Naufal, Muhammad Aris (2021) "Analisis Implementasi Knowledge Management (Studi Pada Divisi Customer Service Di Pt. Telekomunikasi Indonesia Cabang Malang)". Sarjana thesis, Universitas Brawijaya.
Abstract
"Muhammad Aris Naufal, 2021, Analisis Implementasi Knowledge Management (Studi pada PT. Telekomunikasi Indonesia cabang Malang),Onni Meirezaldi, MM , Hanifa Maulani Ramadhan, M.AB Saat ini, banyak perusahaan di Indonesia yang bisa dimasukkan dalam kategori berskala nasional maupun multi nasional. Besarnya pasar yang dikelola suatu perusahaan Sangachal berimbas terhadap pengolahan data perusahaan, sehingga menggiring perusahaan menggunakan teknologi. Penggunaan teknologi dalam mengatur data sebuah perusahaan pasti tidak terlepas dengan pengaturan knowledge management yang rumit, tak terkecuali PT. Telekomunikasi Indonesia. Salah satu perusahaan milik negara ini memiliki cabang diseluruh penjuruh Indonesia yang salah satunya berada di Kota Malang. Perusahaan ini memiliki divisi customer service yang mana juga tidak melupakan penggunaan knowledge management. Teori yang digunaka menjabarkan knowledge management menjadi tacit knowledge, job procedure, dan technology. Penelitian ini bertujuan untuk mengetahui proses penerapan tacit knowledge, job procedure dan technology. Jenis penelitian yang digunakan yaitu deskriptif dengan pendekatan kualitatif. Penelitian ini dilakukan dengan cara wawancara dengan narasumber yang bekerja di PT. Telekomunikasi Indonesia cabang Malang. Wawancara dilakukan dihari yang berbeda tiap narasumbernya agar dapat mengembangkan informasi yang didapatkan. Hasil dari penelitian ini menunjukkan bahwa tacit knowledge sudah dilakukan dengan bentuk pengumpulan informasi dari tiap karyawan dan dibagikan melalui forum diskusi, atau yang disebut knowledge creation oleh kepala divisi customer service. Job procedure juga sudah diterapkan dalam pelaksanaan pelayanan meskipun tanpa adanya bentuk tertulis yang dapat dijadikan acuan. Technology juga sudah diterapkan dengan baik dalam perangkat berupa aplikasi yang terhubung dengan intranet perusahaan yang mana membantu karyawan untuk update data pelanggan secara berkala. Kata Kunci: Tacit Knowledge, Job Procedure, Technology "
English Abstract
Currently, many companies in Indonesia can be included in the category of national and multi-national scale. The size of the market managed by a company has an impact on the company's data processing, thus leading companies to use technology. The use of technology in managing a company's data certainly cannot be separated from complicated knowledge management settings, including PT. Indonesian Telecommunications. One of these state-owned companies has branches throughout Indonesia, one of which is in the city of Malang. This company has a customer service division which also does not forget the use of knowledge management. The theory is used to describe knowledge management into tacit knowledge, job procedures, and technology. This study aims to determine the process of applying tacit knowledge, job procedures, and technology The type of research used is descriptive with a qualitative approach. This research was conducted through interviews with resource persons who work at PT. Telecommunications Indonesia Malang branch. Interviews were conducted on a different day for each resource person to develop the information obtained. The results of this study indicate that tacit knowledge has been carried out in the form of collecting information from each employee and distributed through discussion forums, or what is known as knowledge creation by the head of the customer service division. Job procedures have also been implemented in the implementation of services even though no written form can be used as a reference. Technology has also been well implemented in devices in the form of applications that are connected to the company intranet which helps employees to update customer data regularly.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052103 |
| Uncontrolled Keywords: | Tacit Knowledge, Job Procedure, Technology, Tacit Knowledge, Job Procedure, Technology |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Unnamed user with username nurmasudah |
| Date Deposited: | 24 Oct 2021 01:59 |
| Last Modified: | 07 Oct 2024 07:42 |
| URI: | http://repository.ub.ac.id/id/eprint/185696 |
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