KNOWLEDGE MANAGEMENT APPLICATION TO IMPROVE BUSINESS PERFORMANCE CASE STUDY IN RETAIL BUSINESS DISTRIBUTION DEPARTMENT OF ZEB STORE

• Main Author: Luqman Nulhakim, Muhammad
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/56865
• Institution: Institut Teknologi Bandung

Zebstore is a company engaged in the Retail Business Distribution department facing a series of business issues, including the company's performance, especially in terms of revenue which tends to decline in 2020, lack of use of technology, lack of competence as well as lack of employee education, and lack of synergy in operations. To overcome these problems, it is necessary for knowledge management application as an effort to improve company performance. The purpose of this study is to determine the priority knowledge that is needed in making knowledge management goals, recommend a Knowledge Management (KM) strategy design and propose a knowledge management project plan. This research uses a mix method research method that combines qualitative and quantitative research approaches. Quantitative research was conducted by conducting a survey to measure KM Maturity. Furthermore, the research findings were analyzed using fish bone diagrams and determined KM Maturity Gaps that must be met to improve the application of Knowledge Management (KM). Qualitative research is carried out by conducting interviews to find out the current Knowledge Management (KM) practice in accordance with the challenges faced by the company, then a desk study is carried out by observing the strategic transformation that has been carried out in accordance with job descriptions, daily activities and also Key Performance Indicator (KPI) to enrich information and improve analysis accuracy in assessing business problems. The findings show that the total average value of all Knowledge Management categories is 154.58 which means that Zebstore's KM maturity is included in the "refinement" category. It can be concluded that Zebstore has implemented KM activities and processes but it needs continuous evaluation for several gaps to improve processes and achieve team goals and strategic goals of the organization. There are several gaps that must be prioritized for improvement in the KM Framework, including the absence of a KM Manager and KM not yet being part of the KPI, there is no formal platform so that documenting knowledge so that the knowledge shared is still less accurate and reliable, there is no routine business process evaluation, there are no regulations related to KM, the IT platforms used are not accessible easily, there is no budget allocation for KM programs, there is no formal crossunit team collaboration to overcome challenges in business processes, and the realization of KM planning and roadmaps has not been carried out optimaly. To overcome these gaps in KM implementation, it is necessary to create an initiative program, including developing additional job descriptions for KM, modifying KPIs related KM, designing rewarding processes, developing KM Score Cards, conducting routine evaluations, providing additional tools, developing Knowledge Cafés, developing additional features on Zeb Store software, set the schedule for formal knowledge sharing sessions and create budget plans for KM implementation.