Perancangan dan Evaluasi Knowledge Management System Menggunakan Agile Knowledge Management Framework: Studi Kasus Contact Center Bank XYZ

Monica Ratna Andani; Dana Indra Sensuse; Sofian Lusa

doi:10.59261/inkubis.v8i3.441

Authors

Monica Ratna Andani Universitas Indonesia
Dana Indra Sensuse Universitas Indonesia
Sofian Lusa Universitas Indonesia

DOI:

https://doi.org/10.59261/inkubis.v8i3.441

Keywords:

Knowledge Management System, Agile Knowledge Management Framework, Contact Center, System Usability Scale, Technology Acceptance Model

Abstract

Latar belakang: Fragmentasi pengetahuan, risiko knowledge loss, dan tingginya durasi pencarian informasi menjadi hambatan utama bagi capaian Average Handling Time (AHT) dan First Call Resolution (FCR) di Contact Center Bank XYZ. Berdasarkan Laporan Tahunan 2025, tercatat 734.999 pengaduan nasabah sepanjang tahun, dengan mayoritas berkaitan dengan kendala pada sistem teknologi informasi.

Tujuan: Penelitian ini bertujuan merancang fungsionalitas, arsitektur, dan prototipe Knowledge Management System (KMS) untuk mengatasi permasalahan tersebut, menggunakan metode kombinasi (mixed methods).

Metode: Analisis faktor kontingensi organisasi menunjukkan bahwa proses Direction dan Routines memperoleh skor kesesuaian tertinggi (83,33%), yang kemudian dipetakan ke dalam Agile Knowledge Management (Agile KM) Framework.

Hasil: Hasil penelitian berupa prototipe KMS terpadu dengan lima fitur inti: Knowledge Repository, Chatbot/LLM, Collaboration Board berbasis Kanban, Discussion Forum, dan modul Customer 360. Seluruh skenario Black-Box Testing dinyatakan valid. Evaluasi usability dengan System Usability Scale (SUS) memperoleh skor rata-rata 71,5 (kategori Good), sementara evaluasi penerimaan dengan Technology Acceptance Model (TAM) menunjukkan skor Knowledge Management Acceptance tertinggi.

Kesimpulan: Temuan ini mengonfirmasi bahwa rancangan KMS berbasis Agile KM Framework dapat diterima pengguna dan berpotensi menjadi solusi yang lebih efektif dibandingkan sistem repositori yang berjalan saat ini.

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