PERANCANGAN INTERVENSI MANAJEMEN PENGETAHUAN PADA DEALER TOYOTA DI INDONESIA

• Main Author: Christiandy, Alvin
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/50220
• Institution: Institut Teknologi Bandung

Toyota Training Center Division of Toyota Astra Motor Corporation focuses on ensuring the quality of Toyota dealers’ human resources to better respond the market demands. Various challenges, for example, the high dealers’ employee turnover rate, indicate that needed intervention is in the knowledge management scope. The complexity of dealers’ work environment due to different work positions, area, and generation, implies that TTC needs to consider the different needs of each group to ensure the effectiveness of the knowledge management interventions. Given the context of the problem, the main objective set for the research is to design knowledge management interventions for Toyota dealers in Indonesia. Mixed method is used as the main method of the research. The quantitative analysis, using partial least squared structural equation modeling (PLS-SEM), aims to identify the critical factors of effective knowledge management and to help prioritize the improvement efforts. The model used for the quantitative analysis is developed based on previous researches. Hypothesized that there are three constructs which influence knowledge management effectiveness: Infrastructure Capabilities, Process Capabilities, Management and Organizational Support. The qualitative analysis aims to further understand the needs from Toyota dealers regarding the solutions to be designed. The result suggests Process Capabilities as the main construct to be improved, especially regarding the tacit knowledge acquisition process. There are two proposed solutions, the first one is a digital communities of practice (CoP) as Toyota dealers’ main platform to acquire and share knowledge. The second solution is to apply business-process oriented knowledge management (BPOKM) principle to identify knowledge needs and structure the contents within TTC’s elearning application.