KNOWLEDGE MANAGEMENT IMPLEMENTATION TO IMPROVE SAM ACTIVITY PERFORMANCE ON PT NETS AND ITS PARTNERS

• Main Author: Alfianto, Achmad
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/53563
• Institution: Institut Teknologi Bandung

The incredible growth of the Indonesian electronic money transaction has significantly impacted the retail payment industry over the last five years. PT NETS, who get the mandate from Bank Indonesia to manage National SAM multi-applet, should always strengthen their image & credibility for all payment players to keep up with the industry's rapid growth. However, the SAM & Lifecycle Management Department of NETS and its partner are facing the complexity of the challenge in the SAM operational activities that caused unexpected performance in the last 3 years. One of the solutions considered to improve their performance is through the implementation of Knowledge Management. This research has the objective to analyze the company's current situation and condition, specifically the knowledge management establishment in the SAM-LM Department and its partner. After the current situation has been identified, the research also aims to recommend the knowledge management strategy that fits the company. After all, this research finding can be used as a basic fundamental reference for broader coverage use of knowledge management in all PT NETS units. The Methodology used in this final project is conducted through a qualitative method. This research implements a semi-structured interview to absorb insight from the working-level and then analyze and validate the research into the FGD process with senior management levels to collect broader insight. Activities were performed to sum-up root cause analysis using a fishbone diagram relevant to the KM Framework using PPT (People, Processes, Technology). From PPT analysis, it can be concluded that SAM activity problems in the People aspect are: lack of communication & coordination, the gap in employee capability, and lack of management attention & focus. Issues in Process aspect are about unavailability to retain knowledge & information and Lack of Standard and Procedures. And last, in the Technology aspect, there are issues in limited usage of technology and minimum utilization of central storage. The research also used the Eisenhower Matrix or Urgent-important matrix to identify problems based on the importance and urgency. 10 roots problem have been identified as Important-Urgent (Quadrant 1) and 8 problems as Important-Not Urgent (Quadrant 2). This research would concentrate mainly on resolving the root of the issue in Quadrant 1 and Quadrant 2. To design Knowledge Management implementation for improving the performance of SAM activities, the solution used in this study will be based on the five steps of knowledge management implementation by Stan Garfield following the SAM-LM Department and its partner condition. 5 main steps should be followed to start an effective knowledge management program and improve the organization performance. On the first step, the top 3 objectives have been determined. Those are to provide an Integrated Knowledge Management & operation portal system; increasing top managements and employee’s awareness; the last is increasing employee initiatives, competency & capabilities and promoting standard procedures. The second step is addressed the 9 questions of PPT according to the current and expected condition of KM Implementation in SAM operation activity. In step three, the KM Strategy has been defined to support the achievement of KM Objectives, namely: motivate, network, supply, analyze, codify, disseminate, demand, act, and invent. Following in step four is to gain the leader’s commitments from the senior executive. The last step is to create and execute the Implementation Plan that selected based on the previous steps' findings and results. These KM components will be elaborated along with the selected KM program initiatives The implementation plan has been designed by grouping the implementation period into three forms of implementation: quick wins, continuous implementation, and the periodic implementation that will be carried out throughout 2021. The quick wins implementation plan is an important job to do as soon as possible because this initiative directly impacts the continuity of other work activities. Continuous implementation plan consists of the Knowledge Management initiatives that are implemented continually and in routine. Continuous implementation plan consists of the Knowledge Management initiatives that are implemented continually and routine. All that implementation will be carried out throughout 2021.