Академический Документы
Профессиональный Документы
Культура Документы
5 ...
RE-THINKING THE FUTURE, RE-IMAGINE!, AS
THE FUTURE CATCHES YOU, WORLD OUT OF BALANCE MAKING STRATEGY
WORK
...
(Self-Learning Tool
Kits)
...
( )
...
2548
Knowledge Management
: ,
, ,
,
: ISBN 974-9871-27-8
: 2548
: .
: 1,500
: 128
: ..
.
: Dr.Christopher Lee Johnson
: Bangkok & Design Group
59
10300
0-2356-9999
: opdc@opdc.go.th
www.opdc.go.th
: . (1996)
882-882/2 .12 170
. 3 10510
0-2517-9953, 0-2517-5045
0-2917-7356
Knowledge Management
1
2
3
4
5
6
7
8
11
17
19
59
81
99
107
115
Knowledge Management
...
...
Knowledge Management ()
(Self-Learning Tool Kits)
(Adult Learning) Kolb Bloom
(Blooms Taxonomy of Learning)
Knowledge Management
(User)
, ,
, ...
(Making
Strategy Work) /
/
Flow Chart
(Case Study)
Knowledge Management
(Books References)
(Web References)
(Key Point)
(Test)
(Work Sheets)
(Case Study)
(Example)
(Exercise)
(Recommendation)
(Lets Think)
(Checklist)
Knowledge Management
...
. .
.
10
Knowledge Management
...............
...............
...............
...............
...............
...............
...............
...............
Knowledge Management
11
(Knowledge Process)
3
12
Knowledge Management
Knowledge Management
13
50%
70%
80%
90%
: The Cap Gemini Emst & Young
60%
14
Knowledge Management
100%
90%
70%
80%
60%
50%
40%
30%
20%
10%
0%
76.0%
71.0%
52.0%
23.0%
Knowledge Management
21.0%
15
16
Knowledge Management
3
( )
() 3
(Action Plan)
Knowledge Management
17
3.
3.1
3.2
3.3
4.
4.1 ()
4.2 ()
5.
5.1
5.2 KM
5.3
6.
7.
8.
18
Knowledge Management
3.1
( ..)
(Hideo Yamazaki)
Knowledge Management
19
(Knowledge)
(Information)
(Data)
(Ref: BDO Chartered Accountants & Advisors)
20
Knowledge Management
2
1. (Tacit Knowledge)
2. (Explicit Knowledge)
2
(Tacit) (Explicit)
80:20
20%
80%
(Explicit Knowledge)
Knowledge)
(Explicit
(Tacit Knowl
edge)
(Tacit
Knowledge)
Tomoshiroro Takanashi
Takanashi
Tomohi
Knowledge Management
21
2
(Knowledge Spiral) SECI
Model
(Tacit Knowledge)
(Tacit Knowledge)
EXTERNALIZATION(Expl
icit Knowledge)
SOCIALIZATION
COMBINATION
INTERNALIZATION
(Explicit Knowledge)
??
22
Knowledge Management
1. Socialization
2. Externalization
3. Combination
4. Internalization
ASHEN
Artifacts :
Skills :
Heuristics :
Experience :
Natural Talent :
Knowledge Management
23
Dave Snowden
Artifacts
Skil s
Heuristics
Experience
Natural Talent
Ryoko Toyama
??
24
Knowledge Management
World Bank
European Foundation for Quality Management System :
EFQM
-
-
-
-
Knowledge Management
25
1 20
??
2 2538
2
SECI Model Ikujiro Nonaka
SECI
Model
3
3 (Complex
Adaptive System)
26
Knowledge Management
Benchmarking
Benchmarking
(Learning Organization)
Knowledge Management
27
:
2
28
Knowledge Management
3.2
(Framework)
(KM Framework)
Prescriptive
Bonnie RubenstaeinMontano
Prescriptive
1.
2. (Knowledge Creation
and Acquisition)
3. (Knowledge Organization)
4. (Knowledge Codification and Refinement)
Knowledge Management
29
5. (Knowledge Access)
6. (Knowledge
Sharing)
7. (Learning)
30
KPMG
Acquisition
Indexing
Filtering
Linking
Knowledge Management
Distribution
Application
Web
pages (
) Web pages
Descriptive
Cara ODell
3
1.
2.
3. (4 )
Descriptive
Knowledge Management
31
4.
2.
3.
32
1.
Knowledge Management
4
4
1. :
2. :
3. :
4. :
Knowledge Management
33
Prescriptive descriptive
1.
2.
3.
-
-
-
-
Arthur Anderson APQC
34
Knowledge Management
Singapore Productivity and Standard Boars (PSB)
2
Knowledge Driver
Leadership Strategy
Learn
Measure
And
Monitor
Generate
- identify
- create
- acquire
Represent
- organise
- codify
- add value
Access
- store
- distribute
Transfer
- share
- learn
Knowledge
Outcomes
Culture
Technology
Knowledge Infrastructure
Knowledge Management
35
- Generate
- Represent
- Access
- Transfer
GREAT
(Enablers)
GREAT
4
-
-
-
-
36
Knowledge Management
PSB
Knowledge Management
37
3.3 ( KM)
Xerox
Corporation
(Learning)
(Measurements)
(Desired State)
(Process Tools)
(Communication)
38
Knowledge Management
( CQI )
Best Practices
6
1.
Self Assessment Toolkit Rajan, A. et al.
(1999)
.
Transition and Behavior Management
1.
6
2.
3.
4.
Knowledge Management
39
(, ,
(Role Model)
40
1.
2.
3.
4.
KM
5.
3
6.
7. " "
6
8.
9.
1. "
"
2.
4
3.
4.
1
5.
Knowledge Management
2.
3
.
Communication
/
- CQI
-KM Day
- KM Quality Fair
-
-
Website KM
KM Call Center
Knowledge Management
1. ""
2.
3.
4. ""
5.
6.
7.
41
3.
2 Tacit
Explicit ( 2)
(Community of Practice;
CoP)
42
Knowledge Management
.
Process and Tools
CQI
CQI
1. CQI 2543-2545
2.
3. CQI
4. CQI
5.
6. CQI
CQI
7. CQI
8.
CQI CQI
(CoP)
1.
2.
3.
CoP
4.
""
5.
(Community of
Practice CoP)
CQI CoP
1
1. //
CQI
2. CoP
3. CoP
4.
CoP
1.
2.
3.
4. /
Knowledge Management
43
4.
Web-based Training
.
Learning
- KM Website
-
- Soft Learning
44
1.
2.
3.
4.
Knowledge Management
5.
Department of the Navy (DON)
3
1.
2.
3.
Knowledge Management
45
.
Measurements
1.
2.
3. /
4.
5.
6.
6.
46
Knowledge Management
.
Recognition and Reward
1.
2. /
3.
4.
5.
6.
7. CQI
Knowledge Management
47
7
1. (Knowledge Identification)
(Knowledge Mapping)
2. (Knowledge Creation and
Acquisition)
48
Knowledge Management
3. (Knowledge Organization)
/
/
4.
(Knowledge Codification and Refinement)
Knowledge Management
49
??
5. (Knowledge Access)
1. Push () /
50
Knowledge Management
2. Pull ()
/
/
Push Pull /
6. (Knowledge Access)
Explicit
CoP
Tacit
1.
2. Innovation & Quality Circles (IQCs)
3. Community of Practice CoP
4. (Mentoring System)
5. (Job Rotation)
(Secondment)
6. (Knowledge Forum)
7. (Knowledge Access)
Knowledge Management
51
Peter Senge
52
Knowledge Management
??
1)
2)
Knowledge Management
53
3)
Knowledge Portal
4)
54
Knowledge Management
5)
Knowledge Management
55
KM
3 KM
56
Knowledge Management
KM 3
Knowledge Management
57
58
Knowledge Management
4
KM
4.1 ()
Spansion (Thailand)
()
(Memory Devices)
IC
4 Spansion
Spansion 1,400
Nor Flash
(PDA),
GPS, (Media memory)
Knowledge Management
59
Spansion
(People are
our most important asset.)
Spansion
(Total Continous Process Improvement and Innovation TCPI2)
Total Statistical
Process Control
(TSPC)
Total Employee
Involvement (TEI)
Error Free
Performance (EFP)
60
Advance
Manufacturing
Technology (AMT)
Just in Time
Manufacturing (JIT)
Benchmarking
(BM)
Total Productive
Maintenance
(TPM)
Total Supplier
Quality (TSQ)
Knowledge Management
(Knowledge is
Power) Spansion University
(Employee Development Center EDC)
Total Continous Education (TCE)
(Values) Spansion
Spansion
Knowledge Management
61
1. (TCPI 2
projects)
2. (Engineering
project presentation)
3. (Department presentation)
4. (Training materials)
5. (Patents)
6. (Publication)
7. (Knowledge from Vendors)
Community of Practice
(CoP)
Phase I
KM Focus in
4 Dimensions
Strength in IT
Language isn't barrier
All can be leader
Functional expertise
62
Knowledge
Management
KM
Phase II
Knowledge Sharing
Society
Knowledge On-line
Knowledge Management
()
Communication
Transition
Measurements
Recognition &
Rewards
Learning
Behavior Management
Knowledge Management
63
2. (Behavior Management)
Knowledge identification
Knowledge utilization
64
Knowledge Management
- Knowledge retention
Communication
3.
2
-
-
- Dialog
-
- on/off site
-
- - E-mail
- (KM Week)
- Webpage
Process and Tools
4. Knowledge Portal
(Web-based Environments)
Knowledge Portal
-
-
Knowledge Management
65
-
-
-
-
Knowledge Portral 2
- E-Library E-Library
Web Page
Inter-library
Net meeting
Learning
5.
Training Roadmap
Trainer and Mentor
6.
Measurements
7. 3
(System Perfomance Phase)
Knowledge Portral
66
Knowledge Management
System Performance
- Hit rate
- IP Counting
-
- Knowledge Portral
-
(Output Perfomance Phase)
- (MTS)
-
-
-
- TCPI2
- (Error
free projects)
-
(Outcome Perfomance Phase)
(Return on Knowledge : ROK)
Knowledge Management
67
Recognition and Reward
8.
1.
2.
3.
4. IT
Knowledge Portal
68
Knowledge Management
4.2 ()
() ()
(Communications Solutions Provider and Lifestyle Enabler)
.
26,000
.
1.9
2546 (Disclosure Report Award 2003)
2545 Euro
Money
.. 2536
TRUE
Knowledge Management
69
Customer
Management
(Explicit)
(Tacit)
Cross function
(Two-way
communication)
(Role Model)
70
Knowledge Management
-
- KM community
-
( ) Desired State (A Living Community)
Critical Success Factors ( /)
-
Knowledge sharing, Team Briefing, KM Activities/ Big event,
KM web, KM Logo
Knowledge Management
71
Communication
2.
, Poster,
E-mail, Public folder, Live Broadcast, E-Card, Paper card
Process and Tools
3.
(Centralized knowledge) KM
Web
- Knowledge Organization
- News- Promotion
- Web board- Activities
- Web link- Search
- Ask Expert
- Post announcement , etc.
72
Knowledge Management
e Man
ledg age
ment
Know
Identification
of Knowledge Need
Collection of
Knowledge
Sharing of
Knowledge
Knowledge
update
Creation of
Knowledge
Training / Learning
4.
Team buddy,
Team briefing, Knowledge sharing session, E-learning,
E-book, Class Training, Intranet ,
KM corner, Seminar/Public Training, Site Visit
Knowledge Management
73
Measurements
5.
KM Game
74
Knowledge Management
1. (Culture change)
-
-
-
-
-
Knowledge Management
75
2. (Communication)
3. (Process and Tools)
-
-
-
Garbage-in Garbage
out
-
-
-
- KM Technology
76
Knowledge Management
4. / (Training/Learning)
-
- (Self-learning)
-
E-learning
-
-
Self-learning
5. (Measurement)
Knowledge Management
77
6. (Recognition and
Rewards)
Selfrewarding
People :
-
78
Knowledge Management
Process
-
CoP (Community of Practice)
Learning Organization
Best Practice
Technology Enhancement
Knowledge Management
79
80
Knowledge Management
5.1 KM
1
2
(Work process)
( KM)
KM Focus Areas
-
-
-
-
-
-
-
(Learning)
(Measurements)
(Desired State)
(Process Tools)
(Communication)
World-Class KM
Environment
KM Action Plans
(6 - step model)
Change Management Process
Knowledge Management
81
82
Knowledge Management
KM
1 KM (KM Focus Areas) .............................................
KM
KM
/
(KM Focus Areas)
/
Outsource
/ : ..............................................................................( CKO / )
KM
KM 2
-
- ()
- (
)
-
-
-
-
Knowledge Management
83
2 KM .............................................
KM KM ... KM ...
KM ...
: ..............................................................................
KM KM (Desired State)
84
Knowledge Management
KM ...................................................................
....................................................
KM ..................................................................
....................................................
............................................................................................
....................................................
KM KM
............................................................................................
....................................................
Knowledge Management
85
KM
(KM Action Plan)
(-/-)
(KM Action
Plan) KM (Desired State)
KMAT (The
Knowledge Management Assessment Tool : KMAT) 4-8
, 9
KMAT
86
Knowledge Management
4 1 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
1.1
1.2 /
()
Knowledge Management
87
4 1 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
1
1.3
(Benchmarks) Best Practices
()
1.4 Best Practices
Best Practices
(Lessons Learned)
C3
C3
/ : ..............................................................................( CKO / )
88
Knowledge Management
5 2 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
2 -
2.1
C1
C1
2.3 Core
Competencies Core
Competencies (Core Competencies
)
C4
Knowledge Management
89
5 2 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
2
2.4
C6
/ : ..............................................................................( CKO / )
90
Knowledge Management
6 3 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
3 -
3.1
3.2
3.3
3.4
3.5
C1
C1
C1
C1
C1
/ : ..............................................................................( CKO / )
Knowledge Management
91
7 4 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
4 -
4.1
C2
C3
4.3
C3
4.4
4.5
4.6 (Smart)
(Real Time)
C3
C3
C3
/ : ..............................................................................( CKO / )
92
Knowledge Management
8 5 -
0 - / 1 - 2 - 3 - 4 -
C = (Change Management Process)
C 1 = C 2 = C 3 = C 4 =
C 5 = C 6 =
5 -
5.1
C5
5.2
C5
5.3 5.2
( )
(
C5
5.4
C1
/ : ..............................................................................( CKO / )
Knowledge Management
93
9 ( )
.................................................................................................................................................
................................................................................................................................................. .../...
( / )
/ : ..............................................................................( CKO / )
94
Knowledge Management
KM KM (KM Focus
Area Desired State)
- KMAT :
/ 4-8
- :
/ 9
4-8 9
KM
(KM Action Plan)
KM
KM (KM Focus Area Desired State)
KM
4-9
(KM Action Plan) 10 11
Knowledge Management
95
10 (Action Plan)
................................................................................................................................................................................................................................................. (1 /...)
KM (Desired State)...................................................................................................................................................................................................................
........................................................................................................................................................................................................................
K = (Knowledge Management Process)
K 1 = K 2 = K 3 = K 4 =
K 5 = K 6 = K 7 =
/ : ..............................................................................( CKO / )
96
Knowledge Management
11 (Action Plan)
................................................................................................................................................................................................................................................. (1/...)
KM (Desired State)...................................................................................................................................................................................................................
........................................................................................................................................................................................................................
C = (Change Management Process)
C 1 =
C 2 =
C 3 =
C 5 =
C 6 =
c
(Change Management Process)
C 4 =
/
/ : ..............................................................................( CKO / )
Knowledge Management
97
98
Knowledge Management
Checklist
(Knowledge Management)
CKO (Chief Knowledge Officer)
(Desired State)
Knowledge Management
99
1.
2.
100
Knowledge Management
3.
Search Engine
- Web Portal CoP (Community of Practice)
- Data mining
- ____________________
4.
KM
CoP
Knowledge Management
101
5.
3
(System)
(Output)
(Outcome)
6.
102
Knowledge Management
(KM Action Plan)
- CQI (QI story) Website
2543 43
- KM Call Center 25-40
/
- KM Website 1,000-1,600 /
- KM Web board 50
/
()
(System Perfomance Phase)
Knowledge Portral
System Performance
- Hit rate
- IP Counting
-
Knowledge Management
103
- Knowledge Portral
-
(Output Perfomance Phase)
- (MTS)
-
-
-
- TCPI2
- (Error free
projects)
-
(Outcome Perfomance
Phase)
(Return
on Knowledge : ROK)
104
Knowledge Management
()
Implementation : Success rate, Satisfaction, Online
self test
System : Ease of use, Response time, Percentage
of system down
Output : Suggestion, Visitor, Percentage of Volunteer
in Knowledge Organization
Outcome : Employee Satisfaction, Customer Satisfaction
Knowledge Management
105
106
Knowledge Management
(Model)
1.
(Desired State)
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
2. (Model)
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
Knowledge Management
107
3.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
4.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
5.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
6.
....................................................................................................................................................
....................................................................................................................................................
.....................................................................................................................................................
7.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
108
Knowledge Management
8.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
Knowledge Management
109
Worksheet 1
1.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
2.
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
3. Tacit knowledge
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
4. Explicit knowledge
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
5. Socialization
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
110
Knowledge Management
1. Bonnie Rubenstein-Montano
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
2. Prescriptive
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
3. Arthur Anderson American Productivity &
Quality Center (APQC)
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
4. Singapore Productivity and standards Board
(PSB) GREAT
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
....................................................................................................................................................
Knowledge Management
111
112
Knowledge Management
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
Explicit
Tacit
.
.
.
.
.
.
Kick off day KM
. Push/Pull
. Gift/Reward//
.
. /
. //
(Case Studies) ()
()
Communication
2.
Knowledge Management
113
Training / Learning
4.
Measurements
5.
114
Knowledge Management
...
()
()
Knowledge Management
115
1. CU-WB Knowledge Management Project
http://wb-cu.car.chula.ac.th
2.
http://medinfo.psu.ac.th/KM/KM.htm
3.
http://www.si.mahidol.ac.th/km
4.
http://www.hkm.nu.ac.th
5.
http://www.tkc.go.th
6.
http://www.ecommerce.or.th
7.
http://www.ha.or.th
8.
http://www.ftpi.or.th
9.
http://www.kmi.or.th
10. site.in.th
http://www.site.in.th/go.php/Reference/
Knowledge_Management
116
Knowledge Management
1. American Productivity and Quality Center
2. Asian Productivity Organization-APO
3. BRINT http://www.brint.com
4. Buckman Laboratories Knowledge Nurture
5. CIO
6. David Skyrme: Knowledge Connections
7. Dialog on Leadership
8. Ernst and Young
http://www.apqc.org
http://www.apo-tokyo.org
http://www.brint.com
http://www. knowledge-nurture.com
http://www.cio.com
http://www. Skyrme.com
http://www. Dialogonleadership.org
http://www.ey.com/global/content.nst/
international/Home
9. Harvard Business Reviewl
http://www. Harvardbusinessonline.hbsp.
harvard.edu/b02/en/hbr/hbr_home.jhtml
10. Infonortics
http://www.infonortics.com
11. Information and Knowledge Management Society
http://www.ikms.org
12. KM Tool
http://www.kmtool.neet
13. KM World
http://www.kmworld.com
14. Knowledge Management
http://www.kmmag.com
15. Peter F. Drucker
http://www. Peter-drucker.com
16. SOL - Society for Organizational Learning
http://www.solonline.org
17. Standards, Productivity and Innovation Board-SPRING http://www.spring.gov.sg/portal/main.html
18. Sveiby Knowledge Associates
http://www.sveiby.com
19. The Gurteen Knowledge Website
http://www.gurteen.com
20. The Know Network-Most Admired Knowledge
Enterprises (MAKE)
http://www.knowledgebusiness.com
21. The Knowledge Management Advantage
http://www.providersedge.com.kma
22. The Knowledge Management Forum
http://www.km-forum.org
23. The Knowledge Management Resource Center
http://www.kmresources.com
Knowledge Management
117
118
http://www.worldbank.org
http://www.thinkingshift.com
http://www.unfpa.org/ knowledgesharing
http://www.uky.edu
http://www.kmmagazine.com
http://isko.org
http://www.knowledgeboard.com
Knowledge Management
1.
2.
3.
4.
(2002)
5.
6.
7.
Knowledge Management
119
8.
9.
10.
http://oma.od.nih.gov/ma/bps/bpkm/resource/47_imprtnceKM2org.
htm
11.
12.
13.
14.
120
Knowledge Management
15.
16.
17.
, (2546).
: (
Mr.Dave Snowden 2546)
, , 1-10, 122-126.
18.
(2546).
, (.),
2-5
19.
20.
(2002). Benchmarking
, , ,
10-12.
Knowledge Management
121
21.
22.
23.
website : http://www.sai-Global.com
24.
website : http://www.efqm.org
25.
26.
27.
28.
,
, .
29.
122
Knowledge Management
30.
31.
32.
33.
34.
35.
36.
37.
Knowledge Management
123
38.
39.
40.
41.
42.
43.
124
Knowledge Management
44.
45.
46.
47.
48.
49.
Knowledge Management
125
50.
51.
52.
(2548)
(...)
126
Knowledge Management
Knowledge Management
127
128
Knowledge Management