การจัดการความรู้เพื่อออกแบบชุดความรู้และทักษะการพัฒนาและฝึกอบรมของหน่วยธุรกิจสำหรับผู้บริโภค

Abstract

The purpose of this research is capturing and refine operational knowledge from the experience of experts who work in production and quality control department of business unit for consumer (BU-C) and developing a group of knowledge and skill to set skills recommendation for practice and as a guideline for career paths with the maturity model. This research collected mostly qualitative data. Population and samples used in this research is 12 people of production and quality control managers and staffs of business unit for consumer (BU-C)of the spice and seasoning company in San Pa Tong District, Chiangmai. Experts 6 people selected as supervisors and staffs who were identified as highly performance from their supervisor. The tools used in this research for using a form of Behavioral Event Interview (BEI) to capture knowledge from experts. Confirm knowledge that interview with experts and analysis knowledge and develop into a Knowledge Map. Apply the knowledge maps by developing in form of skill set on Maturity Model. And review the content of skill set with manager and used Focus Group tool to discuss between experts with manager and confirm the opinions with human resources department before applying and implement this research process in the organization. From the results of this research, it was found that manager of both departments accepted the skills set results which Quality Control manager agreed with the experts by adding more details within the skill set to be more complete. And Production manager used Focus Group with Experts to match their skills set. Human resources Executive accepted this research model and expected to expand results throughout all business unit. Skills set of quality control and production department developed for the purpose of Knowledge management. Skills set and skill recommendation meets expectations the objectives of the researcher which can used as a guideline for training and development. The operator staffs can see career paths and for Human Resource department also can help in many areas such as recruiting and Performance appraisal.