A PROPOSED KNOWLEDGE MANAGEMENT SYSTEM TO IMPROVE SERVICE DELIVERIES: CASE STUDY AT TRADEASIA INTERNATIONAL PTE LTD

• Main Author: Rinda Kumalasari, Nadia
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/54104
• Institution: Institut Teknologi Bandung

Knowledge has become one of the valuable assets to gain a sustainable competitive advantage for a company, along with other resources and capital. Tradeasia International Pte. Ltd. is a global chemical supply chain company that is engaged in the field of export, import, and trading goods. As a trading company that provides services and product deliveries as an outcome to their clients, Tradeasia International lies their capital not only from data but also from their employees. The issues emerged when the company did not implement the knowledge management system effectively as a learning method to share the knowledge throughout all employees, causing a direct impact on the service delivery delay. Considering the number of companies that provide similar services, the company needs to be able to apply knowledge management as a valuable asset owned by the company to solve the problems and also gaining competitiveness. Author objective of this study is to create and proposed a knowledge management system and implementation plan to overcome the challenges related to delay on service delivery in Tradeasia International Pte. Ltd. This research used PPT Framework, SECI Model, and Knowledge Stock and Flow Model as the tools that will help in proposing an appropriate knowledge management strategy to address the knowledge management issues related to service deliveries delay. The author also identified possible root causes related to the problems and visualized them into a fishbone diagram. In this research, the author uses the qualitative method and collects primary data and secondary data. Primary data gathered from the observation that the author does while doing the internship program and doing in-depth interviews with some stakeholders to gain insight and have a deeper understanding of the real situation in the organization. While secondary data is obtained from public documents of the company (Company Website and Brochure), Private documents (Organizational Structure and Employee Turnover), related journals, and textbooks. After the determined knowledge management objectives required, human capital, business process, and the use of existing technology issues into a PPT Framework, the author proposed knowledge conversion modes using the SECI Model by highlighting the importance of tacit and explicit knowledge, with Knowledge Stock and Flow Model knowledge will be efficient and transferable when all initiatives are within the culture of the organization. Lastly, the department and organization will be able to implement the knowledge management strategy as proposed. By implementing the knowledge management initiatives the company can encourage the employees to apply their knowledge for the benefit of the organization so that competitive advantage and service excellence can be achieved.