ZAFAR, MUHAMMAD (2026) PENERAPAN KNOWLEDGE MANAGEMENT SYSTEM (KMS) PADA SISTEM INFORMASI PT. KHATULISTIWA SURYANUSA UNTUK OPTIMALISASI PENGETAHUAN DAN LAYANAN PELANGGAN. S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
The high-performance motorsport industry relies heavily on the tacit knowledge of mechanics, which creates the risk of losing intellectual assets when employees turnover. PT. KHATULISTIWA SURYANUSA, as an authorized Haltech dealer, faces this challenge as well as an information gap between the technical team and customer service. This study aims to design a web-based Knowledge Management System (KMS) informed by the SECI model (Socialization, Externalization, Combination, Internalization) to convert and distribute technical knowledge. The research adopts a qualitative approach through interviews and observations to explore knowledge management needs within PT. KHATULISTIWA SURYANUSA's work environment, the findings of which were translated into system requirements and developed into a software artifact using the Waterfall system development method. The resulting system maps technical diagnostic processes into a digital repository accessible to mechanics, admins, and business owners. The research results are expected to create a sustainable knowledge cycle that improves the competence of internal technicians as well as the accuracy and speed of customer service, while also providing empirical contributions to the application of the SECI model in technology-intensive automotive SMEs. Keywords: Knowledge Management System, SECI Model, Customer Service, Automotive Industry, Tacit Knowledge, Haltech. Industri motorsport performa tinggi sangat bergantung pada tacit knowledge mekanik, yang menciptakan risiko kehilangan aset intelektual saat terjadi perputaran karyawan. PT. KHATULISTIWA SURYANUSA, sebagai authorized dealer Haltech, menghadapi tantangan ini serta kesenjangan informasi antara tim teknis dan layanan pelanggan. Penelitian ini bertujuan merancang Knowledge Management System (KMS) berbasis web dengan mengacu pada model SECI (Socialization, Externalization, Combination, Internalization) untuk mengonversi dan mendistribusikan pengetahuan teknis. Penelitian menggunakan pendekatan kualitatif melalui wawancara dan observasi untuk menggali kebutuhan pengelolaan pengetahuan di lingkungan kerja PT. KHATULISTIWA SURYANUSA, yang hasilnya diterjemahkan menjadi kebutuhan sistem dan dikembangkan menjadi artefak perangkat lunak menggunakan metode pengembangan sistem Waterfall. Sistem yang dibangun memetakan proses diagnostik teknis ke dalam repositori digital yang dapat diakses oleh mekanik, admin, dan pemilik usaha. Hasil penelitian diharapkan menciptakan siklus pengetahuan berkelanjutan yang meningkatkan kompetensi teknisi internal serta akurasi dan kecepatan layanan pelanggan, sekaligus memberikan kontribusi empiris penerapan model SECI pada UKM otomotif padat teknologi. Kata Kunci: Knowledge Management System, Model SECI, Layanan Pelanggan, Industri Otomotif, Tacit Knowledge, Haltech.
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