PERANCANGAN USULAN INTERVENSI TERHADAP PENINGKATAN KAPABILITAS IMPLEMENTASI LEARNING ORGANIZATION DI TIKET.COM

• Main Author: Rayhan Alfaridz, Aldian
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/76213
• Institution: Institut Teknologi Bandung

PT Global Tiket Network (tiket.com) is an online travel agent (OTA) company founded in August 2011. With the negative impact of the COVID-19 pandemic on the overall tourism industry, tiket.com continues to make efforts to develop the company and ensure the sustainability of its business activities, including optimizing the Learning & Development function. This fast-paced effort by tiket.com demands the company to transform into a learning organization effectively. Based on preliminary interviews conducted, several problems were identified within the five subsystems of the learning organization, resulting in various symptoms spread across multiple aspects of the company. Therefore, this study is aimed to identify the root causes of each symptom as the basis for proposing improvements in the implementation of the learning organization initiative at tiket.com, using the organizational development framework. The research began with the entering & contracting phase, which involved identifying the problems that need to be addressed in the company. Next, a series of diagnostic model development was conducted in the diagnosing phase to identify the root causes of each problem in the company. This diagnostic model development resulted in a maturity model that was tailored to the research needs and consists of five dimensions for assessment: learning, organization, people, knowledge, and technology. These dimensions served as guidelines for assessing the maturity level of the learning organization at tiket.com through semi-structured interviews with selected company representatives who can provide insights into the company's actual condition. The interview results were then validated by tiket.com's CPO to obtain the final maturity values for each assessment indicator. Subsequently, a radar chart was constructed to aid in identifying dimensions with improvement opportunities, with a maturity level of 4 considered the ideal condition. The ideal condition was determined based on the aggregate maturity value calculation. Each dimension and indicator with a maturity value below 4 were reviewed for improvement opportunities, resulting in 14 identified improvement opportunities. These improvement opportunities were then categorized into nine potential components. In the next phase, the ICE scoring model was used to prioritize the improvement initiatives. As a result, the development of a knowledge documentation feature was identified as the priority improvement for the company. Based on the identified priority improvements, an ix intervention design was developed to create a learning repository as a knowledge documentation feature for tiket.com.