Knowledge Management Best Practices Prepare for PT Gas Negara (Persero) Tbk. Bandung, 18 Oktober 2012 [email protected]
BankMandiri KM Best Practices Fathulloh Mandiri
Nov 03, 2014
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Knowledge ManagementBest Practices
Prepare for PT Gas Negara (Persero) Tbk. Bandung, 18 Oktober 2012
LOGO
Contents
1. 2. 3. 4.
Application & BenefitsStartegy & Implementation Organization & Measurement Challenge
Application & Benefits
LOGO Globalization of Business Learner Organization Corporate Amnesia Technological Advances
The major business driver in Application Knowledge Management
LOGO Globalization of Business Learner Organization Corporate Amnesia Technological Advances
The major business driver in Application Knowledge Management
Hows these four driver apply in PT Gas Negara and in your Unit?
Benefits LOGO
KM ImplementationMemudahkan & mempercepat pekerjaan Mempermudah dalam pengambilan keputusan & penyelesaian masalah Membangun kebersamaan antar sesama pegawai Memiliki informasi & pengetahuan yang up to date Mendapatkan tantangan sekaligus kesempatan untuk berkontribusi
Membangun keahlian dan profesionalisme Membangun proses peer-to-peer mentoring Memfasilitasi jejaring dan kolaborasi yan efektif antar fungsi Mengembangkan standar kerja bagi anggota yang disepakati bersama Membangun common language terkati isu-isu terkait Membantu pengembangan strategis Mempercepat penyelesaian masalah & Penyebaran best practices Penyempurnaan produk, service & inovasi Memampukan perusahaan untuk terus leih baik dan lebih kompetitif Membangun organization [email protected]
LOGO Learning Organization
Learning Organization adalah organisasi yang terus menerus belajar
Learning Organization adalah tempat dimana pegawai mampu terus meningkatkan kapasitasnya, dimana pola pikir baru terpelihara dengan baik, aspirasi kolektif bebas diungkapkan dan pegawai dapat belajar secara berkelanjutan baik secara perorangan maupun berkelompokAdded Value Added Value Tuntutan pasar
Tuntutan pasar
Kemampuan Perusahaan
Kemampuan Perusahaan
Waktu Perusahaan pada umumnya Learning Organization
Waktu
Strategy & Implementation
KM Model & Strategy LOGO
LEARNING ORGANIZATIONKNOWLEDGE MANAGEMENT
TechnologyKnowledge Management (KM) terkait dengan kegiatan dan langkah teknis yang dilakukan suatu organisasi dalam mengidentifikasi, menyediakan dan menyebarluas-kan pengetahuan, know-how, expertise, intellectual capital dan bentuk pengetahuan lainnya untuk pengembangan, penggunaan dan transfer pengetahuan dan proses pembelajaran dalam organisasi.
LOGO
KNOWLEDGE MANAGEMENT PROCESS BY ALAVI
Technology
KNOWLEDGE CREATION/ACQUISITION LOGO
Dua pertanyaan yang di address dalam proses Knowledge Creation/Acquisition Bagaimana karyawan dapat mengakuisisi knowledge Bagaimana perusahaan dapat, memanfaatkan knowledge yang diperolehnya, karyawannya atau nasabahnya, untuk dapat memberikan added value (manfaat) pada perusahaan
KNOWLEDGE CREATION/ACQUISITION LOGO
KNOWLEDGE CREATION/ACQUISITION LOGO
KNOWLEDGE CREATION/ACQUISITION LOGOPEGAWAI DARI PERUSAHAAN Sharing Session Forum/Role Play Training & Mengajar Job Assignment/Attachment Coaching & Mentoring Meeting Membaca buku/majalah /SE/SOP/SOM Seminar/Public Training Training/Workshop, Access eLearning/KMS Customer Gathering Pertemuan rutin pelanggan Komplein/usul langsung Benchmarking
PEGAWAI DARI PEGAWAI PERUSAHAAN/PEG AWAI DARI PELANGGAN Ide/Saran/Inovasi SOP/Manual Modul Training Produk MRI Survey Pengaduan Nasabah Call Center Complain
PEGAWAI DARI PELANGGAN
Research Benchmarking Consultant SAP/LOS
PERUSAHAAN DARI PEGAWAI
PERUSAHAAN DARI SUMBER LAIN
KNOWLEDGE STORAGE/ORGANIZATION LOGO
Customer Knowledge
Employee Knowledge
Organization Knowledge
STORAGE SYSTEM
LOGODelphi Group SurveyRepositories of Corporate Knowledge Resources
Employees' Brain 42%
Paper Documentation 26%
Electronic Knowledge Base 12%
Electronic Documentation 20%
STORAGE SYSTEM LOGO
KNOWLEDGE DISTRIBUTION LOGOSOPSurat Bulletin Classroom Role Play SE
Brosur
Sosialisasi
Document BaseAnnual/quarterly report
Sharing
By Learning ProcessCoaching
CORPORATE KNOWLEDGE
Majalah
Several Milises
R&D Workshop
Forum LMS
Electronic Base
Corporate Website Corporate Portal
eLearning CD/VCD/DVD
KNOWLEDGE APPLICATION LOGO Produk yang lebih memenuhi kebutuhan Pelayanan yang lebih baik
Peningkatan pengetahuan Peningkatan kompetensi Perangsang ide baru/inovasi Peningkatan kinerja
Ide perbaikan Innovation Solusi masalah Produk / fitur baru Sistem baru Proses baru Prosedur baru Image yang lebih baik Network baru Nasabah baru Efisiensi
KNOWLEDGE APPLICATION LOGO
1System Evaluasi Training di setting hingga ke Level tertinggi (5), min Level 3 dengan bantuan atasan langsung
2Kewajiban presentasi/sharing secara khusus untuk Pegawai yang telah mengikkuti Training/Workshop
3Program perbaikan proses dan inovasi
EVALUASI
KEBIJAKAN
PROGRAM
Organization & Measuerement
ROAD MAP IIMPLEMENTASI KNOWLEDGE LOGO MANAGEMENT DI BANK MANDIRI
mandiri - KM RoadMap
2009 - 2010
Enhancement Seminar Bulletin Learning Knowledge Portal Training Becoming Knowledge Worker Forum/CoP Sharing Training writing Skill Customer Gathering Process Improvement Innovation Day Out Perpustakaan KM Modeling Learning Point MAKE Award
2007 - 2008
BM as Learning Organization
Development Seminar Bulletin Learning Knowledge Portal Training Becoming Knowledge Worker Forum/CoP Sharing Training writing Skill Customer Gathering Process Improvement Innovation Day Out
2005 - 2006
Introduction Seminar Bulletin Learning Knowledge Portal Training Knowledge Management Awareness
LOGO
LOGO
Winner Indonesian MAKE Study 2010/2011
LOGO
LOGO
MAKE FRAMEWORKMost Admired Knowledge Enterprise (MAKE) Framework Teleos
Organizational Value
Innovation
Organizational Learning
Customer Knowledge
Intellectual Capital Management
Knowledge Sharing & Collaboration
Organizational Culture
Leadership
LOGO
balance score card
KM Challenge
KM Components LOGOKM IT System
Budget Bandwidth Compatibility Integration
Knowledge Base Organizations
Knowledge Culture
Knowledge Architecture
Learning Behavior Sharing Behavior
Process Measurement
LOGO Knowledge
Sharing Barriers
10 most frequently mentioned*
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Silo Mentality 11,3% Knowledge is Power 6,2% Managers lack processes for sharing 5,1% Time not allowed for Sharing 4,5% No K-Sharing from top Executives 4,4% Manager are not walking the talk 3,8% Poor IT System 3,7% Lack of encouragement from Management 3,1% Bureaucratic Procedures 2,3% Managers resistant to Change 1,8%
*)Source: 905 free text comments in CCS survey of 2.988 employee in 92 business units and departments 50/50 public/private
LOGO Knowledge
Sharing Barriers
10 most frequently mentioned*
1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Silo Mentality 11,3% Knowledge is Power 6,2% Managers lack processes for sharing 5,1% Time not allowed for Sharing 4,5% No K-Sharing from top Executives 4,4% Manager are not walking the talk 3,8% Poor IT System 3,7% Lack of encouragement from Management 3,1% Bureaucratic Procedures 2,3% Managers resistant to Change 1,8%
*)Source: 905 free text comments in CCS survey of 2.988 employee in 92 business units and departments 50/50 public/private
KEY SUCCESS FACTOR LOGO
Culture IT Magic
5%
90%
5%
By Robert Buckman
www.themegallery.com
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