IMPLEMENTATION OF KNOWLEDGE MANAGEMENT FOR PERFORMANCE IMPROVEMENT IN BANKING OPERATION UNIT: CASE STUDY OF BANK RUBY

Over the past years, the world has faced with the massive changes that disturb every industry, including banking. There are a lot of aspects that stimulate it, global economic, technology implementation and last but the very recent unfortunate period of COVID-19 pandemic. In Indonesia, Bank RUBY is...

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Bibliographic Details
Main Author: Ayunda Novita MZ, Gusti
Format: Theses
Language:Indonesia
Online Access:https://digilib.itb.ac.id/gdl/view/63510
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Institution: Institut Teknologi Bandung
Language: Indonesia
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Summary:Over the past years, the world has faced with the massive changes that disturb every industry, including banking. There are a lot of aspects that stimulate it, global economic, technology implementation and last but the very recent unfortunate period of COVID-19 pandemic. In Indonesia, Bank RUBY is one of the foreign banks that have been operating for several decades and already gone through a lot of critical events, difficulties, challenges and crisis. The pseudonym of RUBY will be used during this research for confidentiality purpose from the entity. Moreover, in order to stay relevant, Bank RUBY must acknowledge that data, information and knowledge is deemed critical variable to be constantly improved, reviewed and periodically updated so it will be increasing the value in a linear basis with the changes of the environment. Besides the aspects mentioned previously, as a banking entity, it is also one of the high regulated industry. Therefore, the changes may be as mandated to comply with the elasticity of the regulations initiated by central bank. On the operational side of Bank RUBY, it also encounters the same challenges, whereby, from globally, the bank itself must adapt on the internal changes; for example, restructuring of organizational chart, process centralization, merger and even lay-off with the other term of golden hand-shake. In addition, of all around the changes, it somehow imposed to the performance. Incidents due to the error processed made by the team led to the loss that should be borne by the respective unit. Knowledge sharing is one of the approaches to cater the gap by learning from the issues and may produce a more appropriate process (Janur, 2016). Knowledge gap among the staffs must be considered as the results of the changes itself that happened in Bank RUBY especially Operation unit. Therefore, this research will be focusing on the knowledge management aspect of how to identify key variables that will be improving the performance of Bank RUBY cash operation unit and propose the recommendation and solution to the bank, who will be the participants and what tools can support the implementation. Knowledge Management approach will start at defining the objectives of the knowledge management implementation, answering 9 (nine) questions related to the knowledge management components, determining the knowledge management strategy, and setting the 10 (ten) commitments from high level management then setting the plan to implement it. By implementing the knowledge management, operation unit may improve their performance and able to mitigate the risk of improper processes on ground.