Human Resource Development in Operational Performance: A case study of the Customs Academy, Human Resource Management Division, Thai Customs Department

Abstract

This qualitative study explored human resource development in practice, using the Customs Academy, Human Resource Management Division, Customs Department, as a case study. The objectives were to investigate the development process, identify problems and obstacles, and propose guidelines for enhancing human resource development. Data were collected through structured interviews with six participants, including executives, division heads, and personnel. The findings revealed that the human resource development process consisted of: (1) training needs analysis, with participation from all units in curriculum design; (2) training program design aligned with strategic plans; (3) training delivery using diverse techniques; and (4) evaluation through an online system to inform future improvements. The main problems and obstacles identified were insufficient budget, limitations in facilities and travel, staff shortages and frequent transfers, as well as certain training programs that did not align with current circumstances. Suggested guidelines include advancing specialized knowledge, strengthening multi-dimensional skills, promoting experiential learning, systematizing knowledge management, enhancing digital competencies, and cultivating positive work attitudes.