developing knowledge management system for

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DEVELOPING KNOWLEDGE MANAGEMENT SYSTEM FOR HUMAN RESOURCES DEVELOPMENT AT PT FMP

By

JOHANNES NIKOLAS JAPAR 1-1210-107

A Thesis submitted to the Faculty of

ENGINEERING AND INFORMATION TECHNOLOGY Department of

INDUSTRIAL ENGINEERING

In Partial Fulfillment of the Requirements for the BACHELOR’S DEGREE

in

INDUSTRIAL ENGINEERING

SWISS GERMAN UNIVERSITY EduTown BSD City

Tangerang 15339 Indonesia

June 2014

Revision after the Thesis Defense on July 15^th 2014

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Johannes Nikolas Japar STATEMENT BY THE AUTHOR

I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.

Johannes Nikolas Japar

_____________________________________________

Student Date

Approved by:

Dr. Tanika D. Sofianti

_____________________________________________

Thesis Advisor Date

Ir. Invanos Tertiana, MBA

_____________________________________________

Thesis Co-Advisor Date

Dr. Ir. Gembong Baskoro, M.Sc

_____________________________________________

Dean Date

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Johannes Nikolas Japar ABSTRACT

DEVELOPING KNOWLEDGE MANAGEMENT SYSTEM FOR HUMAN RESOURCES DEVELOPMENT AT PT FMP

By

Dr. Tanika D. Sofianti, Advisor Ir. Invanos Tertiana, MBA, Co-Advisor

SWISS GERMAN UNIVERSITY

PT FMP is a gear and sprocket manufacturing company. PT FMP uses several manufacturing process in the production line. One of the problems faced by the company is when there is a senior employee who resigns from the company; the knowledge owned by the worker will also leaving the company. That situation can affect to the company’s productivity in a negative way. Knowledge management system ensures that his knowledge retained inside the company so it can be used later to train new employee or to develop the current employee become a multi-skilled workforce. The knowledge retained will be processed into standard operating procedure and video to be utilized later in the company.

This thesis project focuses on developing a knowledge management system for manufacturing process at PT FMP. The methodology used to develop KMS is KM- IRIS Methodology. KM-IRIS is divided into five phases: identification, extraction,

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Johannes Nikolas Japar representation, processing, and utilization. The deliverables of this thesis is KMS, including SOP and video. The user acceptance test is done to verify feedbacks from the employees and used to improve and revise the developed KMS. The result from the user acceptance test shows that SOP is more suitable to maintain the current skill and quality. While training activity for employee is supported only by video.

Instruction manual or manual book and training department are recommended to improve and increase the employee’s skill through training program in the company.

It is also therefore recommended to implement KMS in the company and create KM team in order to develop, to run, to evaluate, and to revise the KM in the company.

Keywords: Knowledge Management System, Human Resources Development, KM- IRIS Methodology, Standard Operating Procedure, Training Video, Gear

Manufacturing.

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Johannes Nikolas Japar DEDICATION

I dedicate this thesis for my parents, my beloved sisters, my friends,

myself, and future me.

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Johannes Nikolas Japar ACKNOWLEDGEMENTS

First of all, the author would like to thank God for all His mighty power and blessing throughout the making of this thesis.

The author would like to express his gratitude to the family, friends, and those who have supported the author in any way throughout the process of writing this thesis.

The author also owes the deepest gratitude to Dr. Tanika D. Sofianti and Ir. Invanos Tertiana, MBA, as advisor and co-advisor that always and keeps guiding, helping, and motivating to the completion of thesis. The author also would like to express his gratitude to Tutuko Prajogo, Ph.D., Ir. Triarti Saraswati, M.Eng, Aditya Tirta Pratama, S.Si., MT, and Cepi Muhammad Hanafi, SST., MT for their help and assistance in this thesis.

The author would like to thank PT FMP and all the employees for providing data and information needed for the completion of this thesis.

Last but not least the author would like to thank all the Industrial Engineering 2010 colleagues who shared the same pain and suffer throughout the making of this thesis, this is our final year.

God bless you all.

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Johannes Nikolas Japar TABLE OF CONTENTS

STATEMENT BY THE AUTHOR 2

ABSTRACT 3

DEDICATION 5

ACKNOWLEDGEMENTS 7

TABLE OF CONTENTS 8

LIST OF FIGURES 11

LIST OF TABLES 13

CHAPTER 1 - INTRODUCTION 14

Background ... 14

1.1. Research Problem ... 15

1.2. Research Purpose ... 15

1.3. Thesis Scope... 16

1.4. Thesis Limitations ... 16

1.5. Significance of Study ... 16

1.6. Thesis Organization ... 17

1.7. CHAPTER 2 - LITERATURE REVIEW 18 Data, Information, Knowledge & Wisdom ... 18

2.1. 2.1.1. Data ... 18

2.1.2. Information ... 19

2.1.3. Knowledge ... 19

2.1.4. Understanding ... 19

2.1.5. Wisdom ... 20

Knowledge Management ... 21

2.2. 2.2.1. History of Knowledge Management ... 22

2.2.2. Components of Knowledge Management ... 23

2.2.3. Type of Knowledge ... 25

2.2.4. Model of Knowledge ... 27

2.2.5. Knowledge Management Assets and Processes ... 30

2.2.6. Challenges for Managing Knowledge ... 31

2.2.7. KM techniques & technologies ... 33

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2.2.8. Knowledge Importance ... 38

2.2.9. KM-IRIS Methodology ... 39

Production Process ... 50

2.3. 2.3.1. Process Planning ... 51

Machine Elements ... 53

2.4. 2.4.1. Gear ... 53

2.4.2. Gear Manufacturing Process ... 55

Standard Operating Procedure (SOP) ... 56

2.5. CHAPTER 3 - METHODOLOGY 58 Thesis Methodology ... 58

3.1. 3.1.1. Phase I. Identification ... 59

3.1.2. Phase II. Extraction ... 67

3.1.3. Phase III. Representation ... 71

CHAPTER 4 - RESULT & DISCUSSION 74 Phase IV. Processing ... 74

4.1. 4.1.1. Standard Operating Procedure ... 75

4.1.2. Video ... 79

Phase V. Utilization ... 82

4.2. User Acceptance Test ... 83

4.3. 4.3.1. Respondents’ profile ... 84

4.3.2. SOP Testing Result ... 87

4.3.3. Video Testing Result ... 91

4.3.4. KMS Testing Result ... 95

CHAPTER 5 - CONCLUSION AND RECCOMENDATION 99 Conclusions ... 99

5.1. Recommendations ... 100 5.2.

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GLOSSARY 102

REFERENCE 103

APPENDICES 106

APPENDIX A – SOP & VIDEO DEVELOPMENT PLAN 107

APPENDIX B – EMPLOYEE DATA 109

APPENDIX C – STANDARD OPERATING PROCEDURES 111

APPENDIX D – VIDEO FOOTAGE 138

APPENDIX E - QUESTIONNAIRE 146

CURRICULUM VITAE 150

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Johannes Nikolas Japar LIST OF FIGURES

Figure 2.1. Data to Wisdom [3] ... 18

Figure 2.2. Components of Knowledge Management [4] ... 23

Figure 2.3. Model of Knowledge [8] ... 27

Figure 2.4. KMS Relation with Information & Knowledge [12] ... 41

Figure 2.5. Phase II of the KM-IRIS Methodology for KM [5] ... 44

Figure 2.6. Specialized Version of the KM-IRIS Methodology for Knowledge Management in an Enterprise [12] ... 49

Figure 2.7 Typical Sequence of Processes Required in Part Fabrication [17] ... 52

Figure 2.8. Gear Classification According to Shaft Position [19] ... 54

Figure 2.9. Gear Classification According to Gear Velocity [19] ... 54

Figure 2.10. Gear Classification According to Gear Teeth [19] ... 54

Figure 3.1. KM-IRIS Methodology [5] ... 58

Figure 3.2. PT FMP Business Process Mapping ... 60

Figure 3.3. Raw Material ... 61

Figure 3.4. Gear Blank (for Spur Gear and Helical Gear) ... 62

Figure 3.5. Gear Blank (for Bevel Gear) ... 62

Figure 3.6. Spur Gear ... 63

Figure 3.7. Helical Gear ... 63

Figure 3.8. Bevel Gear ... 64

Figure 3.9. Hardened Spur Gear ... 64

Figure 3.10. Spur & Helical Gear Manufacturing Process ... 65

Figure 3.11. Bevel Gear Manufacturing Process ... 66

Figure 3.12. Knowledge Extraction Procedure ... 67

Figure 3.13. Worker's Knowledge Map ... 68

Figure 3.14. PT FMP Manufacturing Process IDEF0 ... 69

Figure 3.15. Manufacturing Process Use Case Diagram at PT FMP ... 71

Figure 3.16. PT FMP Manufacturing Process Sequence Diagram ... 72

Figure 4.1. Spur & Helical Gears Manufacturing Process with SOP Identification Number ... 76

Figure 4.2. Bevel Gears Manufacturing Process with SOP Identification Number .... 77

Figure 4.3. V 1001 SHD Video Footage (number 1) ... 80

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Figure 4.4. V 1001 SHD Video Footage (number 2) ... 80

Figure 4.5. V 1002 SHD video footage (number 1) ... 81

Figure 4.6. V 1002 SHD video footage (number 2) ... 81

Figure 4.7. Respondent’s Result of SOP Clarity ... 87

Figure 4.8. Respondent’s Result of SOP Understanding ... 88

Figure 4.9. Respondent’s Result of SOP Executability ... 88

Figure 4.10. Respondent’s Result of SOP Perceived Advantage / Benefit ... 89

Figure 4.11. Respondent’s Result of SOP Learnability ... 89

Figure 4.12. Respondent’s Result of Video Clarity ... 91

Figure 4.13. Respondent’s Result of Video Understanding ... 92

Figure 4.14. Respondent’s Result of Video Executability... 92

Figure 4.15. SOP Respondent’s Result of Video Perceived Advantage / Benefit ... 93

Figure 4.16. Respondent’s Result of Video Learnability ... 93

Figure 4.17. Respondent’s Result of KMS Acessibility ... 95

Figure 4.18. Respondent’s Result of KMS Information and Knowledge Acquired .... 96

Figure 4.19. Respondent’s Result of KMS Importance ... 96

Figure 4.20. Respondent’s Result of KMS Perceived Advantage / Benefit ... 97

Figure 4.21. Respondent’s Result of KMS Learnability ... 97

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Johannes Nikolas Japar LIST OF TABLES

Table 2.1. Comparison Properties of Tacit vs. Explicit Knowledge [7] ... 26

Table 2.2. KM-IRIS Methodology for Knowledge Management in an Organization [12] ... 40

Table 2.3. Example of Phase I & II of the KM-IRIS Methodology after tailoring it to the needs of an enterprise [12] ... 45

Table 3.1. Phases I & II of the KM-IRIS Methodology at PT FMP ... 70

Table 4.1. List of Standard Operating Procedures ... 75

Table 4.2. List of Training Videos ... 79

Table 4.3. Respondents’ Age ... 84

Table 4.4. Respondents’ Education Level ... 85

Table 4.5. Respondent’s Working Period ... 85

Table 4.6. Working Difficulty Level ... 86

Table 4.7. Respondents’ Working Allocation ... 86

Table 5.1. Project Schedule for Future Development Plan ... 101

Table A.1. SOP & Video Development Plan... 108

Table B.1. Employee Data ... 110