Analysis of Knowledge Management Readiness with an Embedded Method: A Case Study of an After-Sales Service Organization in PT XYZ

Abstract

The establishment of a business, in general, is to create customers to be able to maintain the sustainability of the company. Knowledge has an essential role in improving the achievement of the company. By managing knowledge properly, it can increase the achievement of the company. This research is motivated by differences in the achievement of KPI targets between branches which are much different. Less than 30% of branch offices can achieve the target, resulting in unfulfilled achievements. Implementation of knowledge management is one way to improve company achievement, but 50-70% of companies fail in implementing knowledge management because it is only based on theory without considering organizational conditions and readiness. Measurement of implementation readiness is expected to reduce the risk of failure. The purpose of this study is to measure the readiness for the implementation of a knowledge management system. The method used in this study is a mixed-method, namely qualitative and quantitative research. The researcher builds the factors from a systematic literature review by mapping the critical factors of the implementation of knowledge management obtained 21 factors. Business experts validate and add three factors to accumulate as many as 24 factors, then weighted using AHP to organizational experts, and the results are multiplied by the instrument to calculate the level of KM readiness. The results of this study are the level of KM readiness at PT XYZ with a value of 84% or at the stage of being ready to apply knowledge management. Still, factors with values below 75% need to be better prepared, namely informal factors, training, technical knowledge, and responsibility.