KNOWLEDGE MANAGEMENT FOR QUALITY ASSURANCE INNOVATION IN THE OPERATIONS QUALITY ASSURANCE DIVISION OF BANK BAKTI KARYA PURNA

• Main Author: Joko
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/67628
• Institution: Institut Teknologi Bandung

Bank Bakti Karya Purna is a commercial bank serving multiple customer segments. The Bank has continued to expand its services and network through the development of various businesses, including digital banking in Indonesia. As the Bank continues to grow, complexity and demand arise for its operational function to enhance capability, adaptability, and operational excellence. As internal control in operational function, Operations Quality Assurance (Ops QA) is expected to contribute more to guiding operational functions, to upgrade its efficiency and effectiveness, while at the same time enhancing internal control capability. The management has envisioned the innovation of Ops QA to become Next Generation Ops QA whereby Ops QA extends its role in 2 (two) dimensions, to become Guardian and Preventive Control Agent. As Guardian, Ops QA should be able to become enablers by providing assistance, advice, and consultation to help operational functions improve. As Preventive Control Agent, Ops QA should be able to provide information or knowledge on whether a certain fundamental change to the process is required for preventive measures. To achieve the vision, the Ops QA needs to innovate new work processes and improve its capability. This research is conducted to identify the gaps and issues of capability and knowledge in the organization and to propose the approach to achieve innovation in Ops QA using a knowledge management framework comprising people, process, and technology.