PROPOSED INNOVATION IN KNOWLEDGE MANAGEMENT FOR CONCENTRIX INDONESIA’S SALES BUSINESS UNIT

• Main Author: Ramiza Akram Sugito, Dzikra
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/65675
• Institution: Institut Teknologi Bandung

Concentrix was previously part of SYNNEX Corporation as a subsidiary. In 2004, the company BSA Sales was acquired and its name was changed to Concentrix. Concentrix has become a fully autonomous company after its separation from SYNNEX Corporation at the end of 2020. The existing business problem relates to one of Concentrix's business units in Indonesia, namely the client business unit entrusted to Concentrix Indonesia. The company is known as Samsung Malaysia Electronics (SME). Concentrix's solution for this client is to generate revenue by selling goods online. Employees of Concentrix have been allocated to this client and are responsible for representing the company to the client. The difficulty of employees in finding and providing information to customers is an existing business issue. In this research, the concepts of innovation and knowledge management are used to analyze and provide suggestions for existing business issues. The method used is qualitative research with interviews as a data collection tool. The results of the analysis show that several knowledge management activities and tools are needed. Root cause analysis, People, Process, and Technology (PPT) framework, and Socialization, Exploration, Collaboration, Internalization (SECI) framework are used to analyze business issues. There are several recommended knowledge management tools to use, including communities of practice, mentoring, expert locators, knowledge repositories, and collaborative virtual workspaces. The implementation plan begins with submitting the project to management first, followed by research on the concept of knowledge management itself. Then proceed with the design and preparation phase, where the implementation phase follows after. After the initial implementation is carried out, an evaluation process will be carried out to review usage for users.