?) ) 1ก* /. #"--(* /< G<H"$ (* /< G<: @" !- #"-/"-"*B ;< % /. /A+ 4A "ก* ) ก*-ก"* (ก *) B?)'+!#" (7 o A " /% -p - #"-/@" %9 < 3)ก"* +< " '(/. (k" -" KM +% ก "# ก"*05กJ" * *.! *?) KM ก"*-/# *#-) " , % ก<2ก**- KM 3" F %6 /# ก " /# H.-<H" 2 @" ! ก<+/%-U G<Y: ก%4 " +!" ก"*2%+ก"* #"-*.! ก*-(ก *) *%4:<+;)4 ; + #ก%4 " )? F :" !"-" /@" *,2: +!# + ก%4 %6 ก<+ A "(* ; 1 ก$ !) (* ;"; ;"3< 4!" -?) '($*!)-ก% (7 )-*%4 '+! ก<+ #"-'#!#" 22"ก*%4" Aก*%4" /-)-" ก %4 56 !" 4 6M / ก. !2
  • 19. Knowledge Management 19 2/ / . ก ก ,) 1. Z,)( .+ 2,%2 (CEO) /@" *%4# ก"*2%+ก"* #"-*.! B!":.!4*< "*/. /A+ (7 ;- (a• ( , A " +@" < ก"*: %ก+% KM) *?) #" "ก %6 " ก, " 56 :.!4*< "*/. /A+ #* (7 :.!*< *<-ก<2ก**-2%+ก"* #"-*.! + ก@" +3%#4A 2 @" !" o A )?6) (* 44)p ) KM =5 #* (7 :.!4*< "** +%4/. ; *) )G<4+, *) :.!)@" # ก"* 9 2. 6M (Chief Knowledge Officer, CKO) B!"ก"**< *<--"2"ก:.!4*< "*/. /A+ o A )?6)p ก,/4" '( ( " 5 3B!"ก"**< *<- !2*< '-'+!-"2"ก:.!4*< "*/. /A+ 4 4" *ก ) o A )?6)p ก, ?) @" (k" -" / %# ( " '( " :.!4*< "*/. /A+ !:.!4*< "*/. /A+ก " (7 2!" ) o %#( "p !'+! 4 4" 3)'( ) o A )?6)p ?) ก"* " o A )@" # p *#-ก%4 o A )@" # p 2%+ !-ก"*ก@" + o (k" -" / %#( "p * +%4 ) F ) o A ก<2/:.!([<4%3< " p, ) ;?)- o %#( "p !"ก%4#</% %0 1 $% Gก<2 (k" -" A G0"/3*1 ) ) 1ก*, 2%+ 4** "ก"0 #*"4 ก"*4*< "* " 44 )?6))@" "2 (Empowerment), *#- Share %กJ ก"* * *.! ก ( * *.! $?)(* ; 1 ก"*+@" < ก"*2%+ก"* #"-*.! + 3* $?) /+ ! o A ก<2p , A " ) %กJ +% ก "#, 2%+/** *%$ "ก*/@" *%4 ;! ก<2ก**-2%+ก"* #"-*.! $*!)- ) ;?)- ก"*2%+ก"* #"-*.! !"ก%4ก<2ก**-/*!" /** 1)? F %6 H" )ก) 1ก*, 3<+3"- #"- ?) ' # ) ก"*+@" < ก"* ! @" @"4" *?) /+ " ;? ;- #"-/@" *,2 )"22%+ !-ก"* ก ) : /@" *,2 !*" #% )"2 '- ! /< ) 3 ! ก"*/*!" #"-H" H.-< 2 #"-/@" *,2 3. / (Knowledge Facilitator , KF) (7 :.! ) )@" # #"-/ +#ก ก"*2%+ก"* #"-*.! #"-/@" %9 ) o A )@" # p ) . ก"* (7 %ก2A+(* ก" #"- <+ ก"* (7 %ก ;?)- + 3!) ;?)- * #" :.!([<4%3< (o A ก<2p) ก%4:.!4*< "* (o A )?6)p), ;?)- * #" o A ก<2p 3" ก A-H" ) 1ก*, ;?)- ก"*2%+ก"* #"-*.!H" ) 1ก* ก%4H" )ก) 1ก* + !" o A )@" # p #* @" ?) - *#-ก%4 o A )?6)p 2%+ !-ก"*ก@" + o %#( "p ) o A ก<2p )"22%+ o- ก**- %#( "p $?)/*!" #"- (7 2!" ) o %#( "p - 2%+3 "+ %+ #"-*.! $?) ! A ก<2 @" #"-/@" *,2-" ก ( * *.! B)+ #"-*.!))ก-"2"ก#<G @" " @"'(/. #"-/@" *,2 %6 $?)ก"*4** A o %#( "p - 2%+ก"*+. " *?)ก<2ก**- o ;<9 $?) -";# p (Peer Assist) $?) !4** A o %#( "p '+! " *?) *,# 56 + :.! %6 2 ) .H" *?) )ก) 1ก*ก,'+! * *.!#<G @" " 2"ก " ;<9 "-" " *?)/"G<3 - 2%+$?6 /-?) /@" *%4ก"* ก ( * *.! /@" *%4 ก,4*#4*#- A- #"-*.! '+! ; ;! ก"*/?)/"* /"*/ 0=5 *#- %6 #,4'=31 #,44)*1+ #,44 ,)ก )< *" ,3 2+ -" "# (7 3! - / /*<- ! ก<+;A-; #([<4%3< (CoP-Community of Practice) *?) (7 #"-*.! *?) (7 %# 2 ก"*4** A (k" -" %ก ) ) 1ก* - ;?)- ก"*+@" < ก"*2%+ก"* #"-*.! ) ) 1ก* ก%4 ก<2ก**-2%+ก"* #"-*.!H" )ก $?)/*!" #"- 5ก %ก $?) ก ( * *.!ก%4H" )ก 4. ก. (Knowledge Pracititoner, KP) o A ก<2p *?):.!([<4%3< " (7 $* )ก *?) " )ก3%#2*< ) ก"*2%+ก"* #"-*.! $*" (7 :.!+@" < ก<2ก**-2%+ก"* #"-*.!(* -" *!) 90-95 ) %6 -+ o A ก<2p (7 2!" ) o %#( "p + !2*< (7 :.! - #"-*.! (Explicit Knowledge) (7 :.! 3!) -" ก ( * *.!
  • 20. Knowledge Management 20 ;! " /*!" ( #"-*.! $?)ก"*([<4%3< !4** AB5 o (k" -" / %#( "p 3%6 '#! 5. !2 (Network Manager) (7 :.! ) (* /" ;?)- *?) " ก"*2%+ก"* #"-*.!* #" # " ! ก<+ก"* ก ( * *.! # ก#!" 56 ก<+$ % *#--?) " *?) " ก"* * *.! ก* +%4 #"-*.! 44 # .
  • 21. Knowledge Management 21 ก %4 56 !" 4 % ,) #"-*.!2"ก !) 4** " http://www.dopa.go.th/iad/subject/lo_iad.html ก %4 56 !" 4 5 H. / KM Knowledge resides in the users and not in the collection. ,) ,- Z,)- ) # - ,- "+ % ,) (Y. Maholtra) KM is a Journey, not a destination. ก ก ,) [ ก . % # - N + % (Warick Holder, IBM, 20 Nov 2003, Chiangmai) A little knowledge that acts is worth more than much knowledge that is idle. ,) 3 % 4ก ) 36 U.( . กก ,) + , e f (Kahlil Gibran) Knowledge is a key asset, but it is often tacit and private. ,) [ 2. 3 2/ " ( M% ,) [ 2.%]% ก" ! [ 2. 3 2 ( Knowledge is not what you know, but is what you do. ,)# - 3 %ก ,) " [ ก ก ! /
  • 22. Knowledge Management 22 Successful knowledge transfer involes neither computers nor documents but rather interactions between people. ก ^ ,)2/ 4 # )# - 6 % ก ก( 3. + 6 ก2 " [ 6 %7 % U.2 3 j !+ % (Mason & Mitroff, 1973) Shift from error avoidance to error detection and correction % กก + ก % Z. 3 # 2,ก ) + Z. 3 " !"ก)#7