Formulation of Knowledge Management Performance Metrics Using the Balanced Scorecard Approach Within a Multinational Petrochemical Company

Maruapey, Aliyah Alfita Salsabilla (2026) Formulation of Knowledge Management Performance Metrics Using the Balanced Scorecard Approach Within a Multinational Petrochemical Company. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Knowledge Management (KM) plays an important role in improving organizational performance by ensuring that knowledge assets are effectively managed and aligned with the company's strategic business objectives. This study aims to formulate Knowledge Management performance metrics using the Balanced Scorecard (BSC) approach at PT X Indonesia, a multinational petrochemical company. A qualitative case study approach was employed, with data collected through interviews, observations, document analysis, and expert validation. Strategic analyses were conducted using the SWOT, Internal Factor Evaluation (IFE), External Factor Evaluation (EFE), and TOWS matrices to identify the company's strategic priorities, which were subsequently translated into 19 Knowledge Management Objective Strategies (KMOS) across the four Balanced Scorecard perspectives. Subsequently, 27 Knowledge Management System Metrics along with their corresponding Key Performance Indicators (KPIs) were formulated to measure the contribution of Knowledge Management practices toward achieving the company's strategic business objectives. The priorities of the KMOS were determined using the Analytic Hierarchy Process (AHP), while both the KMOS and the proposed metrics were validated by expert respondents. The study resulted in a validated Knowledge Management performance measurement framework, complete with detailed measurement specifications to support performance monitoring, strategic decision-making, and the continuous improvement of Knowledge Management implementation at PT X Indonesia
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Knowledge Management (KM) memiliki peran penting dalam mendukung kinerja organisasi melalui pengelolaan aset pengetahuan yang efektif dan selaras dengan tujuan bisnis perusahaan. Penelitian ini bertujuan untuk merumuskan metrik kinerja Knowledge Management menggunakan pendekatan Balanced Scorecard (BSC) pada PT X Indonesia, sebuah perusahaan petrokimia multinasional. Penelitian menggunakan pendekatan studi kasus kualitatif dengan pengumpulan data melalui wawancara, observasi, analisis dokumen, dan validasi oleh pakar. Analisis strategis dilakukan menggunakan matriks SWOT, Internal Factor Evaluation (IFE), External Factor Evaluation (EFE), dan TOWS untuk mengidentifikasi prioritas strategis perusahaan, yang kemudian diterjemahkan menjadi 19 Knowledge Management Objective Strategies (KMOS) berdasarkan empat perspektif Balanced Scorecard. Selanjutnya, dirumuskan 27 Knowledge Management System Metrics beserta Key Performance Indicators (KPI) untuk mengukur kontribusi praktik Knowledge Management terhadap pencapaian tujuan strategis perusahaan. Prioritas KMOS ditentukan menggunakan Analytic Hierarchy Process (AHP), sedangkan KMOS dan metrik yang diusulkan divalidasi oleh pakar. Hasil penelitian berupa kerangka metrik Knowledge Management yang tervalidasi dan dilengkapi dengan spesifikasi pengukuran untuk mendukung pemantauan kinerja, pengambilan keputusan strategis, serta peningkatan berkelanjutan dalam implementasi Knowledge Management di PT X Indonesia.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Knowledge Management, Balanced Scorecard, Key Performance Indicators, Performance Measurement, Petrochemical Industry
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD30.2 Knowledge management. H Social Sciences > HD Industries. Land use. Labor > HD56.25 Industrial efficiency--Measurement. Industrial productivity--Measurement.
Divisions:	Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Aliyah Alfita Salsabilla Maruapey
Date Deposited:	30 Jul 2026 03:07
Last Modified:	30 Jul 2026 03:07
URI:	http://repository.its.ac.id/id/eprint/139964

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