IMPROVING THE CERTIFICATION PROCESS AND EXPANDING NEW MARKET SEGMENT AT PT. DECRA GROUP INDONESIA THROUGH KNOWLEDGE MANAGEMENT

• Main Author: Rahardian Firmansyah, Muhammad
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/79702
• Institution: Institut Teknologi Bandung

The information technology industry demonstrates promising growth in the postCOVID era, offering lucrative business opportunities for certification companies. The GDP growth rate of the IT market ranks fourth among the fastest-growing industries in Indonesia, showing a 7.19% increase from 2022 to 2023. PT. DECRA Group Indonesia, a certification company, intends to enter the new market of the IT industry. Knowledge plays a crucial role in the certification process, especially for ISO auditors who require extensive knowledge of various business types. Therefore, this research focuses on exploring the role of knowledge management in supporting the certification process and market segment expansion at PT. DECRA Group Indonesia. The data collection method in this study involves qualitative data collection through interviews with business owners, human resource managers, operational directors, auditors, and customers. Interviews with internal stakeholders aim to gain a deep understanding of their perspectives on the certification process, auditor competencies, and views on expanding into new markets. Meanwhile, customer interviews aim to capture the customer's perspective as recipients of services from PT. DECRA. The interviews revealed several aspects, such as the company's excessive use of outsourced auditors to meet client demand, the company's desire to expand its current market, the certification process at the company, and positive customer views on DECRA's services. Additionally, secondary data sources such as the company's website, the company's certification process chart, auditor competency review forms, and a list of employee competencies will be used to complement the research. Subsequently, an analysis is conducted using the Knowledge Management approach. This analysis uses the Goal-Oriented Analysis approach with the GoalOriented Analysis model to identify what needs to be done to achieve the company's goals. Based on this analysis, a Knowledge Management Framework Table is built based on People, Process, and Technology for each improvement that needs to be made. Furthermore, the SECI Model, derived from the Knowledge Management Framework Table, guides the implementation of knowledge management practices, facilitating the conversion of tacit knowledge into explicit knowledge to drive organizational innovation and learning. Additionally, to ensure successful iv implementation in the SECI model, the Integrated Learning Cycle is developed, considering both offline and online communication channels, as well as crucial learning processes for effective knowledge transfer and acquisition. To facilitate the implementation of knowledge management strategies, a KM Roadmap is developed, providing a structured and simple approach for DECRA to align considerations of people, process, and technology to support knowledge management initiatives. This research emphasizes the crucial role of knowledge management in driving the business growth of PT. DECRA Group Indonesia, enabling the company to enhance internal operations, develop competencies, successfully tap into the IT market, and leverage knowledge as a strategic asset for sustainable innovation and competitive advantage.