A PROPOSED KNOWLEDGE MANAGEMENT SYSTEM TO OVERCOME PROJECT DELIVERY DELAY FOR A CONSULTING FIRM, CASE OF PT BDO KONSULTAN INDONESIA

• Main Author: Ayu Putri, Claudia
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/46873
• Institution: Institut Teknologi Bandung

Based on the press release issued by the Investment Coordinating Board, investment realization in Indonesia has a positive trend within a period of 4 (four) years, from 2015 to 2018. In addition, with the issuance of Presidential Regulation No. 24 of 2018 related to Online Single Submission (OSS) which facilitates the issuance of licensing in Indonesia. This has a direct impact on companies engaged in outsourcing, due to the characteristics of the Foreign Investment Company (PT PMA) which tends to transfer their internal activities to service provider companies. Business service outsourcing itself is an activity that allows companies to transfer their company's internal activities to service providers that not only have an impact on reducing the company's operational costs but also provide opportunities for companies to fulfill their objectives to gain competitive advantage by enabling companies to focus on their core business. Seeing this potential, BDO Indonesia in this case specifically the Business Service Outsourcing department was established to meet the demand for these services. In completing its work, BDO Indonesia experienced several obstacles namely the transfer of knowledge that was not carried out effectively due to the high rate of employee turnover and rapid changes in regulations that occur that have a direct impact on the completion of the work. Considering the number of companies that provide similar services, it is important for companies to be able to apply knowledge management as a valuable asset owned by the company to solve problems and at the same time increase competitiveness with competing companies. BDO Indonesia as a consulting company, relies on knowledge as their most valuable assets. During project delivery delays, it can be assumed that those are related to knowledge related issues. Therefore, this thesis employs knowledge management perspective. This research was conducted to answer 3 (three) research questions. First, what are the causes of problem related to delays in project completion at the Department of Business Service Outsourcing at BDO Indonesia. Second, what is a proposed knowledge management system can be used to overcome the problem related to project delivery delays. Third, what is the implementation of the proposed knowledge management system at Business Service Outsourcing Department at BDO Indonesia. This research uses a qualitative method in the form of interviews that are processed through coding and categorization as well as observations which are then formulated in a fishbone analysis to identify problems that currently occur in the company. Furthermore, knowledge management systems (People, Process & Technology), knowledge transfer, SECI and knowledge flow are presented to provide business solutions by comparing the existing systems in the company with the expected system with the aim of increasing company efficiency. The planned implementation of knowledge management is carried out within a period of 6 (six) months with the final stages of conclusions and system improvements made so that the company can continuously develop the system both in the component of knowledge management related to people, processes and technology that is owned in accordance with the circumstances and the needs of the company, this is done to be able to measure performance compared to the company's performance targets to achieve the company's vision as a leader to provide exceptional service to clients who focus on quality, needs, communication, and commitment.