Frontline Personnel Knowledge Sharing and Transfer

SSRG International Journal of Computer Science and Engineering (SSRG-IJCSE) – volume 3 Issue 8–August 2016
ISSN: 2348 – 8387 www.internationaljournalssrg.org Page 109
Frontline Personnel Knowledge Sharing and Transfer
(PT. Wahana Ottomitra Multiartha, Tbk.)
Mochammad Iswan Perangin-angin1
, Muslim2
, Andysah Putera Utama Siahaan3
Faculty of Computer Science
Universitas Pembangunan Panca Budi
Jl. Jend. Gatot Subroto Km. 4,5 Sei Sikambing, 20122, Medan, Sumatera Utara, Indonesia
Abstract - At the moment the service is a matter that
could be considered to determine the relevant
performance of a company. Society in general demand
for a given service can satisfy. PT Wahana Ottomitra
Multiartha, Tbk is one of the leading finance
companies in Indonesia. In operational activities
related to improving the integrity of the service, then
the PT. WOM Finance applies based services front
line or better known as customer service. PT. WOM
Finance has implemented knowledge management
(Knowledge Management / KM) in organizational
systems. In this paper, the authors try to develop
several models of knowledge sharing on the
environment front line in the PT. Wahana Ottomitra
Multiartha, Tbk. Knowledge sharing process is more
directed to the front line of new officers who still lack
experience in the field. The changing the method of
knowledge sharing is expected to produce some
changes that lead to better conditions. One of the
results of this research is it can reduce the length of
time communicating among the old and new frontline
personnel.
Keywords - Data mining, Classification , Naïve bayes,
C4.5
I. INTRODUCTION
The times are very fast at this point requires many
companies to improve services in a professional
manner by the field that are run by their respective
companies. Developments in information technology
and the ease in accessing the information needed has
also become one of the factors for the company in
providing products or services that can meet the needs
of consumers.Much can be done by the company to
meet the wishes and needs of the consumers, one of
which is to give a good impression of related products
or services provided to consumers [5].At the moment
the service is a matter that could be considered to
determine the relevant performance of a company.
Society in general demand for a given service can
satisfy. The service is an additional activity beyond
the basic tasks (job description) are given to
consumers or customers, clients, etc., and felt both as
a tribute or homage [6][7]. Human services needed are
two types, namely the physical services of personal
nature as human and administrative services given to
others as a member of the organization, be it private or
state organizations.
PT Wahana Ottomitra Multiartha, Tbk is one of
the leading finance company in Indonesia which has a
long history. The company has several times changed
its name. Originally PT Jakarta Tokyo Leasing that
was built in 1982. In the same year, the name was
changed to PT Fuji Semeru Leasing. Then in 1997 the
name was changed to PT Wahana Ometraco
Multiartha.The quality of service must always be
monitored and improved. The level of service quality
can not be judged only from the viewpoint of the
company, but should also be viewed from the
perspective of the service user ratings. Especially for
the front service line, service quality is pointing to the
level of the service excellence front line held, which
on one hand can satisfy the users of services and on
the other procedure for the organization of the code of
ethics and standards of front service line that has been
set.
However, if we look at the problem only regarding
service quality and customer satisfaction only, of
course, we will be a lot of obstacles are significant,
especially in the effort penning kalan internal
productivity. Because underneath it all there is a chain
long enough to be able to create good quality services
and the creation of customer satisfaction [8]. One of
them is a problem that is sometimes considered not to
be important is the problem of the front line. The
actual front line plays a very important to the creation
of all of the above because the front line is the part
that is directly related to the customer. In the
framework of the process of achieving goals and also
to overcome the problems mentioned above, it takes
the ability both practically and theoretically on the
front line. From the preceding, the author tries to
analyze some models of knowledge management with
a focus on the front line as its object to develop a
system. It will be able to guide or reference for the
front line, especially in Medan branch in conducting
all sorts of procedures front line with service quality
as well as the process of measuring the effectiveness.
II. RELATED WORK
The research related to the quantity of knowledge
management is quite a lot. This is due to the direct
relationship that significant between the real-world
needs today, especially in the era of globalization with

the science of knowledge management [3][4]. The
main elements of knowledge management and the
relationship between elements. One model describes
the start of the goals of knowledge, identification,
acquisition, development, distribution and sharing, the
use of knowledge, they are stored until the evaluation
phase of the knowledge. Where the whole cycle would
produce very good views and the perspective of
effectiveness and efficiency of knowledge at the time
of its implementation later in the real world. Figure 1
shows the complete element of knowledge.
Fig. 1 Knowledge elements
Knowledge sharing is a key success factor related
to the implementation of knowledge management both
within the organization with a large and small scale.
Several previous studies that relate directly or
indirectly to this study include researchers from
Cumming which addresses fully associated with
implementing the technique practical knowledge
sharing in knowledge management [1].
Goh in his study also describes the existence of a
fairly close relationship between knowledge
management to knowledge sharing which in turn is
expected to result in a innovation that is efficient and
has a high enough value. His research also explains
the aspects of what can be a supporter or inhibiting
knowledge sharing across an organization [2].
Cummings describes how valuable the process of
knowledge sharing in the effort to simplify some of
the tacit knowledge that is important for an
organization to become explicit knowledge is easier to
be documented and effective in the transfer process
[1].
To determine the extent of the contribution of
knowledge sharing in this study, the authors tried to
do a literature review of several studies specifically
addressing the types of knowledge anything that is
directly related to this study.
III. PROPOSED WORK
A. Basic Model
The basic model of this study describes a long
process from start recruiting front line officers up to
the job evaluation process in a company. This model
is an initial input of knowledge management modeling
front line. In this model, explained that a system
comprising front line and two (2) main components,
namely the front line officer time and the attendant
new front line. Often there is still a significant gap
between the front line officers a long time with the
attendant new front line. Among these gaps are
regarding the practical ability of front line officers that
has not been in line with expectations. Then the rate of
adaptation of front line officers new still not uniform
in which representatives of a new front line that does
not require a lot of time to adapt, but there is also a
new line front officer that have not been able to adapt
well to the prescribed time limit. Therefore, this model
is striving to reduce this gap by providing an accurate
picture of both parties about their functions and
responsibilities, relationships with the performance,
productivity and quality of service in the front line of
a company.Figure 2 shows the basic model.
Fig. 2 Basic Model
B. Knowledge Transfer Model
Model knowledge transfer looks focused on the
real issues going on in the world front line. In this
model, explained that the success of a system
irrespective of the front line is no good cooperation
between the supporting elements, namely a front line
supervisor, clerk front line front line of old and new
officers. In some of the consumer finance company in
Indonesia, front line supervisors can be considered an
expert regarding both practical skills and management
capabilities. This is due to a front line supervisor
selected from a long line front officer who rated it
meets certain criteria. A front line supervisor usually
provides their knowledge well to the clerk front line
long and attendant front the new line both reactively
and proactively. While the clerk front line a long time,
in addition to functioning as an operational personnel
front line, also serves as an assistant clerk front the
new line in the running duties. Long front line officers
also have contributed not a little to the development of

front line knowledge required in the process of
handling consumer in the front line.
The new front line officers are also expected to
function as workers prepared for the regeneration of
front line officers a long time. Practical ability is still
limited actual not an obstacle for front line officers
new to have a good performance. It is precisely the
theoretical capability that is owned and relatively still
quite new because the average officer new front line is
the fresh graduate, then this can be used as a control
tool for front line officers a long time. Good and quick
adaptation will greatly assist front line officers to
display the actual performance.
In this model, described how the measures are
undertaken to anticipate protracted gap between the
ability of front line officers a long time with the
attendant new front line. Also, to relying on training
activities both internally and externally, which are
compulsory and routine, there are steps that it is
perceived to be more effective results is by way of
knowledge sharing is done between officials with the
new front line officers as well as with the old front
line front line supervisors. To maintain consistency
and also to simplify the process of knowledge sharing
that can take place on an ongoing basis, we need a
process of documentation of all existing knowledge,
both practically and theoretically.
Fig. 3 Knowledge Transfer Model
C. Knowledge Sharing Model
This model is the result of the development of
models of knowledge sharing that had been previously
developed by Bhirud et.al (2005). Modiflkasi minor
mode Bhirud et.al (2005) carried out in the case of
further explanation of the initial input of explicit
knowledge and tacit knowledge and what elements are
involved in the process of knowledge sharing, that
front line officers new, frontline officers and old front
line supervisor.
Explicit knowledge in this model is built from
three (3) terms, namely, internal training conducted by
the company where workers front line work, training
external held outside the company as well as the
theory of front line that contains the standard
operating procedures (SOP) front line. While tacit
knowledge derived from the practical ability of front
line supervisors and front line officers a long time.
Fig. 4 Knowledge Sharing Model
In light of the above, the knowledge sharing
process will be more clear direction, and purpose as
well as facilitates the management of companies
related to the efforts to improve the quality of existing
human resources and quality of services provided.
D. Knowledge Update Model
This model explains how to run an effective
knowledge update. That is in line with the times; the
new knowledge will continue to emerge. So also in the
world frontline, a lot of new discoveries that could be
a reference to the system in a company's frontline.
However, not all the new knowledge should
immediately be implemented. There are several
considerations that become the determining factor the
selection of the new knowledge-knowledge. There are
at least three (3) main criteria is whether practical
expertise or special SOP for space front line belong to
the core procedures. Each of these finance companies
has different policies in the process of updating the
application of knowledge. There were assessing three
equal importance, but most assume that new
knowledge related to the core procedure is a key
priority in the process of updating knowledge.
Fig. 5 Knowledge Update Model

IV. CONCLUSION
Knowledge derived from the expertise of a front
line officer and other reference books such as standard
operating procedures have been successfully collected
and categorized by type of service, type of problem,
related to the implementation stages of a process of
front line and also the expected results based on the
knowledge base (knowledge base). This is an initial
input in the design process model of knowledge
management, knowledge transfer models, models of
knowledge sharing, and knowledge update.
The model of knowledge transfer resulting from
this research has advantages compared with the
referenced previous models where in addition to
describing a clear relationship between the clerk front
line. It has also been described unequivocally effective
solutions in the process of knowledge transfer that is
by the expert system that provides capabilities
practical of experts supported by standard operating
procedures (SOP) front line itself.
Model knowledge sharing of this study illustrates a
clear connection between tacit knowledge to explicit
knowledge which is the main source in the process of
knowledge sharing. Besides this model of knowledge
sharing explains how to select the appropriate method
of sharing knowledge to be applied in each company.
While the model of knowledge update that is designed
to put forward the appropriate setting priorities in the
process of updating a new knowledge.
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