Literature Review
Definition of Routine to Research
Routine to Research or (R2R) is wording that was created in Thailand for the support operator in
a routine job to be brave to think and have an opportunity to create knowledge to develop themselves.
Working at a routine job for a long time makes people feel bored with their jobs and work as machines
which makes people feel undervalued. In fact, everyone is valued (Panich, 2008) so R2R or routine to
research can develop boring routine jobs as knowledge, creative and being proud of one’s job (Panich,
2011). R2R means to make a routine jobs to be researched by a systematic process to gain knowledge
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and change problems to be a research result for developing themselves and colleagues to effect the
achievement of organization targets (Surawattnawan, 2009). R2R is a tool to develop people and
routine jobs in the same time when people face problems, so when questions come up to find answers
by applying research to be a tool to find solution. The concept of R2R can be divided into four
categories: 1) to build opinion for observation; 2) to build opinion to brave to create questions; 3) to
build opinion to find answers; and 4) to build opinion to bring answers to distribute. (Surawattnawan,
2009). When people are working and encounter a problem, they will change to do another process but
R2R will motivate people to think first, try to find information or details, whether this problem had
been studied or not, if not this is a chance to do it, collect data and report the benefits of the user or
operator. R2R results, such as quality of service achieving improvement and people working better
and happier with the research report.