Optimizing Operational Performance Through Knowledge Management Practices: An Edtech Case Study
DOI:
https://doi.org/10.17509/edulib.v15i2.91474Keywords:
Documentation, Knowledge Management, Operation Performance, SECI model, Self LearningAbstract
As a growing Indonesian EdTech firm with a diverse client portfolio, the operation division faces some challenges in collaboration, documentation, upskilling, and onboarding. These challenges reveal gaps in knowledge management (KM) practices that hinder the optimum operation performance. To answer each of the research questions comprehensively, researchers use qualitative methods and thematic analysis to analyze the data. Primary data was gathered through in-depth interviews with seven internal respondents and one from another industry with a dedicated division to implement KM. There are 12 emerging themes from the 136 unique codes that are being categorized into SECI framework. The Socialization mode occurred informally through knowledge transfer and asking a peer for help, externalization tends to be deprioritized and scattered, Combination was limited by a significant technical skill gap, and internalization relied heavily on self-learning. This research proposes four structured action plans that align with the SECI model to optimize operation performance. The action plans are the KM Sharing Program, the Documentation First Movement, Optimize Process and Technical Capabilities, and Structured Internal Learning. Although the action plans have not yet been implemented, they are formulated based on internal suitability and best practices from another highly dynamic industry.References
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