Evaluation of Knowledge Management System Using House of Quality Method in Private Banking Industry

摘要

The purpose of this paper is to describe the evaluation of knowledge management system (KMS) using House of Quality Method for several branches of private banking industry in Indonesia. The high-level house of quality matrix was modified and used as a tool to evaluate the ongoing KMS implementation. Additionally, the Infosys KM Maturity Model was applied to determine its maturity level. Targeted result for this study is to form a recommendation for KMS implementation in the organization, especially in the private banking industry. KMS spread to various business field. It becomes an obligation for every organization to manage its knowledge flow and drive it to achieve innovation. As an industry with huge amount of knowledge come in and out daily, banking industry need to take their KMS to another level. By evaluating its KMS periodically, organization may improve the performance, quality and maturity level of its KMS.