Knowledge Management Performance Measurement from Customer Capital Perspective in XYZ Inc

Knowledge Management Performance Measurement from Customer Capital Perspective in XYZ Inc

Author		: AMELIA KURNIAWATI; LUCIANA ANDRAWINA; AMALIA YULI ASTUTI
Published on	: Knowledge Management International Conference (Universiti Utara Malaysia, Langkawi Island, Malaysia)

Abstract

“Knowledge has become one of the most valuable assets for a company and has an important contribution in the tight competition. One of the companies that has been implementing knowledge management system as one of the aspects of its managerial practice is XYZ Inc. In implementing knowledge management system, XYZ Inc needs to evaluate knowledge management alongside to know the value and benefits generated.

In this research, the performance of the knowledge management is measured using knowledge management balanced scorecard focusing on the perspective of customer capital. The first process is breaking down the vision, mission, and strategy of the knowledge management of the company into the objective strategy, critical success factor, and also company???s success indicators for each customer capital dimension. It results in 46 success indicators. The next process is determining the weight by using Analytical Hierarchy Process (AHP). The result shows that ???enhanced product or service quality??? dimension is the dimension that has the highest weight (27.91%), the second is ???creation of more value to customers??? dimension (26.86%), the third is??? customer retention??? dimension (25.14%), and the last is ???better customer handling??? dimension (20.11%). The last process is measuring knowledge management system performance based on the weight and the score of the success indicators. The whole performance score of XYZ Inc is 3,528 with assessment category ???Good???.”

Keywords: Knowledge Management Performance, Customer Capital, Knowledge Management Balanced Scorecard.