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complicated world. IBM System Journal Vol. 42 No. 3, 2003.
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12. Knowledge Management 12
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13. Knowledge Management 13
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14. Knowledge Management 14
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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"/
* *.!
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* *.!ก"*(*%4 ( #"- !" 2 "+ ?) ก"* : #"- -" -
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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 $?) *#- "
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( #"-*.!2"ก CoP '( (7 %ก/.3* $?)ก"*QRก)4*-
" . ( ( 2"กก"* ก,4 ก # #"-*.! '(/.ก"* ;?)-3)* #" 4A ) "/*!" !) /-A+ 3,-
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ก"*/ %4/ A -" ก< '( )"22 @" !'- (7 / 22"ก/-";<ก ก"*( ) ( ก,)"22 @" ! * ก*,
# >" #"- !" " 6 3ก3" 2"ก(822% 3" F :.! @") 1ก* (* /4 #"- !" " /@" *%4 CoP (89 "/@" %9
) ;A-; ก@" % 3<4 3 ?) ก"* /-";<ก/.9 / #"-/ 2 ( ) !:.!(* /" " *%4:<+;)4'( + #
-?):.!(* /" " % '( @" " )? ;A-; ก, -/ " (89 "/@" %9 ) ;A-; (* /4 #"-/@" *,2 ?) ก"*
/ 2) . 3 #"-/@" *,2 ) 3 ) !) / ) 3)'( 6 2 ;# *%กJ"$ % ) ;A-; ! ก<+ #"-3) ?) @"
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2% 2 . ก . * #" /-";<ก ) ;A-;
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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) / % .
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(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"*(* ;"/%-$% G1H" ) 1ก*
18. Knowledge Management 18
3.2 @" % /?) # ;<9;# !"*";ก"* .ก2!" *#- (7 /-";<ก;A-; ก"* * *.!
3.3 ;<9/-";<ก(* ;A-(*5กJ" "*?) *#- <+ *#- @"ก<2ก**-ก"* ก ( * *.! #"-*.!3"-
%# !) ) . #"-/ 2 ) /-";<ก
3.4 (* /" " *?) /B" (* /" " 4A " GA*ก"*)?
3.5 2%+ !-ก"* ก ( * *.! 4** "ก"0 '- (7 " ก"*
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3.7 3<+3"-(* -< : ก"*+@" < ก"* *" "
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ก@" % 22"ก:.!4% %44%9;" + >$" ) " < * *ก F ก, 2 3!) !-ก"*+@" < ก"* * # " 5
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?) ก"*+@" < ก"* /# ก " ) Aก/@" %ก/ก) 3"- : ([<4%3<ก"*ก"*2%+ก"*
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)@" H) (7 0. 1ก " ) 1 #"-*.! $?)ก"* ก!' (89 " #"- "ก2 ;< 4.* "ก"* $?6 (7 (* ; 1 ก Aก
QŠ" ก # !) + )@" H)/ก< )@" H) 2 3!) 2%+ @": /@" *,2ก"* ก!' (89 " #"- "ก2 ;< 4.* "ก"*
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KM +% ก "# ก"*05กJ" * *.! *?) KM ก"*-/# *#-) " , % ก<2ก**- KM 3" F %6
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19. Knowledge Management 19
2/ / . ก ก ,)
1. Z,)( .+ 2,%2 (CEO) /@" *%4# ก"*2%+ก"* #"-*.! B!":.!4*< "*/. /A+ (7 ;- (a• ( , A "
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( " 5 3B!"ก"**< *<- !2*< '-'+!-"2"ก:.!4*< "*/. /A+ 4 4" *ก ) o A )?6)p ก, ?) @" (k" -" / %#
( " '( " :.!4*< "*/. /A+ !:.!4*< "*/. /A+ก " (7 2!" ) o %#( "p !'+! 4 4" 3)'( ) o A )?6)p ?)
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) %กJ +% ก "#, 2%+/** *%$ "ก*/@" *%4 ;! ก<2ก**-2%+ก"* #"-*.! $*!)- ) ;?)- ก"*2%+ก"* #"-*.!
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@" " @"'(/. #"-/@" *,2 %6 $?)ก"*4** A o %#( "p - 2%+ก"*+. " *?)ก<2ก**- o ;<9 $?) -";# p (Peer
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20. Knowledge Management 20
;! " /*!" ( #"-*.! $?)ก"*([<4%3< !4** AB5 o (k" -" / %#( "p 3%6 '#!
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21. Knowledge Management 21
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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.
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Knowledge is not what you know, but is what you do.
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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
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