| 22

4
:


26 .. 2431 116






4 44
1,786,542 ( ..2546
) 172 2,468
75,271 9,924 (
..2546 )

 | 23

10
.. 2545

Re-accreditation 14 .. 2547

1
Mr. Robert Osterhoff
Model Knowledge Management Cycle of Implementation Model
Xerox Corporation Model
CQI (Continuous Quality Improvement)

CQI CQI

 | 24

(
CQI ) Best Practices
Transition and Behavior Management



Self-Assessment Toolkit Rajan, A. et al. (1990)
(Gap Analysis)
Critical Success Factor
1.
2. KM Team
3. KM Team CoP
(Community of Practice)
4. CoP
5.
6.
7.

 | 25

4

KM
Communication

9,924
4,397 (
18-20 .. 2547)

1.
2.
4
2.1 /

CQI CQI

KM Day CQI

CQI
KM Quality Fair

 | 26

Care Team Meeting KM

Care Team
KM
2.2 KM
IT

CQI
2543-2545 CQI
Web board
2.3 Intranet Internet

IT
1 2546 30-40

2.4 KM Call Center

KM IT
COP 13.00-15.00
. CQI

Web board
CQI
CQI Web board


KM Call Center

 | 27

Process and Tools

Explicit Knowledge
Tacit Knowledge KM
(CQI)
CQI CQI

KM
(CoP)
(Community of Practice CoP)
Community
of Practice (CoP) CQI 17

1 KM KM Call Center CQI
CoP
CoP

KM Call Center Web site

KM CoP CoP CoP

 | 28

Learning
KM

(CoP Meeting)

e-mail
CoP
Administrator
CoP
KM
KM
CQI CoP
CoP Facilitator

KM

KM
CoP - (
)
4 (.)
(.) KM

 | 29

1. KM
/

CQI CQI CQI
(Web board)
KM

e-Mail
2.

KM
3
KM
3. Soft Learning
KM Soft Learning KM Cartoon

Measurements

CQI Web site
CQI / CQI (QI story) Web site
2543 KM Call Center . 9009 25-40 /

 | 30

Recognition and Rewards

Quality Fair KM

KM

Thailand Quality Award (TQA)

(.)
3 .. 2550

 | 31

: ( CQI ) Best
Practice

Transition and Behavior Managent

1.

2.
(, ,
)

(Role Model)

3.

1.
2.
3.
4.
1.
2.
3.

4. KM
5. 3
6.
7. 6
8.
9.
1.
2. 4

3.

4. 1
5.

Communication
4.

1.
2.
3.
4.
5.

 | 32

6.
7.
Process and Tools
5. CQI

CQI

6. (CoP)

7.
CQI CoP

8.

1. CQI 2543-2545
2. CQI
3. CQI
4. CQI
5.
6. CQI CQI
7. CQI
8. CQI CQI
1.
2.
3. CoP
4.
5.
1. // CQI

2. CoP
3. CoP
4.
CoP
1.
2.
3.
4.

Learning
9.

1.
2.
3.
4.

Measurement
10.

1.
2.

 | 33

3.
4.
5.
6.

1.
2.
3.
4.
5.
6.
7.

CQI

Recognition and Reward

11.

1.

2.
3. Facilitator
4. Milestone
5.
6.

7. CoP