Articles

Process Business And External Environment In Mattering Service Quality: The Moderator of Knowledge Management

/in /by

This quantitative study investigates the connections between knowledge management, business processes, and service quality. The study examines how corporate procedures directly affect service quality and how the outside environment affects it. It also looks into how knowledge management affects business processes and customer service quality. A sample of the medical industry in Tangerang City, Indonesia, received surveys, and 12 complete replies were examined. The results show that while the external environment significantly affects service quality, business practices do not directly influence it. The relationship between business processes and service quality is moderated by knowledge management, underscoring the significance of efficiently utilising organisational knowledge resources. These results point to the necessity of a comprehensive service quality improvement strategy that considers outside variables and employs efficient knowledge management techniques. Future research should overcome drawbacks like sample biases and explore these correlations using a variety of approaches and larger samples.

The Effect of Talent Management and Knowledge Management on Employee Performance with Employee Engagement as Mediation Variable in BPJS Yogyakarta Indonesia

/in /by

This study aims to determine the effect of talent management and knowledge management mediated by employee engagement on employee performance at BPJS Ketenagakerjaan KACAB Yogyakarta. This study used a descriptive quantitative approach, the population in this study were BPJS Ketenagakerjaan KACAB Yogyakarta employees, totaling 42 permanent employees. Researchers determine the number of research samples using non-probability sampling technique. The non-probability sampling technique that the researchers used in this study was saturated or census sampling. The sample used was all employees of the Yogyakarta KACAB Employment BPJS, namely 42 employees. The data used are primary data obtained through questionnaires and interviews. The analytical method used in this study is the Structural Equation Model (SEM) with Partial Least Square (PLS) 4.0. The results of this study indicate that talent management has a positive and significant effect on employee performance, knowledge management has a positive and significant effect on employee performance, talent management has a positive and significant effect on employee performance with employee engagement as the mediating variable, knowledge management has a positive and significant effect on employee performance with employee engagement as a mediating variable.

Proposing Business Growth of PT. DECRA Group Indonesia through Knowledge Management

/in /by

The informatics industry market has shown promising growth in the post-COVID era, presenting certification companies with lucrative business opportunities. The informatics market’s GDP growth rate ranks fourth among other fastest-growing industries in Indonesia, demonstrating a 7.19% increase from 2022 to 2023. PT. DECRA Group Indonesia, a certification company, have intention to penetrate a new market which is IT Industry. Knowledge plays a crucial role in the certification process, especially ISO auditors are required extensive knowledge across various business types. Therefore, this research focuses on exploring the role of knowledge management in supporting the growth of PT. DECRA Group Indonesia. The study aims to investigate how knowledge management approaches can enable DECRA Group Indonesia to improve their resources and capitalize on the IT market. The data collection method in this research involves gathering qualitative data through interviews with the business owner and HR manager as the primary sources. These interviews aim to gain an in-depth understanding of their perspectives on the company’s business growth. Additionally, secondary data sources such as the company’s website, competence review forms, and lists of employee competencies will be utilized to supplement the research. The analysis employs Goal-Analysis approach using Fishbone Diagram model to identify what key areas in achieving company’s goals. Building upon the analysis, KM Framework Table is constructed based on the People, Process, and Technology for each improvement that need to be made. Then SECI Model, derived from the KM Framework Table, guides the implementation of knowledge management practices, facilitating the conversion of tacit knowledge into explicit knowledge to foster innovation and organizational learning. Furthermore, to ensure successful implementation in SECI model, an Integrated Learning Cycle model is developed, which takes into consideration the communication channels and learning processes that are crucial for the effective knowledge transfer and acquisition. To facilitate the practical implementation of knowledge management strategies, a KM Roadmap is developed by providing a simple-structured approach for DECRA in aligning its people, processes, and technology considerations to support knowledge management initiatives. In conclusion, this research emphasizes the critical role of knowledge management in driving business growth for PT. DECRA Group Indonesia, enabling the company to enhance its internal operations, develop competencies, capitalize IT market successfully, and leverage knowledge as a strategic asset for sustained innovation and competitive advantage.

Knowledge Mapping to Improve Organization Capability in Internal Audit of Indonesia Stock Exchange

/in /by

In the recent years, the Indonesian Capital Market saw a significant increase in terms of number of investors, daily transaction turnover, transaction frequency, and number of listed companies. This tremendous growth directly affects Indonesia Stock Exchange’s (IDX) to reconsider their knowledge management process to generate optimum results from carry out their responsibilities. As the sole capital market trading infrastructure provider in Indonesia, some of the stock exchange function can only be operated by using knowledge of IDX employee which acquired by years of working experience in IDX.

The objectives in this study were to determine identify the essential knowledge and to define the essential knowledge that needs to be improved in IDX’s internal audit, and then propose an implementation plan to improve knowledge in IDX’s internal audit. The research method used is qualitative methodology through document analysis and key persons interviews interview which was conducted in April 2023. This study uses a variety of knowledge management approaches to address knowledge mapping, knowledge gaps, and knowledge loss. According to the study’s results, the author identifies knowledge gap and offers several recommendations regarding Knowledge Development Program to close the knowledge gap and Knowledge Retention Program to build on the knowledge that Internal Audit already possesses.

Knowledge Management Implementation for Human Capital with 7S McKinsey’s Framework in PT. Bumitama Gunajaya Agro

/in /by

Indonesia’s palm oil industry attracts international attention. Rapid development that changed the global competition of vegetable oil has several relevant social, economic, and environmental issues. The Human Capital Management division is one of the important actors in improving employee work performance, especially on the internal part of PT BGA, the development of human capital that has some knowledge management must be absolutely conducted by a company to support a competitive company in entering the globalization era. Nowadays, current issues, the employee gap, affects the company’s performance, and to deal with uncertain situations, the company’s strategy, especially the human capital division, needs to maximize not only financial and operational strength but also valuable knowledge. This research is qualitative through intense interviews and observed through spreading the question to the respondent with 7S McKinsey. Interviews are used as a data collection technique to find the problem that must be studied and also if researchers want to know things from respondents in more depth. The author is both analyses obtained through Primary Data (In-depth Interviews) and Secondary Data (Internal records, desk research, and company documents). Based on business issue exploration in chapter two of this research, there are issues business solutions can be improved as alternative solutions, it could be further developed into a more specific initiative base on McKinsey 7S element in order to optimize organization performance. Improve Knowledge Management System in Acquisition of Knowledge, Dissemination of Knowledge, Knowledge Store, and Application of Knowledge. In conclusion, Human capital is a very important part of companies, and for that, companies need good strategy and planning. One of the tools is using knowledge management which functions to collect, store, and share employee knowledge and experience to increase collective employee knowledge, increase productivity, and preserve critical information.

Designing Knowledge Management to Sustain Differentiation Business Strategy at CV Fel & Co International

/in /by

This research addresses CV Fel & Co Company’s knowledge management challenges in achieving high product quality and uniqueness in the leather goods industry. This thesis focuses on Designing a Knowledge Management (KM) framework to address the knowledge-related challenges faced by CV Fel & Co International, a renowned fashion industry company specializing in producing high-quality leather-based fashion products under the brand name Kias Leather. A combination of primary and secondary data collection methods is employed to achieve this objective. The primary data collection method involves conducting interviews with the CEO and production manager of CV Fel & Co International, providing valuable insights into the specific knowledge-related issues faced by the company. The secondary data is obtained from reliable sources such as industry reports, scholarly articles, and websites, enabling a comprehensive understanding of the knowledge management landscape in the leather goods industry. This research adopts a goal-oriented analysis approach, focusing on the KM Process model, which encompasses People, Process, and Technology. The KM Process model provides a framework for effectively managing knowledge within the organization. By aligning people, processes, and technology, CV Fel & Co International can foster a culture of knowledge sharing and collaboration, facilitating the creation and utilization of valuable knowledge assets. Additionally, the SECI model is utilized to support the conversion of explicit knowledge into tacit knowledge, promoting continuous learning and innovation within the company, by conducting a comprehensive analysis of CV Fel & Co International’s issues from the company like the increasing number of competitors so the company needs a breakthrough to sustain a differentiation business strategy, human resources require special expertise and can be categorized as old and have knowledge needs and gaps, and lack of standard operating procedures (SOP). A KM Roadmap is developed as a comprehensive solution based on a thorough analysis of CV Fel & Co International’s challenges. The KM Roadmap outlines strategies and actions to effectively manage knowledge and bridge the identified knowledge gaps. It emphasizes the importance of aligning people, processes, and technology to support knowledge sharing and collaboration within the unique context of the leather goods industry. The KM Roadmap includes initiatives such as establishing communities of practice, implementing knowledge-sharing platforms, conducting regular knowledge transfer sessions, and fostering a learning culture through training and development programs. Furthermore, this thesis proposes integrating knowledge management practices into CV Fel & Co International’s business processes, specifically focusing on product design and execution and employee training and development.  By embedding knowledge capture, dissemination, and utilization within the existing processes, CV Fel & Co International ensures that knowledge about design trends, branding strategies, and customer preferences is systematically incorporated into product development and production, enhancing the brand’s reputation and customer satisfaction. This integration enables the seamless flow of knowledge throughout the organization, improving product quality, increased innovation, and enhanced employee expertise. In conclusion, this research proposes a comprehensive KM framework, supported by the KM Roadmap and integrated business processes, to address the knowledge management challenges faced by CV Fel & Co International. By implementing these solutions, the company can enhance its knowledge management practices, bridge knowledge gaps, and sustain a differentiation business strategy in the competitive leather goods industry.

Improving Demand Management Performance using Knowledge Management Approach in an Oil and Gas Company

/in /by

The oil and gas industry has become one of the most important sectors of the global economy, providing energy for transportation, industry and power generation. Indonesia is one of the world’s largest producers of oil and gas and the oil and gas industries have been operating in Indonesia for several decades, contributing to the country’s economic growth and development. PT. COPI, one of the entity in the oil and gas industry which focuses on downstream segment, plays an important role in this industry. However, to anticipate industrial competition, it requires the company to adapt and meet the minimum standards in order to remain competitive, through Continuous Improvement method which is implemented in departments, including Supply Chain Management (SCM) where, through the “Supply Chain Optimization (SCO)” approach, several obstacles are found, including Demand Management Process. This research uses the Knowledge Management (KM) approach to address the obstacles by conducting KM maturity analysis in PT. COPI’s Supply Chain division and perform analysis and evaluation of the current KM practices in order to provide recommendations for improvement. This research uses qualitative methodology to perform data collection, obtained through an interview with the head of Supply Chain Management division of PT. COPI, using Asian Productivity Organization (APO) KM assessment tool which comprises seven APO audit elements: Leadership, Process, People Technology, Knowledge Processes, Learning and Innovation, and KM Outcomes as the baseline for the interview questions. The research shows that KM maturity level of PT. COPI’s Supply Chain division sits at the fourth quadrant of the APO KM Maturity Model, which is refinement. Obstacles are identified from several audit elements of the APO KM assessment tool and marked as an area of improvement. This research provides recommendations for the identified area of improvements using the relevant KM method, which can be implemented by the company to increase their KM Maturity level, increase demand management performance and optimize Supply Chain Management process in the company.

A Proposed Website Development Based on SECI Framework and Quality Function Deployment Methods (Case Study at Telkom Property)

/in /by

Employee capability is one of the most important things that can influenced the company’s performance. In an effort to increase employee capabilities, qualified knowledge management is needed to ensure that the knowledge possessed by the company can be formed, used and used appropriately. Telkom Property is one of the subsidiaries of PT Telkom Indonesia Tbk. engaged in Property Management, Property Development, Project Solutions and Transportation Management Services. In order to maintain its business during the Covid-19 pandemic, in 2021 Telkom Property made changes to its vision and mission which had an impact on digitizing the company’s business processes. As a business enabler, the Human Resources Division continues to strive for the development and improvement of employee capabilities. Some of the initiatives that have been carried out are by increasing the frequency of knowledge sharing events and holding the Innovation Award which aims to be a forum for employees to provide innovation for the company. Based on the observation results, when viewed from the 5 steps of the knowledge management process, Telkom Property does not yet have the means to store knowledge. Therefore, in this research, the development of a knowledge management website at Telkom Property is carried out which aims to be a knowledge repository so that knowledge owned by companies and individuals is documented so that it can be accessed by all employees and helps the knowledge sharing process to be more effective. The development of this website takes into the SECI concept, where the features developed can support the Socialization, Externalization, Combination and Internalization processes. Proposed website development is made using the Quality Function Deployment (QFD) method in order to develop the website based on the user requirement. HOQ tools used to support to transform the user needs into technical responses and 14 technical responses should be develop by the company to deliver the user centric website.

Proposed Customer Relationship Management and Knowledge Management Strategy (Case Pt. Konsultan Baru Terbarukan)

/in /by

Service consultants in the energy sector in Indonesia are still relatively rare. The business in the field of energy and environmental conservation is something new in Indonesia. Through Presidential Regulation No. 65 of 2021 one of SOE company been transferred all state series B to another Electrical SOE Company The priority program of PT KBT as part of PT LTM (Persero) will focus on developing new businesses in terms of energy and environmental conservation, as well as developing new and renewable energy to support the transformation of PT LTM (Persero) as a green and clean company. The two theme frameworks that would be employed for an effective customer experience strategy are the Customer Relationship Management Value Chain  (Francis Buttle, 2019) and Customer Relationship Dimensions (Jain, Jain and Upinder, 2002). In order to improve employee competencies, researcher use knowledge management system those are Coding Analysis and Fishbone Diagram Analysis diagram. This study used a qualitative approach with the interview method conducted online through zoom meetings and also face-to-face interviews. The comprehensive CRM process strategy in order to maximize PT. KBT’s strength and opportunity as one of the PT.LTM subsidiaries by using Payne and Frow (2006)’s. The five interconnected stages that will be implemented in the Payne and Frow methodology are: the strategy development, value creation process, multichannel integration process, performance integration process, and information management process. Coding Analysis and Fishbone diagram analysis in this study aims to identify KM problems in PT.KBT. based on the identification results, the authors can propose solutions through KM Objectives which consist of people, process, and technology.