EVALUATING THE IMPLEMENTATION OF STANDARD OPERATING PROCEDURE (SOP) ACCORDING TO KNOWLEDGE MANAGEMENT (CASE STUDY OF BANK KELUARGAâS FRONTLINER)
Knowledge has various forms, one of which is the Standard Operating Procedure (SOP) which is a written determination of what must be done, when, where, by whom, how to do it, what is needed, and others, all of which must be obeyed and done. in general, the number of SOPs will be directly proportiona...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/63521 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Knowledge has various forms, one of which is the Standard Operating Procedure (SOP) which is a written determination of what must be done, when, where, by whom, how to do it, what is needed, and others, all of which must be obeyed and done. in general, the number of SOPs will be directly proportional to the company's growth. The more a company grows, the more it will increase the number of SOPs or will cause more changes or adjustments to SOPs. This is in line with what happened at Bank Keluarga which during 2008 – 2016 Bank Keluarga expanded its business by adding Wholesale, Sinaya, Mitra Usaha Rakyat, Mitra Bisnis, WOW!, and Jenius. Each line of business has its own branch specifically to serve the segment it covers. Gemilang Project with Branch Integration as one of its initiatives then integrates the services of each line of business into one universal branch and to allow service across lines of business. However, the facts that 54% of frontliners received below standard Branch Quality Assessment Rating and 68% of branches received an average and below standard Branch Assessment rating make it necessary to to evaluate the implementation of standard operating procedures (SOP) according to the knowledge management system especially in frontliner of Bank Keluarga and provide a proposed recommendation to improve the results of the implementation of standard operating procedures in frontliners of Bank Keluarga.
Primary data collected using questionnaires then SPSS Statistical Software 26 version has used to analyze the data. The result of the research obtained that Leadership (X1) and Learning (X6) are the only two variables that significantly affect the outcome, based on the significant t value that they both have 0,029 and 0,000 less than ? = 0,05, which means and the Beta value is positive, the greater one’s leadership inside an organization or community or one’s ways of learning, the higher the outcome will be. The three independent variables have significant t values greater than ? = 0,05, which are People (X2), Technology (X4), Knowledge Process (X5), which mean they did not have a significant effect on outcomes. And Process (X3) variable, the beta value is -0,079, and the t value, as seen from the table above, is 0,308 greater than ? = 0,05, which means that Process (X3) variable has no effects towards outcomes.
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