Knowledge Risk and Knowledge Management Strategies in a Multifinance Company: A Case Study of PT JACCS MPM Finance Indonesia
Abstract
Knowledge management plays a vital role in financial service organizations where operational performance relies heavily on information availability, employee expertise, and cross-divisional coordination. However, organizational knowledge is frequently undocumented, dispersed across disconnected platforms, or concentrated within specific individuals, thereby creating key person dependency and heightening organizational knowledge risk. This study investigates the factors driving key person dependency, examines how limitations in tacit knowledge transfer generate knowledge risks, and analyzes their relationship with information fragmentation at PT JACCS MPM Finance Indonesia. A qualitative case study approach was conducted through semi-structured interviews with eight purposively selected informants across the Asset, Collection, IT, Operational, and Procedure divisions, representing managerial, supervisory, and operational levels. The interview data were systematically evaluated using thematic analysis. The empirical findings reveal that tacit knowledge centralization and inadequate documentation practices not only elevate knowledge loss vulnerability during employee turnover, but also lead to operational delays, decision bottlenecks, and information fragmentation across unintegrated communication channels. To mitigate these operational disruptions, this study formulates a sustainable knowledge management strategy that integrates people, processes, and technology through centralized repository implementation, standardized documentation protocols, structured handover procedures, backup personnel assignments, and routine knowledge-sharing routines. Validated by organizational stakeholders, these strategic initiatives offer a practical framework to preserve institutional memory, ensure operational continuity, and minimize reliance on individual knowledge holders.
Article Discovery & Scholarly Lookup
DOIAuthor Biographies
Faculty of Computer Science, Universitas Indonesia, Central Jakarta City, Special Capital Region of Jakarta, Indonesia.
Faculty of Computer Science, Universitas Indonesia, Central Jakarta City, Special Capital Region of Jakarta, Indonesia.
Faculty of Computer Science, Universitas Indonesia, Central Jakarta City, Special Capital Region of Jakarta, Indonesia.
Master Program in Tourism, Faculty of Tourism, Institut Pariwisata Trisakti, South Jakarta City, Special Capital Region of Jakarta, Indonesia
Faculty of Computer Science, Universitas Indonesia, Central Jakarta City, Special Capital Region of Jakarta, Indonesia.
Faculty of Computer Science, Universitas Indonesia, Central Jakarta City, Special Capital Region of Jakarta, Indonesia.
How to Cite
License & Copyright
This work is licensed under a Creative Commons Attribution 4.0 International License.
This is an open-access journal. All articles are distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Creative Commons Attribution 4.0 International (CC BY 4.0)Under this license, you are free to:
- Share: copy, distribute, and transmit the work in any medium or format.
- Adapt: remix, transform, and build upon the work for any purpose, even commercially.
You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
Copyright and Retention Copyright & Retention Authors retain copyright without restrictions and grant this journal the right of first publication under an open-access model. The journal retains non-exclusive publishing rights for archiving, indexing, and scholarly dissemination.References
Total: 23 References- Ahmad, A., Bosua, R., & Scheepers, R. (2014). Protecting organizational competitive advantage: A knowledge leakage perspective. Computers & Security, 42, 27–39. https://doi.org/10.1016/j.cose.2014.01.001
- Ali, M., Lei, S., & Wei, X. Y. (2018). The mediating role of knowledge sharing between leadership and innovation performance. Journal of Knowledge Management, 22(8), 1806–1820. https://doi.org/10.1108/JKM-12-2017-0570
- Al-Taweel, S., Ali, G. A., Alhazbi, S., Yousef, W., Al-Fuhaidi, B., Albater, T., Hezzam, E., & Ghallab, A. (2024). Knowledge transfer challenges: A practical study of Yemen Public Telecommunication Corporation. In 2024 1st International Conference on Emerging Technologies for Dependable Internet of Things (ICETI) (pp. 1–6). IEEE. https://doi.org/10.1109/ICETI63946.2024.10777154
- Becerra-Fernandez, I., & Sabherwal, R. (2014). Knowledge management: Systems and processes (2nd ed.). Routledge. https://doi.org/10.4324/9781315715117
- Braun, V., & Clarke, V. (2022). Thematic analysis: A practical guide. SAGE Publications.
Similar Articles
Explore related articles published in this journal.