EVALUATION OF KNOWLEDGE MANAGEMENT SYSTEM IN CORPORATE QUALITY, SAFETY AND ENVIRONMENT MANAGEMENT DEPARTMENT OF PT. GARUDA INDONESIA

• Main Author: Dini Archam, Latifa
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/53512
• Institution: Institut Teknologi Bandung

PT. Garuda Indonesia (GA) is an airline company, which hits pretty high in this pandemic era. To response that, GA conduct early termination policy and temporarily lay off about 800 employees. This number including flight crew, flight attendant, flight operation officer, and other license & non-licensed employees. Those employees are them who are skilled, trained, experienced and one of the safety vanguards. Corporate Quality, Safety and Environment Management (CQSEM) Unit have responsibility to ensure those personnel are equipped with appropriate training, skill and experience. From 2015 to 2019, the number of new and exit employees were at a significant number. It was a challenge for the department to manage the knowledge among the employee. The losses of workforce can cause a gap of intellectual capital from experienced employees or knowledgeable employee to those remaining in the workforce. As of November 2020, it was two employees exit the department, one retires, and no one enter as a new employee. This is a good condition for the company to mitigate the potential knowledge loss. CQSEM should have a good knowledge management in order to maintain its intellectual knowledge. This final project objectives are to evaluate the current knowledge management system in CQSEM (the maturity level of knowledge management), to propose strategy of knowledge management for CQSEM, and to give the recommendation for the implementation of the proposed knowledge management strategy. This research uses explanatory sequential mix method design. The approach of the research is to analyze secondary data gained from the questionnaire and interview. It used Asian Productivity Organization (APO) knowledge management framework to analyze the current maturity level of CQSEM. There are seven categories used in this research i.e. Leadership, Process, People, Technology, Knowledge Process, Learning & Innovation, and Outcomes. After the questionnaire and interview result have been obtained, root cause analysis is conducted. It conducted in this research by analyze the areas of opportunity for improvement. It will be determining the proposed knowledge management strategy for CQSEM. The study shows that knowledge management in CQSEM is in level four (refinement/control level) which indicates that the implementation of knowledge management is continuously evaluated and improved. However, there are several areas having score below the average score, which have the opportunity to improve its performance. Three lowest area from the questionnaire are Leadership, Knowledge Process and People. Each of category has three questions that have score below the average. The questions are about the central coordinating unit/person; financial resource; management commitment to promotes, recognize and rewards; retaining knowledge; knowledge sharing across the organization; benchmarking; formal mentoring and coaching; induction process of new staff; update database of staff competencies; and knowledge sharing & collaboration. To improve the maturity level of CQSEM, some strategies can be conducted such as creating a reward program to engage the employee, manage the tacit and explicit knowledge by create knowledge sharing culture, create procedure of handover for those who will leave the CQSEM, formalizing mentoring & coaching process and appointing dedicated person as KM manager/chief of knowledge/PIC of KM. This research also provides several recommendations in order to implement the strategy proposed above. The recommendations are getting the management commitment, prioritize the program, create a clear timeline and keep doing the evaluation.