Basic HR (Training Only) for IT
1
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1) ก I * ?C "9: C<-ก(#"C ก 2) ก AJก-( .(#"C ก 3) ก 19K (#"C ก 4) ก ( )* ", 5-(?2 5) ก ( )* ก 8 .) %C :96 9E 6 (#""C4N60., O, 1/+6 P 9(" 7' - " --ก 5 @4(95 5-ก --ก ( 5<- Q R:+ :D:7 : ?C I)362/3 Focus กD"<- ก AJก-( .?C ก 19K (#"C ก 8G *C9ก 1 U<- 8G * ' 2/37-6"#$ %&'( )* ?C 7- *' I, 48 :D 2/3%.4 O/E *' *D "<- ก AJก-( .?C ก 19K (#"C ก 9E ?5ก5, 6ก9 -+, 6. ก 3
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%.I 4?(( /E , ?((0* ? ภ,- 4 49:*C9ภI&5 ภAJภ-( . : H -6">ภ9E "@ 1)4 $ 8 :D 5, 6 H I/+ภ,- 8 :D *C, /E0:'?ภ, 1) ภC+#2]>-6">ภ?C ภC+#2]> ภ?7,679 (Corporate and Business Strategy) "68d) I]0.,0:'@, 2 91+ ภ. #=+> -6">ภ8G %&'79( "C<3- -6">ภ*' :) 08 7' 6* ' ?C 19K 080:' <3-+ H "W U .ภD"<- ?C'@4 :) 082 60* C, .9 ภD5'-6 . :&@, ( )=92./+#2]e I5 >* <-ภC+#2]>-+, 60 O, -6">ภ./ภC+#2]> ภ8G Technology Leader 93 ภD*. +"@ .@, 4 5'-6./ภ19K "@ .I . U ภO' 2"R RC+/7' 65' *'ภ9(1 9ภ6 1<3-1 9ภ6 4 0:' W 08 O'19K 2"R RC+/ 7-6%C)5h9$i>5, 6 H 7NE . 7 +?7,6ภ9(O @(' 7 5
2) 8XY* (Problem) 5'-62(2@ @, -6">ภ7-6 ./8XY* - 0 ภ):7NE (' 6 ภAJภ-( .5, 6 H 2/34 49:7NE 4 O,@+?ภ'8XY* 9E H 0:'* <-0., 1 ( 68XY* 9E ภD5'-6+-. 9(@, ภAJภ-( .0.,I . UO,@+0:'29E6*.: - 45'-6 O' ,@.ภ9(. 5 ภ-<3 H O, ภW 2"R RC+/ *., 7' . O' 8G 5' 1 ภAJภ-( .ภD4 O,@+ <3-67-6ภ19K 29ภ= :9(5' 2, 9E "@ .OW Y5, 6 H 1 9ภ6 5'-608AJภA - -6 h + 5'ภภW ภ9(:&?C7-6%&'./* ' 2/3 ภ/3+@7'-6 O, *9@* ' 6 %&'AJภI- 8G 5' 3) ภW 088d)(95) (Implementation) -6">ภ"@ ./ภI,6 I ). *' W - "@ . &'"@ .I . U. O' 2 68d)(95)0:' 1<34 0:' *D %CC91]>7-6ภAJภ-( .@, ./"@ ."#'.", * <-0., 6
4) ก 8 .) %C?C ก 8o- กC9( (Feedback) I)36IW "9Y7-6ก :W ) ก AJก-( .กD"<- ก @9:%C"@ .IW D4?C I<3-I %CC91]> 9E *'ก9(1 9ก6 2/3 ก/3+@7'-6 @.29E6ก O<3-.R+608I&, ((ก *' 6@9C -6">ก qN36I)36 *C, /E4 8G ก I ' 6", )+.?C @9K ] . -6">ก 2W *'R" 6ก 2/349:2W 7NE ก):"@ .5,- <3-6?C I<(2-:08+961 9ก6 #, *C96 H 4 *D @, 59@? กI#:2/3 .-6 C+กD"<- กC+#2]>7-6-6">ก * <- 8XY* 2/3 ก):7NE -6">ก 4 ก 9E 4N6 W . กW * :*C9กI&5 ก AJก-( . ?C'@5 .:'@+ ก -( . 9E 5'-6I 9(I # *' W 08 O'0:'4 )6 ?C I#:2' + 5'-6@9:%C"@ .IW D40:'
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+ )3.5' (Introduction) + /E 8G 496*@ 2/3]# ก)4 )3.2/3 )3.2/34 19K %C)5h9$i> (* <-( )ก )7NE . 4 *D @, -95 ก 4 )Y 5)(R54 8G 08-+, 6O' H <3-64 ก%&'( )Rh"+960.,",-+ &' 59@ %C)5h9$i>(* <-( )ก ) :96 9E -6">ก 4N65'-6 ,62W ก 5C : 8 O I9.19 ]> 1<3- *' C&ก"' 9( &'"#$", 59@%C)5h9$i>(* <-( )ก ) *' D@2/3I#: 5- /E HR 4 5'-649: AJก-( .19K <3-6IW "9Y 2 <3-6 "< 1) -( . *'1 9ก6 I,@ 7-6ก %C)50:' 7' 4UN6@)]/ก %C)5 29E6 /E 1 O,@6 @C /E 1 9ก6 +960.,./"@ .OW Y 4N6 ก):7'-%):1C :. ก ?C U' 8C,-+0@' กD 4 I,6%Cก 2(08+96C&ก"' ?6,"#$h 1 2W *'C&ก"' 7 :"@ . O<3-U<- I,6%C +'- กC9(. +96 O)60.,q<E-I) "' (* <-( )ก )7-6 29E68X44#(9 ?C - "5 2) -ก4 ก 9E +965'-6 ' ก AJก-( .:' ก I<3-I 7'-.&C%C)5h9$i> *'ก9(C&ก"' 1 U' -])( +I)36 *C, /E *'C&ก"' ZX60.,0:' 7 กD0.,q<E-I) "' (* <-( )ก )4 ก ( ,- ก ( /* ก IT # 2 / )2 ก ก
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+ 5)(R5 (Growth) + /E%&'( )Rh"0:' 9( &'UN6"#$", 7-6%C)5h9$i>* <-( )ภ(' 6?C'@ 4N6./"@ .5'-6ภ59@%C)5h9$i> (* <-( )ภ)4 ภ* <-1&:6, + H@, 7 &'?C'@@, 7 +- 0 ?C ./ 8 R+O >5,- 7 -+, 60 :96 9E 7 4N65'-6ภq<E-7-64 ภ93 *. +"@ .@, +-: ภ%C)5ภD4 1)3.I&67NE AB + HR 4 ./(2( 2 O,@6 /E:96 /E 1) ภW * : Job Description 7-6?5,C 5W ?* ,6 *'./"@ .O9: 4 (6 5W ?* ,6 /E 5'-6 2W - 0 2) ภภW * :"#$I.(95) (Job Specification) 7-6?5,C 5W ?* ,6 *'O9: 4 (%&'2/3 *. I.ภ9(5W ?* ,6 /E 4 5'-6./"#$I.(95)-+, 60 ) 3) ' ภ8C&ภAX6", )+.2/3:/ H *'?ภ,1 9ภ6 R:+- 4 W ((1/3 C/E+6. O' 4) ' ภAJภ-( . 1<3- 1)3.%C)5h 1 ภ%C)5 1)3.8 I)2])h 1 ภ2W 6 (Productivity Improvement) 12
+ -)3.59@ (Maturity) 8G + 2/3%C)5h9$i>(* <-( )ภ)7-6-6">ภ)3.4 -)3.59@ 2'-65C : ภ49:ภ7-6 HR O,@6 /E4 ' ภ8 9(59@ 8G *C9ภ0:'?ภ, 1) ' ภAJภ-( .2/34 8G ? @2 6 ภ8 9(8 #6%C)5h9$i> (Product Modification) R:+ ' 2/3"@ . &'2/34 W 088 9(8 #6%C)5h9$i> ( O, 2W Minor Change) ?C 29ภ= ภW . O'%C)5%C)5h9$i>*C964 ภ2/38 9(8 #6?C'@ 2) *'ภAJภ-( .1 9ภ6 <3-6ภ@)49+?C 19K %C)5h9$i>(* <-( )ภ) 1<3I,6 I ). *' ภ):ภ0:' 8 /+( ภ?7,679 -+, 6+936+< 3) "W N6UN65' 2# *'. ภ7NE O, ' 2/3ภ1)3.8 I)2])h 1. ภ7NE O, 3.1) Job Enlargement O, 2W 6 O)6 Multi-function * <- Multi-skill 3.2) Job Enrichment O, *'1 9ภ6 ./"@ . 9(%):O-(. ภ7NE 13
+ 5ภ53W (Decline) 8G O,@62/3%C)5h9$i>(* <-( )ภ) :).U&ภ?2 2/3:'@+%C)5h9$i>(* <-( )ภ) *., H (2( 27-6 HR O,@6 /EภD"< 1) ' ภAJภ-( . ภ/3+@7'-6ภ9(@)]/ภ%C)5%C)5h9$i>(* <-( )ภ) *., (U' ./) 2) ภ$/2/30.,./%C)5h9$i> *., ภD"@ C:7 :-6">ภ(Downsizing) 1 " 4 C' 6 3) * <-7 +2-:ภ)4ภ?C R- 1 9ภ6 29E6*.: *'ภ9(( )=922/35ภC64 q<E 4 *D @, ภ./%C)5h9$i> :/+@R:: H 9E -9 5 + 1 U' 7' I&, + 5ภ53W ?C'@4 7 +0.,0:' :96 9E "@ )3.19K (* <-:9:?8C6)%C)5h9$i> (* <-( )ภ) *., H 59E6?5,%C)5h9$i> :).(* <-( )ภ:).) )3. 7' I&, + -)3.59@ 4 0:' ภ):59@ 5 +59@?2 :96 &8 * ' U9:08 14
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"@ .I9.19 ]> *@, 6+#2]e I5 >-6">ภ?C ภC+#2]>ภ49:ภ2 91+ ภ. #=+> U' 0.,.-6 <3-68XY* 2/3 ภ):7NE -6">ภ?5, .-6h 1 - "52/3 -+ ภ8G (qN36ภD"<- @)I9+29e > 93 -6) ภ49:ภAJภ-( . : H ภD5'-6@)36085 .19 ]ภ)42/3-6">ภภW * :7NE . ?C 5'-6I-: 9(ภ9(?% ภC+#2]>7-6-6">ภO, ภ9 7- *':& &8 * ' U9:08 %.(-ภ?C'@@, (%.(-ภ?C'@@, %.O-(?(( /E. ภภ@, ) ภ,- 4 %C)ภ08:&* ' U9:08 7- *' NภUN6 <3-6 Balanced Scorecard 2/3%.I- "#$08 5- 8V 1 2-.? ภภ,- " 9( "#$- 44 C<.%. I, &80@' *'?C'@ Finance = ภC+#2]>2 6:' ภ6) Customer = ภC+#2]>2 6:' ภ5C : Internal Business = ภC+#2]>2 6:' ภ%C)5 :96 9E Learning & Growth = ภC+#2]>2 6:' 2 91+ ภ. #+> 93 -6 16
Balanced Scorecard
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, 5 (Vision) = ก & (Mission) 5 ? ก ก (Corporate Strategy)
ก ( ก (Corporate Strategy)
ก ( ก (Marketing Strategy)
ก ( ก * (Operation Strategy)
ก ( = ก # K (Human Resource Management Strategy) # ? BSC R S
8XY* 4 ก HR 2/3I,6%Cก9:ก ,- -6">ก 08 <3-+ H %C I/+ "<1) 1 9ก6 2/3./"@ .I . U4 2+-+--ก08 <3-+ H 2) 1 9ก6 2/3./-+&, 4 ./29ก= "@ . &' "@ .I . U U:U-+C608 <3-+ H 3) 1 9ก6 2/3./-+&,./29e "5) 2 6C(5,--6">ก . ก7NE <3-+ H กC+#2]>ก 49:ก 2 91+ ก 2/3C'. *C@ * <- 0.,I-:"C'-6ก9(+#2]e I5 >7-6-6">ก 8 /+( I.<- - " 2/3 ก1962C + + ก ก) +/+@+ I)362/3%.-+ ก4 (@ก"#$@, 2/3%.I- "#$. 59E6?5,8V 1 9E .9 8G ก 8& ก *' "#$. 2W "@ . 7' 4?C O' ก ( )* ?% ก IT 93 -6 46กC9(08-, 2(2@ 1<E *':/" 9( .9 4 2W *'"#$ 7' 40:':/7NE
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ภC+#2]> * <- +#2]e I5 >7-6-6">ภ%.4 0.,1&: ภ/3+@ภ9( ภ@ 6?% O)6ภC+#2]>?C ภ( )* O)6ภC+#2]>ภ9(2, -/ภ1 Class 2/3%.I- 0., O, <3-6ภ@ 6?% O)6ภC+#2]>?C ภ( )* O)6ภC +#2]> ?5,%.I- 2, <3-6ภO' " <3-6.<-08( )* 49:ภ-6">ภ:96 9E U' " I 4 <3-6ภ@ 6?% O)6ภC+#2]>?C ภ( )* O)6ภC+#2]>5'-6ภ"#+ภ9(%. 8G ภI,@ 59@ ภD"#+ภ9 -ภO9E /+ ภD?C'@ภ9 " 9( ?C %.ภD4 0.,1&: <3-68XY* 1 ?5,C -6">ภ+,-../8XY* 0., *.<- ภ9 4N6 - 6, + H @, .<3-2, .-6h 1- "52/32, -+ ภ4 8G (@)I9+29e >) ?C'@ 2, ภD 5'-6@ 6?% 2/34 79( "C<3- *'-6">ภ08UN64#: 9E %.59:5- 5 6 /E C+@, I,@ 8 ภ-(IW "9Y 4 I,@ 2/34 O,@+ *'08UN64#: 9E 0:' "< 1) Organization Capability 3) Organization Culture 2) Organization Competency 4) Surroundings 20
1) Organization Capability Organization Capability "<- "@ .I . U2/38X44#(9 /E-6">ภ./-+&,?C'@ 8G "@ .I . U2/32W *'-6">ภI . U?7,679 (+< ) -+&, 5C :0:' /+ภ0:'@, 8G 4#:?7D6* <-4#:0:' 8 /+(7-6-6">ภ%&'( )* 4 5'-61)4 $ ?C ภW * :7NE 1<3- *'1 9ภ6 2#ภ" ?C ((2#ภ(( 1+ .2/34 9ภ= ?C I,6 I ). *'./"@ . 7'.?7D6 1)3.7NE .<3- 2/+(ภ9("&,?7,6?C Ih 1ภ?7,679 5C : O, 1) Action Orientation ภ@( @.7'-.&C ภ59:I) 4 ภ+6 %C2/3 @: D@ U&ภ5'-6 ?.,+W 29 @C 4 . .9@59E6ภ.ภ2-3 "$ 2W 6 -+, 6 /E0.,29 ภ) 2) Customer focus ภ.#,6 ' 2/3"@ .5'-6ภ?C "@ ." :*@967-6C&ภ"' 1<3I ' 6"@ .1N61- 4I&6I#: *'ภ9(C&ภ"' 21
3) Empowerment ภ-<E--W 4(ภ4 +ภ59:I) 4) *'ภ9(1 9ภ6 1<3- *' ภ): ภ59:I) 4?ภ'8XY* ?C I -65-(-+, 6 @: D@ 4) Continuous Improvement ภ8 9(8 #6-+, 65,- <3-6 5) Continuous Learning ภ/+ &'-+, 65,- <3-6 6) . 7) *'I96 ภ5@, Organization Capability 9E .9 8G 4#:?7D6 O)6@9K ] .7-6-6">ภ:96 9E "#$./4#:?7D6?(( /E"#$+< -+&,0:' ?5,"#$./0:'"&,?7,6ภD./0:'
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2) Organization Competency Organization Competency 9E ./"@ .*. + ภC' "/+6ภ9( Organization Competency ?5,?5ภ5, 6ภ9 5 62/3 Organization Competency /E 8G 4#:?7D62/3IW "9Y. ภ7-6 -6">ภ2/34W 8G 5'-6 O'5,-I&'ภ9("&,?7,679 2 6]# ภ)4 (4 *D @, 4' Organization Competency /E4 U&ภ.-608 ?6,7-6"@ .0:' 8 /+( ภ?7,679 . ภภ@, ) -ภ4 ภ9E +96*. + @.UN6"@ .I . U2/3-6">ภ+960.,./* <-./?5,+960.,I.(& $> 7$ /E:'@+ ?C -6">ภ5'-619K "@ .I . U /E *'?7D6?ภ,6 *'0:' - "5 R:+293@084 8 ภ-(08:'@+ 3 -6">8 ภ-(*C9ภ"< 1) "@ . &' (Knowledge) # -, # ภ&) R( ,- Core Competency 2) 29ภ= (Skill) / - ภ= -, HR ( ภ, 3) "#$C9ภ=$ (Attribute) ( ภ" ภR( Organization Competency 23
"@ .I9.19 ]> *@, 6 Organization Capability ภ9( Organization Competency Organization Capability Skill
Organization Competency
Knowledge
Org. Competency Attribute
Organization Capability
O9: H ภ9 08 C+" 9( Organization Capability +,-. ภ):4 ภOrganization Competency 24
2, ./ Competency ?C'@ ?5,0., &' O, 6 , I6I 4 )6 H -6">ภ2/3+96I . U+< -+&,0:' 8X44#(9 /E ?I:6@, 4 5'-6./ Organization Competency ?5, <3-64 ภ-6">ภ- 44 0., "+0:'1)4 $ -+, 6C -/+:U/3U'@ @, 7/: "@ .I . U*C9ภH 2/3-6">ภ./-+&,"<-- 0 2W *'0.,I . U2/34 O'8 R+O >4 ภCompetency 2/3./-+&,0:'-+, 6+936+< @.29E60.,I . U19K 8 9(8 #6 Competency *'./"@ . 7'.?7D6. ภ7NE 0:' ?5,* ภ-6">ภ&' Competency 7-65 -6?C'@ ภD4 5'-6 I )."@ .?7D6?ภ,6 *'ภ9( Organization Competency 2/3./-+&, *' 7'.?7D6. ภ7NE 1<3- *' ภ):"@ .ภ' @ภR:: 2W *'"&,?7,679 5 .29 0:'+ ŕ¸
25
7-1&:-/ภ* ,-+ U- *C + H -6">ภ.9ภ4 1+ + .?ภ'074#:-,- R:+C C+2/34 I ).4#:?7D6 * ภC-6 1)4 $ :&4 1(@, ภ?ภ'078 9(8 #64#:-,- 9E 2W 0:'+ ภ1 @C 2/3 O'08 ภ8 9(8 #64#:-,- "&,?7,679E ภD4 1+ + .19K * / --ภ08-/ภ%&' O/3+@O Y 2 6:' ( )* ]# ภ)4*C +2, ? W *'-6">ภ49:CW :9("@ .IW "9Y7-6ภI ). 4#:?7D6?C C(4#:-,- :965,-08 /E 1) I ).4#:?7D67-6 Organization Competency 2/3-6">ภ./ 1+ + .I ' 6 @95ภ. *., H 1<3- O' ภ?7,679 2 6]# ภ)4-+, 65,- <3-6 2) O'4#:?7D67-659@ -67+ +]# ภ)4 (Diversity) 08+96]# ภ)48 h2-<3 H 0.,@, 4 8G Vertical Integration (7+ +]# ภ)45 . Supply Chain 7-6]# ภ)4) * <Horizontal Diversification (7+ +08+96]# ภ)4-<3 2/30., ภ/3+@7'-6ภ9(]# ภ)4 :).) 3) ภ8 9( 8C/3+ * <-?ภ'074#:-,- *'C:"@ .-,- ?-C6 26
3) Organization Culture ภภW * :+#2]e I5 >7-6-6">ภ"@ 4 "W N6UN6@9K ] .-6">ภ2/3:/ 2/3 8G 8 R+O >?C "@ I<(2-:5,-ภ9 08 O, @9K ] .ภ2W 6 8G 2/. ภI<3-I *@, 6 Top-down ?C Bottom-up 8G 08-+, 6 @: D@?C -95R .95) 8G 5' IW * 9( <3-6 /E , "): 1 @, ./%&' &'? W *'8 9(8 #6 <3-6@9K ] .-6">ภ:96 /E 1) @9K ] .-6">ภ2/32#ภ-+, 65'-6 8G -ภI 4 2W *'ภ:W ) ภ7-6-6">ภO<3-6O' ?C 7 :8 I)2])h 1 2) @9K ] .ภ2W 6 ?((7' . " :/+@ 7 :ภ2W 6 8G 2/.2/3:/ 7 :ภI<3-I 2/3:/ C&ภ'-6ภ9(*9@* ' 0., "+"#+ภ9 0., "+"#+ภ9 <3-6"@ ."<(* ' 7-66 2W 6 ?((5, 6" 5, 6-+&, U' 8G ?(( /E"@ /(?ภ'07R:+:,@ 27
3) @9K ] .?((?% ก " ?% ก.9 "@ C)ก0:'?C'@ 1 4 2W *'-6">ก 7 : ก .-6h 1 @. 4N62W *'7 :ก (& $ ก 2#กI)362#ก-+, 62/3-6">ก ./ ./ก ก/3+6 6 ก9 ก):7NE 4) @9K ] .2/3 - 0 H กD5'-659E6ก .ก กD"@ C)ก O, ก9 1 2W *'ก 59:I) 42/34 :W ) ก * <-?ก'07- 0 ( 6-+, 6 ก):"@ .C, O' "@ 59E65 ."@ . *. I. 2, 9E 5) @9K ] .กC9@ก 8C/3+ ?8C6 4 2W *' ก):ก 5,-5' ก 8C/3+ ?8C6 2W *' -6">ก 0.,I . U8 9(59@ *' 7' ก9(ก ?Iก ?7,679 2/3./C9ก=$ ?(( Dynamic O, 8X44#(9 0:' (%.0:'I- <3-6ก ( )* ก 8C/3+ ?8C608?C'@) 6) @9K ] .2/35'-68 Nก= 2#ก <3-6 2W *'7 :ก ก 4 +-W 4 @.UN6ก 59:I) 40. 8G 28
8 :D Organization Culture /E 8G I)362/3%&'( )* 4 5'-61)4 $ @, - 0 8G @9K ] .2/3:/7-6-6">ภ"@ 1)4 $ 8 :D 5, 6 H :965,-08 /E 1) @9K ] .2/3 *. I.ภ9(-6">ภ7-6 "<-- 0 2) - 0 8G @9K ] .2/3:/7-6-6">ภ?C - 0 8G @9K ] .2/3"@ ?ภ'07 3) 4 8C/3+ ?8C6@9K ] .2/30., *. I.-+, 60 4N64 ภ2(-6">ภ'-+2/3I#: 4) 4 @ 6ภC+#2]>-+, 60 *' *. I.ภ9(@9K ] .-6">ภ5) "@ ./ภ)4ภ.:' 2 91+ ภ. #=+>- 0 (' 6 1<3-2/34 I 9(I # @9K ] . -6">ภ2/3:/ * <-I 9(I # ภ8 9( 8C/3+ @9K ] .-6">ภ2/30.,:/
29
-+, 60 กD5 . ก 8C/3+ ?8C6@9K ] .-6">ก "@ :W ) ก :96 /E 1) 0.,"@ 8 9( 8C/3+ *C + H @9K ] . " @ :/+@ก9 2) 0.,"@ 8 9( 8C/3+ ?(( 9(1C9 ก 8C/3+ ?8C6?C 8 9(8 #64 5'-6 O' @C ?((",-+ 8G ",-+08 3) 5'-6 )3.5' 2/3%&'( )* :9(I&6ก,- P@9K ] .กD 8 /+( I.<- I +19 ]#>* <-+/ , 6ก +. #=+> qN36 8C/3+ ?8C60:'+ ก ?5,U' &'@, +/ 7-6 0.,:/ กD"65'-61+ + . 9ก= ?5, .<3-?ก'070.,0:' -+, 6 '-+กD "@ 8o-6ก9 0., *'I +19 ]#>2/30.,:/5ก2-:08I&, #, C&ก #, *C Q 30
4) Surrounding 59@I#:2' +7-6ภภW * :+#2]e I5 >7-6-6">ภภD"<- IU ภ$>?C 1C@957-6 ภ?I +#"RCภh)@9K > qN36IU ภ$>* <- Surroundings 2/3-6">ภ5'-61)4 $ 1<3- W . ภW * :+#2]e I5 >* <-@ 6?% 49:ภ:' 2 91+ ภ. #=+>./8 :D 5, 6 H 2/35'-6"W N6UN6:965,-08 /E 1) h "]# ภ)42/3 -+&, ./"@ . 8C/3+ ?8C6-+, 60 O,
"@ .0:' 8 /+(:' 6) 2# 8G -+, 60 "@ .0:' 8 /+(:' ภ@)49+?C 19K ./. ภ'-+ 1/+6 : Branding ?C Marketing Share 8X44#(9 8G -+, 60 "@ .I . U7-6(#"C ภ-6">ภ.<3- 2/+(ภ9(ภC#,.-#5I *ภ.?C'@ 8G -+, 60 31
2) I) "' 2:?2 ?C -)2])1C7-6I) "' 2:?2 8X44#(9 8o -+, 60 3) 1Â&#x192;5)ภ.7-6%&'( )Rh"./ภ8C/3+ ?8C608* <-0., -+, 60 4) R+( +7-6 9 I/+6 /+ภ'-64 ภO#.O - 0 (' 62/3./%C :' (@ภ?C :' C(5,-]# ภ)47-6-6">ภ5) " @95U#:)(?C -W 4 ภ5,- -67-6%&'7 +@95U#:)( 8C/3+ 08-+, 60 6) ./R-ภI* <-0.,2/34 ./"&,?7,6 *., 7' . ]# ภ)4 U' "#$ /+ 5Â&#x201E;s force 7-6 Porter ภ9(%.5- 8V 1 <3-6 *C, /E "#+ภ9 . ?C'@" 9(
32
-6">8 ภ-( ภภW * :ภC+#2]> ภ49:ภ2 91+ ภ. #=+> Organization Capability Surroundings
Organization Competency
Corporate Strategy
Organization Culture
Human Resource Strategy
33
ก AJก-( . ก AJก-( . -6">ก 9E 4 ./@95U#8 I6">:96 /E 1) 1<3- O'?ก'8XY* 7-6-6">ก 2/3 ก):7NE ?C'@ 2) 1<3- W "@ . &'2/30:'4 กก -( .. O'8d)(95)6 * ' 2/3 3) 1<3- W "@ . &'. O'8d)(95)6 R" 6ก 7-6-6">ก 1<3- *'R" 6ก "<(* ' IW D4C#C,@608:'@+"@ . (C<3 :96 9E ก @ 6?% ก AJก-( .4 5'-6"W N6UN6@95U#8 I6"> 3 7'- /E I.- U' ก AJก-( . : H 0.,I-: 9(ก9(7'- :7'-* N36 3 7'- /E ?I:6@, ก AJก-( .2/349: *' ./7NE กW C964 I&Y 8C,
34
ก "' * "@ .4W 8G ก AJก-( . "@ 4 1)4 $ 8 :D 5,-08 /E 1) 8XY* 2/3 ก):7NE ก 8d)(95)6 5 6 /E 5'-6 @96 *'. ก 1 *C + H 8XY* 2/3 ก):7NE 0.,I . U O'ก AJก-( . ?ก'070:' O, 79E 5- ก %C)5( 679E 5- 1 9ก6 .9ก2W 6 %):1C : -( .. กD *C +" 9E6?C'@ 4 1 9ก6 4W 0:'7NE 4 ?5,กD+96 ก):7'-%):1C :7NE . -+, 65,- <3-6 4 กC + 8G 8XY* <E- 96 ?5,กD+964 1+ + .AJก-( . *'ก9(1 9ก6 08 <3-+ H 29E6 H 2/3 &'@, 0.,0:'%C -ก4 ก8X+* 4 0.,*.:08?C'@ +96 I/+ @C I/+", O'4, +R:+ 8C, 8 R+O > ก $/ O, /E 8XY* .9ก4 . 4 ก"@ . %- -7-61 9ก6 . กก@, - 4?ก'R:+.-6 .#.-<3 O, ก W ? @2 67-6 Poka-Yoke . O' * <- 8C/3+ 59@1 9ก6 8G 5' 35
8XY* 2/3"@ W . 49:AJก-( ."<- 8XY* 2/3 ก):4 ก1 9ก6 0.,./"@ . 7' 4 ก 2W 6 * <-0., &'@)]/8d)(95)6 2/3U&ก5'-6 8X+* -+, 6 /E4 *. I.ก@, 8XY* -/ก8 ก * N36กD"<- ก 2/31 9ก6 +967 :"@ .OW Y ก 2W 6 9E H ก $/ O, /E"@ 49:ก AJก-( . *' ?5, 8G ก AJก-( . h "8d)(95) 0., O,h " 2 =d/ R:+ *'%&' O/3+@O YกW ก9(:&?C * <- %&'2/3./"@ .OW YI ])5ก 2W 6 2/3 U&ก5'-6 *':& 8G 59@-+, 6 4 *D @, <3-6?(( /E0.,5'-6UN67 : '-67- *'AB + HR 49:*C9กI&5 ก -( .ก9 *' 8G <3-6 @ *Y,R5 ?",*9@* ' * <-%&'OW Yก C6 08I- 6 082W *':&กD I D4I)E ?C'@ -+, (' 4/Eก9 9ก C+ , W " Y 8G -+, 6+)36
36
= ก
• , #$#- ( & • , #$#-R
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ก !ก " # -
ก ,ก " • ? & ก
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2) . 5 ก 2W 6 2#ก H -6">ก +,-../. 5 ก 2W 6 :96 9E .<3-./1 9ก6 *., 7' . ก'4W 8G -+&, -62/34 5'-6-( . *'1 9ก6 *., 7' 4 2 6กC9(ก9 U' -6">ก 0., I . U49:ก AJก-( . *'1 9ก6 *., 7' 4UN6"@ .IW "9+?C *5#%C2/35'-6 8d)(95)6 5 .. 5 ?C'@ .<3-1 9ก6 -+&,5,-084 8G 1 9ก6 ก, กD4 0., I . U2W 5 .. 5 2/3กW * :0:' 2W *'ก 8d)(95)6 ก):7'-(ก1 ,-6 4 2W ก 8 9(8 #6 : H กD2W 0:'+ ก 2/3I#:-6">ก กD4 +N:5):ก9(ก (@ ก ก, H 2/3./ 7'-(ก1 ,-60.,0:'5 .. 5 ?C AX6-+&, *9@7-61 9ก6 ก, H *C, 9E ก -( .5, 6 H 2/3 I, 7' 08 1<3-+ก :9( 7' I&,. 5 2/3"@ 4 8G กD0.,0:' 9(ก I, 4 ?C .9ก I/+ @C 8C, :96 9E ก -( ." 9E6? ก"@ 2W *'U#ก5'-65 65 . . 5 08 C+4 :/ก@, . 9368 9(?ก' h +*C96qN36.9ก0.,",-+0:'8 R+O > 38
3) R" 6ก 2/3กW C964 ก):7NE ก9(-6">ก *C + H -6">ก .9ก4 ./R" 6ก *., H ก):7NE I.- qN36- 4 ก/3+@7'-6ก9( I) "' 59@ *., ก %C)5 *., H ก 8 9(8 #6 8C/3+ ?8C6 1<3-.#,6I&,- "5 8G 5' :96 9E HR 4 5'-6กW * :@, %&'./I,@ ก/3+@7'-64 5'-6 7' 9(ก AJก-( .*C9กI&5 : 7' 9( ก -( . .<3- : ก -( .4 8G C9ก=$ : 8G 5' -ก4 ก4 1)4 $ 4 ก8 :D 29E6I .?C'@ HR 4 5'-6@) " *>UN659@%&' 7' AJก-( .:'@+@, 7 *C, 9E "@ ./"#$I.(95) (<E-65' O, 0 4N64 *. I.ก9(ก AJก-( .2/349:7NE 29E6 /E 1 ?5,C " ?5,C * ' 2/3 กD./"@ .4W 8G ?C "@ . *. I. ก AJก-( .2/3?5ก5, 6ก9 39
ภภW * :@)]/ภ-( . *' *. I. R:+293@08?C'@4 ?(,6 8G 2 8 h2 "< 1) ภAJภ-( .?(( On the Job Training 8G ภAJภ-( .?((8d)(95)6 4 )6 R:+./%&'OW Yภ8G " &AJภ"-+:&?CภAJภ6 7-6%&' 7' 9(ภ-( . 2) ภAJภ-( .?(( Off the Job Training 8G ภ-( .2/3 ' *'"@ . &' "@ . 7' 4 R:+49:ภAJภ-( .-+, 6 8G 2 6ภ0., O,ภ/+ &'4 ภภ8d)(95)6 4 )6 ( 6" 9E6- 4./ภ2W Simulation * <Workshop 8 ภ-( 1<3- *' 7' 40:':/7NE 40
ภI -65-(5,-ภ*'"@ . &' "@ . 7' 4 ?C 29ภ=
Knowledge
Understanding
Understanding
Knowledge
Skill On the Job Training
Skill
Off the Job Training
ภ- ภ" #& ภ- ,- - ( )$
41
CW :9(ภ/+ &' 1) I . U8d)(95)6 0:' ?5,5'-6./%&' 7/3+@O Y *'ภ? W 2) I . U8d)(95)6 0:'5 .CW 196R:+- e9+"&,.<-* <- -ภI O,@+4W 3) I . U8d)(95)6 0:'5 .CW 196 ?5,0.,./"@ . 7' 46 -+, 6CNภqNE6 4) I . U8d)(95)6 0:'-+, 6 O/3+@O Y 7' 44#:IW "9Y 6 9E H 5) I . U8d)(95)6 0:'-+, 6 O/3+@O Y ?C I . UI- 6 ?C -])( +6 9E H 0:' :96 9E U' 2, 49:ภ-( . C9ภ=$ *.# @/+ 6 (Job rotation) ?C'@ -+, 6 '-+ 1 9ภ6 4 5'-6I . U8d)(95)6 0:' :9( 3 I/+ภ,- 1 U' *.# @/+ D@ ภ) 08 1 9ภ6 .9ภ4 4W 0.,0:' (C<.) 7'-ภW * : /E @.UN6ภAJภ-( .1 9ภ6 ?(( Multi-Skill :'@+ 2W 0:'*C +* ' 2/3?5,0.,0:' <3-6I9ภ* ' 2/3 :/+@ภ'0.,./ 8 R+O >- 0
42
ภ8 .) %CภAJภ-( . ./7'-R5' U/+6ภ9 . ภ<3-6ภ8 .) %CภAJภ-( .@, 4 ./@)]/ภ:4N64 O<3-.R+6ภ9(8 I)2])%C7-6-6">ภ0:' ./%&'ภC, @@, *'1)4 $ 4 8 :D :96 /E 1) ภAJภ-( .2/3 I, 7' 08 (Training Input) 8G ภ8 .) 4 ภ8X449+8o- 7' (Input) O, 41 @ O93@R.6/" /@9 8G 5' 2) ภ(@ ภภAJภ-( . (Training Process) 8G ภ8 .) ( + ภe ภ/+ &'5, 6 H O, ภO'I<3- "@ . - 4 I,?C "@ .59E6 4 ภU, +2-:7-6@)2+ ภ8G 5' 3) %CC91]>4 ภภAJภ-( . (Training Output) 8G @)]/ภ2/3 O'ภ9 . ภO, ภI-(7'- 7/+ ภI-(8d)(95) ภI ])5 43
4) %CIW Â&#x192;2])Â&#x2C6;4 ภภAJภ-( . (Training Outcome) 8G ภ:&4 ภ8 R+O >4 ภภAJภ-( . 2/3 +.ภ9 0:'?ภ, 1) ภ8 .) 4 ภ"@ .IW D47-6R" 6ภ2) ภ8 .) 4 ภภ8d)(95)6 2/3./8 I)2])h 1 * <- 8 I)2])%C2/3 1)3.7NE
44
19K (#"C ก ก 19K (#""C ก 9E ?5ก5, 64 กก AJก-( . 5 62/3ก 19K (#"C ก ./ @95U#8 I6">2/3+ @ ก@, ก AJก-( . 1 @95U#8 I6">7-6ก AJก-( ../ 1<38 9(8 #6ก 8d)(95)6 *':/7NE * <- 8G ก 5 /+."@ .1 '-. ก 8d)(95)6 * ' 2/3 1<3-8o-6ก9 "@ .%):1C :2/3- 4 ก):7NE 7$ 2/3ก 19K (#"C ก ./ 8o *. + 1<3-19K 8 I)2])h 1 ก 2W 6 19K h @ %&' W "@ ."): I ' 6I "> (("@ ."): ?C 1 5)ก . ก 2W 6 ก 19K (#""C ก 8G I)36 2/3-6">ก 4 5'-62W -+, 65,- <3-6 8G + @C qN36กDI-:"C'-6ก9(%CC91]>7-6 ก 19K (#""C ก 2/34 I,6%Cก9(-6">ก C9ก=$ I I. ?C *'%C5,--6">ก + + @ O, ก9 45
R:+293@08-6">8 ภ-(7-6ภ19K (#"C ภ4 8 ภ-(:'@+I,@ IW "9Y 5 I,@ "< 1) ภAJภ-( . 2) ภ49:I 6 * <- ภ.-(*. +* ' 2/3 3) ภ8 .) %C ?C ภ*' 6@9C 4) @9K ] . ?C R" 6I ' 6-6">ภ5) ภ@ 6?% - O/1 (Career Path) ?C ภI<(2-:5W ?* ,6 (Succession Plan) I96 ภ5 " 9(@, ภAJภ-( . 8G I,@ * N367-6ภ19K (#"C ภ46
29ภ= 2/34W 8G IW * 9((#"C ภ?5,C :9( ภ19K (#"C ภ8G ภ(@ ภ19K 29ภ= 7-61 9ภ6 + + @ -9 8 ภ-(:'@+29ภ= 3 :' "< 1) 29ภ= ภ8d)(95)6 (Technical Skill) I,@ /E 8G 29ภ= 2/34W 8G ภ8d)(95)6 :9(8d)(95)6 O, 1 9ภ6 2/3 2W 6 AB +(9YO/ ภD5'-6 &' <3-6(9YO/ 8G 5' 2) 29ภ= ภ@ 6?% ?C "@("#.ภ8d)(95)6 (Conceptual Skill) I,@ /E 8G 29ภ= ภ@ 6?% ?C @ 6ภC+92]> ภ2W 6 ภ"):-+, 6 8G (( 1<3-?ภ'07?C 8o-6ภ9 8XY* ภ2W 6 U<- 8G 29ภ= 2/34W 8G IW * 9( %&'( )* 59E6?5, :9(5' 7NE 08 47
3) 29ภ= ภ49:ภ2 91+ ภ. #=+> (Human Skill) 29ภ= ภ49:ภ2 91+ ภ. #=+> ./"@ .4W 8G -+, 6+)36IW * 9(%&'( )* :9(ภC 6 4 UN6 :9(I&6 29ภ= :' /E0:'?ภ, h @ %&' W ภ49:I ?C .-(*. +6 ภภ5#' ?C I ' 6? 64&6 4 ภ2W 6 ภ1(8 I<3-I ภ9(%&'" ?C1 ภ4 4 5,- -6 8G 5' R:+293@0829ภ= 29E6I .4 ./"@ .IW "9Y?5ภ5, 6ภ9 08IW * 9(?5,C :9(7-6 (#"C ภO, 1 9ภ6 :9(8d)(95)ภ4 *'"@ .IW "9Yภ9( Technical Skill . ภ2/3I#: Conceptual Skill -6C6. ?C Human Skill '-+2/3I#: %&'( )* :9(5' ?C ภC 6 4 *'"@ .IW "9Yภ9( Conceptual Skill . ภ2/3I#: ?C *'"@ .IW "9Yภ9(Technical Skill ภ9( Human Skill 2, H ภ9 ?5,%&'( )* :9(I&64 *'"@ .IW "9Yภ9( Human Skill . ภ2/3I#: Conceptual Skill -6C6. ?C Technical Skill '-+2/3I#: 48
ภ19K (#"C ภภ9("@ .I . U*C9ภ7-6-6">ภ-6">ภ* N36 H - 44 ./"@ .I . U (Organization Capability) *C +8 ภO, 2"R RC+/ภ%C)52/329 I.9+ ภ( )* 5' 2# 0:':/ ./ ((R , (( /3 . ภ. + qN36"&,?7,6ภD./I)36 *C, /E O, ภ9 ?5,"@ .I . U*C9ภ* <- Core Competency 2/3-6">ภ4 5'-6./ 1<3-"@ .0:' 8 /+("&,?7,6-+, 6./ 9+IW "9Y (qN36"&,?7,6 C/+ ?((0:'+ ภ)- 4./-+&,0.,ภ/38 ภI)36IW "9YภD"<- 4 I . U 9ภ= Core Competency 7-6-6">ภ- 0@'0:'-+, 60 -ภ4 ภ9E 4 2W -+, 60 *'0.,+N: 5):ภ9( Core Competency :). H * <- A ภ"@ .*@960@'ภ9( Core Competency ?(( :). H -9 2W *'-6">ภPC<.Q 2/34 19K * <-ภ4 +]# ภ)408 ]# ภ)4 7' 6 "/+6?C I ' 6 Core Competency *., H 7NE . 49
"@ .I9.19 ]> *@, 6 Organization Capability ภ9( Core Competency
ภK Core Competency
Organization Capability Core Competency
= # Core Competency (# , #' - ? -/ -
( Core Competency #- S
*# # R( ,- Core Competency # / Organization Competency / (, ) " = )*# #'aภ$ ? ภ- ภ,- -/ -
50
:96 9E ภ,- 2/34 49:2W ?% 19K (#"C ภ-6">ภ"@ 4 1)4 $ *'ภ19K 7' 65' I-:"C'-6ภ9("@ .I . U*C9ภ7-6-6">ภ(Organization (Core) Competency) @.UN6@)I9+29e > 4#:?7D6 ?C 8o *. +7-6-6">ภภ,- -<3 -6">ภ5'-6@) " *>* "@ .I . U (Competency) 2/31 9ภ6 4W 8G 5'-6 ./ I/+ภ,- 29E6 /E 1<3- 9ภ= ?C I ' 6"@ .0:' 8 /+( ภ?7,679 2/3+936+< R:+ "@ .I . U 9E ?(,6--ภ0:' 8G 2 8 h2*C9ภH "< 1) Functional Competency 8G "@ .I . U ภ8d)(95)6 5 . Job Description qN36U<- 8G 29ภ= R:+5 6 ภ8d)(95)6 (Technical Skill) O, 29ภ= "@ . &' ภ8 ภ-(%C)5h9$i> 8G 5' 7'-I96 ภ5#6, + H Function Competency ภD"<- U' 1 9ภ6 7 :"@ .I . U-9 8G Function Competency ?C'@ 7 4 0.,I . U 8d)(95)6 9E 0:' 4 ภC + 8G 1 9ภ6 0 '29ภ= (Unskilled Labor) 0829 2/ 51
2) Professional Competency 8G "@ .I . U2/3 8G I,@ I ). *'8d)(95)* ' 2/30:' -+, 6./8 I)2])h 1?C ./8 I)2])%C. ภ7NE O, "@ .I . U?ภ'078XY* -+, 6 8G (( "@ ."):I ' 6I "> h @ %&' W 8G 5' 29ภ= I,@ /E4 8G <3-67-6 Conceptual Skill ?C Human Skill 93 -6 qN36./"@ .4W 8G ภ19K - O/1?C ภ5)(R5 5W ?* ,6* ' 2/37-61 9ภ6 Functional Competency 9E 1 9ภ6 I . U19K 0:'4 ภภAVภ-( . On the Job Training * <- ภI9( 8C/3+ *.# @/+ 6 8G 5' ?5, I,@ 7-6 Professional Competency 4 AJภ0:'+ ภ( 6" 9E64 *D @, ภI,61 9ภ6 08AJภ-( .h + -ภI,@ 2/3 ภ/3+@ภ9( Professional Competency 9E ( 6" 9E6 &'INภ@, I&Y 8C, 1 .<3ภC9(. ภD0., *D @, 4 :/7NE -+, 60 52
ภ2/34 19K *'1 9ภ6 ./ Professional Competency 9E 4 5'-6- e9+8X449+*C + 8 ภO, e9ภ+h 17-659@1 9ภ6 -6 ภ.-(-W 4* ' 2/3 @9K ] .7-6-6">ภ* <- * ,@+6
:96 9E ภ19K Professional Competency 4 5'-6./ภ19K -+, 6 8G (( ?C 5'-6:W ) ภ-+, 65,- <3-6 ภ49:*C9ภI&5 AJภ-( . 1/+6-+, 6 :/+@4 0.,I . U 19K 1 9ภ6 *'./ Professional Competency 0:' I)36 /EU<- 8G *C#.1C 6?C ภ9(:9ภ7-6 HR 2/ :/+@ ./59@-+, 6 *' *D . ภ. +@, 1 9ภ6 2/30., "+08AJภ-( .*C9ภI&5 5, 6 H ภC9(./ภ@ 6?% ภ2W 6 -+, 6 8G (( ./h @ %&' W 2/3:/ 2 6ภC9(ภ9 ( 920:'C62# *'1 9ภ6 08-( . *C9ภI&5 5, 6 H ?5,ภC9(1(@, 1 9ภ6 7' 65' 0.,./ภ19K : H C+ 9(@, 8G ภC62# 2/3I&Y 8C, -+, 6 , I/+: + 53
ภ,- 2/34 085,- 7-I #8ภ,- "@ .*. +7-6 Competency 4 ?(,6--ภ8G 2 ภC#,. "< ภC#,.2/3 1 *. +UN6(#"C)ภC9ภ=$ 7-6" 2/3I 2'- *' *D UN6"@ . &' (Knowledge) 29ภ= (Skill) 29e "5) (Attitude) "@ . O<3- (belief) ?C -#8 )I9+ (Trait) ภC#,.2/3 2 *. +UN6 ภC#,.7-6"@ . &' (Knowledge) 29ภ= (Skill) 29e "5) (Attitude) "@ . O<3- (belief) ?C -#8 )I9+ (Trait)qN36I 2'- *' *D 4 ภ1Â&#x192;5)ภ. ภ2W 6 2/3?I:6--ภ. 7-6?5,C (#""C2/3I . U@9:?C I96 ภ5#0:' "W ?8C7-6 Competency ./"W ?8C 8G 02+*C +"W ?8C C<-ภ- " 9( (7/:)"@ .I . U e9ภ+h 1 I. U 54
2/3. 7-6 Competency 7-6" ก):0:' 3 2 6:'@+ก9 "<1) ก):4 ก1 I@ ">2/35):59@. ?5, ก): 2) ก):4 ก8 I(ก $>ก 2W 6 3) ก):4 กก eNก= AJก-( . 8 h2? ก /3กD8C,-+ 7 08 U- %.0.,",-+I 4 2, :* -ก . :&ก9 4 ก 8 h22/3 2) ?C 3) ก9 :/ก@, 1 .9 AJก0:' I ' 60:'
55
8 h27-6 Competency I . U?(,6--ภ0:' 8G 3 8 h2ภ@' 6 H "<1) Core Competency *. +UN6 (#""C)ภC9ภ=$ 7-6" 2/3I 2'- *' *D UN6 "@ . &' 29ภ= 29e "5) "@ . O<3-?C -#8 )I9+7-6" -6">ภR:+ @. 2/34 O,@+I 9(I # *'-6">ภ( C# 8o *. +5 .@)I9+29e >0:' ( 62/ /+ภ8G Organization Competency 2) Job Competency *. +UN6 (#""C)ภC9ภ=$ 7-6" 2/3I 2'- *' *D UN6 "@ . &' 29ภ= 29e "5) "@ . O<3-?C -#8 )I9+7-6" H 9E 2/3I . UI ' 6%C6 ภ8d)(95)6 5W ?* ,6 9E H 0:'I&6ภ@, . 5
56
Job Competency ./*C +O<3- /+ภ:'@+ภ9 O, 7/:"@ .I . U5 .I +6 (Function Competency) 7/:"@ .I . U2 6 2" )" (Technical Competency) 7/:"@ .I . Â&#x201A;1 * ' 2/3 (Role Specific Competency) 3) Personal Competency *. +UN6 (#""C)ภC9ภ=$ 7-6" 2/3I 2'- *' *D UN6 "@ . &' 29ภ= 29e "5) "@ . O<3-?C -#8 )I9+ 2/32W *'(#""C 9E ./"@ .7/:I . U ภ2W I)36* N36I)36 :0:' R:: :, ภ@, " -<3 H ( 62/ /+ภ8G Professional Competency 57
8 R+O >7-6 Competency 1) O,@+I 9(I # @)I9+29e > h ภ)4 ?C ภC+#2]>7-6-6">ภ2) O' 8G ภ-( ภI ' 6@9K ] .7-6-6">ภ3) 8G " <3-6.<- ภ( )* 6 :' 2 91+ ภ$>. #=+>
3.1) O,O,@+ ภ"9: C<-" 7' 2W 6 3.2) O'O,@+ ภAJภ-( .?C 19K 3.3) O'O,@+ ภC<3- :9(/8 9(5W ?* ,66 3.4) O'O,@+ ภR+ภ+' +5W ?* ,66 3.5) O'O,@+ ภ8 .) %Cภ8d)(95)6 3.6) O'O,@+ ภ( )* %C5-(?2 58
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