Value Network and SWOT-Based Knowledge Management System on Information Technology Division of The Bank Maria Seraphina Astriani (a*), Indrajani (b)
a) Computer Science Department
Faculty of Computing and Media, Bina Nusantara University
Jakarta, Indonesia 11480
*seraphina[at]binus.ac.id
b) Information Systems Department, School of Information Systems, Bina Nusantara University
Jakarta, Indonesia 11480
indrajani[at]binus.ac.id
Abstract
Information Technology (IT) has been widely used by most companies to improve competitiveness in the business, especially banks. It even becomes a crucial pillar to support business activities and should be managed properly to keep the continuity of its services. To achieve excellent IT services, knowledge among employees in IT division are needed to leverage their skills and shared the same information among them. The targets of this research are to accommodate knowledge procurement tools to record the problems and update the solutions on the helpdesk module, add knowledge presentation for searching solutions feature on agent helpdesk, and library module. The implementation of Knowledge Management System (KMS) based on Value Network and Strength Weakness Opportunity Threats (SWOT) analysis is the answer that has been waiting for to solve the existing problems, especially for human resources which tends to be difficult to manage. This solution gives many great benefits to the company to store the knowledge as the important assets, improve the collaboration between employees, help to search the solution based on the problem, support self-learning culture, make the process easy to do the knowledge sharing and distribution, and facilitating the aspirations and ideas of the employees
Keywords: Bank- IT services- Knowledge Management System- Value Network- SWOT
