PERBAIKAN MANAJEMEN PENGETAHUAN TERKAIT SISTEM PENGELOLAAN PELANGGAN BERDASARKAN TAHAP PERTUMBUHAN PT GUREE MENDUNIA TIADA HENTI
PT Guree Mendunia Tiada Henti (further mentioned as Guree) is a food and beverges-based company. It was founded in the end of 2019 located in several sites in Jakarta. The products offered to the customers are premium quality rice bowls served in elegant appearance. Hence, the market targets of Gure...
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Format: | Final Project |
Language: | Indonesia |
Online Access: | https://digilib.itb.ac.id/gdl/view/71521 |
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Institution: | Institut Teknologi Bandung |
Language: | Indonesia |
Summary: | PT Guree Mendunia Tiada Henti (further mentioned as Guree) is a food and beverges-based company. It was founded in the end of 2019 located in several sites in Jakarta. The products offered to the customers are premium quality rice bowls served in elegant appearance. Hence, the market targets of Guree are Jakarta citizens with middle-upper socio-economy status. However, after the positive trend happening during 2021 until its peak in March 2022, the sales is significantly decreasing until August 2022. The percentage reaches 90% of decline compared to March 2022. Hence, Guree's team is struggling to solve this problem due to the loss it causes. Therefore, the research is aimed for helping Guree identifying the root cause and solve it.
Data collecting was done by interview and direct observation through online platform such as WhatsApp group because the researcher is one of the employees occupied there. The data then processed and analysed using thematic analysis. The root cause identified is the absence of standardized knowledge management in customer relationship management in Guree. In order to suit the solution to the current situations, the research involved identifying Guree's growth stage, evaluating customer relationship management in Guree, and auditing knowledge management currently implemented in Guree.
Guree is now at the expansion stage of growth. The result also showed that 10 out of 12 activities are running in customer relationship management and two of them are not implemented by standard. Moreover, the maturity of knowledge management implemented within customer relationship management in Guree is on initiation level meaning that Guree just starts realizing the importance of implementing knowledge management. From seven categories comprising knowledge management, one which has the least score is knowledge process. Therefore, the solution designed for the problem is a simple spreadsheet-based information system within the customer relationship management activities in Guree.
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