A PROPOSED KNOWLEDGE MANAGEMENT IMPLEMENTATION TO ENHANCE THE QUALITY OF DIGITAL PRODUCTS: A CASE STUDY IN IT TESTING & QUALITY ASSURANCE DEPARTMENT OF BNI

• Main Author: Pratiwi, Era
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/80904
• Institution: Institut Teknologi Bandung

This research addresses the escalating trend of incidents within Bank Negara Indonesia's (BNI) production area of its digital products. This trend not only poses a threat to the overall product quality but also positions BNI at a competitive disadvantage, particularly in the realm of digital products. The root cause of BNI's competitive disadvantages can be traced back to the high number of incidents, indicating a systematic issue in product quality. This, in turn, points to the ineffectiveness of the quality assurance process, a responsibility shouldered by the IT Testing & Quality Assurance department. Upon thorough investigation, a critical knowledge gap has been identified among the department's employees. This starkly highlights the absence of robust knowledge management (KM) practices within the department. The primary objective of this research is to rectify knowledge management inefficiencies within the department to bolster the quality assurance process and, consequently, enhance the quality of digital products. The research conducts a KM maturity assessment, followed by a detailed analysis of the root causes hindering effective KM implementation through FGD with the leaders of the department. The outcomes inform strategic recommendations to fortify KM practices, bridge existing knowledge gaps, and elevate the quality of BNI's digital products. This proactive approach aims to solidify BNI's competitive standing in the digital banking landscape.