KM SosMed+

K N O W L E D G E M A N A G E M E N T

MAGISTER BUSINESS ADMINISTRATION

BANDUNG INSTITUTE OF TECHNOLOGY, JAKARTA

GENERAL MANAGEMENT 1

And i s sa Za lma Sab i l l a An ton San j a ya

Av ia Engga r Tyas t i Vane s sa He l ena Obr ina Hu tabar a t

K N O W L E D G E M A N A G E M E N T

A v i a E n g g a r T . 2 9 1 1 5 3 8 0

A n t o n S a n j a y a 2 9 1 1 5 3 7 6

V a n e s s a O . H . 2 9 1 1 5 3 9 3

A n d i s s a Z a l m a S . 2 9 1 1 5 4 0 2

OURTEAM

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TableofContent

TABLEOFCONTENT.....................................................................................................................................................................................ILISTOFTABLE............................................................................................................................................................................................IICHAPTER1..............................................................................................................................................................................................21.1SOSMED+BACKGROUND............................................................................................................................................................21.2THEOBJECTIVEOFREPORT.......................................................................................................................................................2CHAPTER2..............................................................................................................................................................................................32.1SOSMED+CORECOMPETENCES...............................................................................................................................................32.1.1TECHNOLOGY.........................................................................................................................................................................32.1.2HEALTH-CARE.......................................................................................................................................................................32.2SOSMED+MANAGINGKNOWLEDGESTRATEGY....................................................................................................................42.3SOSMED+TYPESANDSOURCEOFKNOWLEDGEINVOLVEDANDORGANIZED................................................................5CHAPTER3..............................................................................................................................................................................................53.1PROCESSINNOVATION................................................................................................................................................................63.2PRODUCTINNOVATION...............................................................................................................................................................63.3INCREMENTALINNOVATION......................................................................................................................................................6CHAPTER4..............................................................................................................................................................................................7CHAPTER5..............................................................................................................................................................................................9APPENDICES...........................................................................................................................................................................................10

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ListofTables

TABLE 2.1. THE SOURCE, TYPE, AND HOW KNOWLEDGE INVOLVED AND ORGANIZED......................................................................5TABLE3.1.THEINNOVATIONPHASEFORSOSMED+.......................................................................................................................10TABLE3.2.IMPROVEDKEYPARTNERSANDIMPACTONCUSTOMERSEGMENT...........................................................................10TABLE3.3.IMPROVEDKEYPARTNERSANDIMPACTONKEYRESOURCES....................................................................................11TABLE4.1.KNOWLEDGEREQUIREDFORPROCESSINNOVATION...................................................................................................11TABLE4.2.KNOWLEDGEREQUIREDFORPRODUCTINNOVATION.................................................................................................11TABLE4.3.KNOWLEDGEREQUIREDFORINCREMENTALINNOVATION........................................................................................11

Innovation Through Knowledge Management SOSMED+

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SOSMED+ REPORT

Innovation Through Knowledge Management

Andissa Z. Sabilla, Anton Sanjaya, Avia Enggar T., Vanessa H. O. Hutabarat#

#General Management, Master of Business Administration, School of Business Management,

Bandung Technology Institute

The total number of words of the manuscript, including entire text from title page to figure legends: 1811

The number of words of the abstract: 141

The number of tables: 3

ABSTRACT:

Innovation Through Knowledge Management

Based on World Economic Foundation, Indonesian health rank was around 55 from all

around the world. This condition is caused by low level of healthy awareness and poor access

to healthy services and providers. SosMed+ is created to give community an easy way to

healthy services and providers for people who need fast health services. SosMed+ is a

platform focusing on connecting patient to health providers. The aim of this report is to map

SosMed+’s core competence, propose an innovation for SosMed+, and to map required

knowledge for the innovation and how the knowledge organized by the SosMed+. SosMed+

need technology and health as its competence to make a high quality product and service to

reach customer satisfaction. The conclusion of this report is to propose some innovation in

order to make SosMed+ more competitive and productive.

Keywords: knowledge management


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CHAPTER 1 INTRODUCTION

1.1 Company Background

A good rate of healthiness can be described when body and mind are function properly.

Indonesia as one of development countries has a several challenges to increase the healthy

level of its people. Based on World Economic Foundation, Indonesian health rank was around

55 from all around the world. This condition is caused by low level of healthy awareness and

poor access to healthy services and providers. SosMed+ is created to give community an easy

way to healthy services and providers for people who need fast health services There are

several reasons of poor health rate: diseases, eating habit, stress, and lifestyle. This is why the

idea of SosMed+ was born.

SosMed+ is created to give community an easy way to healthy services and providers for

people who need fast health services. Using a new high-tech innovation phenomenon to offer

a unique and interesting experience of healthy services by only using a simple platform in

everyone’s smartphones. This new exciting platform will help people to reach health access

and providers without interrupting their daily activities.

SosMed+ platform, people won’t only get the easy health access, but also knowing the

health cost estimation, their private medical record, and also 24-hours doctor service, so

people don’t have to waste their time queuing in clinics or hospitals. With that unique

platform and its easy services, SosMed+ is using product differentiation method for its core

business strategy.

1.2 The Objective of Report

This report has several objectives, there are:

1. To map SosMed+’s core competences

2. To propose an innovation for SosMed+

3. To map knowledge required for the innovation and how the knowledge is

organized by SosMed+


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CHAPTER 2 THE MAP OF EXISTING KNOWLEDGE

2.1 Company’s Core Competences

SosMed+ core competences are divided in two sections: technology and health.

SosMed+ need this two core competences to make a high-quality product and service to reach

customer satisfaction.

2.1.1 Technology

In technology sections, SosMed+ need several competences:

1. The platform build and update

2. The platform design

3. To fix the platform IT problems: viruses, errors, system-down, etc.

These competences are required for managing key activities of SosMed+. The key

activities in technology are:

1. Marketing activities: promotions, advertisings, etc.

2. Updating activities: system and database updating

Regarding to the competences and key activities, there are value propositions for their

potential customers:

1. Energy Saving

The customer doesn’t need to queuing or waiting for the doctors in the

hospitals or clinics anymore.

2. Easy Access

Connected with high quality and reliable health providers in the nearest

locations.

3. Online Medical Report

The history of medical report can be accessed anywhere and anytime as

customers wants.

2.1.2 Health-Care

In health-care section, SosMed+ need several competences:

1. Health-care information update

2. Health providers and services information database

These competences are required for managing key activity of SosMed+. The key

activity in heath care is:


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• Marketing activities: The product update for customers (health service,

health providers, database, medicine, etc.)

Regarding to the competences and key activities, there are value propositions for their

potential customers:

1. Doctor Info Update: The name of the doctors, can track the doctor while they are

on the way to the locations.

2. Medical Info Update: Can save the medical record from the control and the

doctor’s prescription for the medicines and vitamins.

2.2 SosMed+ Managing Knowledge Strategy

SosMed+ is a platform focusing on connecting patient to health provider. Regarding to

our core competence is in IT and medical, which is should be recorded, so dominantly we are

applying Codification Strategy for our main knowledge and Personalization Strategy for our

customer service and relationship because our customer is categorize as medium and high-

end class in order to be different from the competitors.

Codification strategy means that all knowledge is remained stored in databases.

SosMed+ also heavily invest in IT to built and update the platform for application. SosMed+

is also investing in people for databases input, usually people with high skill in IT and

database. This strategy is a proper method for SosMed+ because it can improve the product or

service that its offer. In technology section, all the customer and partner information are

safely stored in database, and all SosMed+ talents can update and fill the database. The same

strategy is applied also in health-care sections. The health information always update in

employee’s mailing lists.

Another strategy that SosMed+ use for customer relations is personalization strategy

means that all knowledge is shared people to people, like discussions and conversations. So,

this strategy needs broad understanding in each talent to understand the method. This

personalization strategy is one of the best way to know feedbacks and comments from

SosMed+ partners and customers, so SosMed+ can improve and initiate better health product

and services for community in Indonesia.


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2.3 SosMed+ Types and Source of Knowledge Involved and Organized

Source Of Knowledge

Competence Types of Knowledge

Knowledge Mechanism

Internal: Technology Health

Platform Building & Upgrading Platform Designing World, Asia, and Indonesian Health Information Update Health provider and services database in Indonesia

TacitàTacità Explicit Explicit à Tacit

Socialization & Externalization Model Mentorship (Tacit Knowledge Capture à Archiving à Computer-based Training) Internalization Model (Web Sites à Computer-based Trainingà Learn After)

External: Customers Partners

Service Orientation Marketing Negotiation Skills Presentation Skills

Explicit à Explicit Tacit à Tacit Tacit à Tacit

Combination Model (Knowledge share à Tacit knowledge capture à Archiving à Search engine) Socialization Model Mentorship (Tacit Knowledge Capture à Archiving)

Socialization Model Mentorship (Tacit Knowledge Capture à Archiving)

Table 2.1. The source, type, and how knowledge involved and organized

CHAPTER 3 THE NEW INNOVATION FOR SOSMED+

Based on our interview with the talents, researching several experiences using SosMed+

when soft-launch in Bali, and using the knowledge management method for innovation,

we’ve decided to focus on 3 kinds of innovations that will improve SosMed+ services. We

think that with process, product, and an incremental innovation will help SosMed+ to launch

their apps nationally in Indonesia. For just a reviewing, Table 3.1 (in the list of table) will

show you the process of the innovation idea for SosMed+.


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3.1 Process Innovation

We focus on expanding the partner for easier to reach new key resources, and expand

customer segment. This innovation is aimed to get ready for launch the apps nationally in

Indonesia. (Attached in Table. 3.2 and Table 3.3 in Table of content.

3.2 Product Innovation

We focus on learning and grow other product and services in our apps. This innovation is

aimed to give and share the best health-care experience for Indonesian people. Below are the

list of new products & services:

• Ambulance or other transportation: This product and service are for sudden and

accident purposes

• Pharmacy: Customers will have lots of medicines list & also doctor’s prescriptions

to get special medicines.

• Insurances: SosMed+ will collaborate with your health insurance to complete your

medical records & help for your health investment services.

• Talents: SosMed+ will also recruit some highly skilled IT talents & expertise in

start-up apps. Sosmed+ wants to offer more service to our future apps users, so their

talents should have the best quality.

• Consultancy & advisory: Giving health advice and consultancy to online patients &

giving best future health assurance for accidents and sudden injuries

3.3 Incremental innovation

SosMed+ also wants to improve incremental changes in the system. This innovation is

aimed to give the best two-way communications experience for SosMed+ users. SosMed+

have some ideas to improve its CRM system application upgrading. There are:

• Social Media Update: SosMed+ has twitter and instagram, but didn’t active yet. So

with this social media, Sosmed+ wants to share health information update daily by

timeline & also the mailing list.

• Feedback facility: Sosmed+ has the collecting system for customer’s rating, but still

didn’t effective yet. So, SosMed+ will count the rates and have some interesting

program “Doctor of the Month” or “Hospital Monthly Review”. SosMed+ will also

providing feedback tract from the service that provided & regular feedback surve


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CHAPTER 4 THE MAP OF REQUIRED KNOWLEDGE FOR INNOVATION SosMed+ wants to make several innovations to improve their product and service and reach

customer satisfaction. So, SosMed+ needs to improve some knowledge that required for

every innovation they want to make and getting ready for launch nationally in Indonesia. So,

from table of content of Table 4.1, Table 4.2 and Table 4.3 we collect and categorize it for

managing the knowledge management mechanism in SosMed+. The table below is our

suggested knowledge mechanism for all innovation:

Source Of Knowledge

Competence Types of Knowledge

Knowledge Mechanism

Internal: Technology

Platform Building & Upgrading Platform Designing

TacitàTacità Explicit Tacit à Explicit à Tacit

Socialization & Externalization Model Mentorship (Tacit Knowledge Capture à Archiving à Computer-based Training) Internalization Model (Web Sites à Computer-based Trainingà Learn After)

Health

World, Asia, and Indonesian Health Information Update Health provider and services database in Indonesia

Tacit à Tacit Explicit à Tacit

Socialization Model Mentorship & training Externalization & Combination Model (Tacit knowledge capture à Archiving à Server/Repository)


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Business

Business strategy skill Administration skill Innovation Management Skill HR management skill

Tacit à Explicit Tacità Explicit à Explicit Tacità Tacit Tacit à Tacit

Externalization Model (Lesson learnt paper, best practice papers) Socialization Model Mentorship & training Combination Model (Archiving) Socialization Model Mentorship Socialization Model Mentorship

External: Customers

Service Orientation Marketing Communication

Explicit à Explicit Tacit à Tacit Tacit à Tacit

Combination Model (Archiving) Socialization Model Mentorship (Tacit Knowledge Capture) Socialization Model Mentorship (Tacit Knowledge Capture)

Partners

Negotiation Skills Presentation Skills Networking skills

Tacit à TacitàExplicit Tacit à Tacit

Socialization Model Mentorship (Tacit Knowledge Capture à Archiving) Socialization Model Mentorship (Tacit Knowledge Capture)


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CHAPTER 5 SOSMED+ ACTIVITIES & TIMELINE

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Appendices

Table 3.1. The innovation phase for SosMed+

KEY PARTNERS CUSTOMERS SEGMENT Indonesian ministry of tourism • Internal or external tourism in all Indonesia

• Hotel & homestay Indonesian ministry of health and BPOM

• Restaurants • Health institution

Indonesian ministry of employment Offices – GA/K3 Division Indonesian ministry of Religion Religion institute Health insurance company The customer of health insurance Healthy bloggers Healthy blogger’s followers Non Government Organization Internal or external tourism in all Indonesia Ambulance 101 provider Offices – GA/K3 Division

Tourism Places Hotel & homestay

Table 3.2. Improved key partners and impact on customer segment

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KEY PARTNERS KEY RESOURCES Ikatan Dokter Indonesia (IDI) To get qualified doctors Indonesian best hospital To know doctors schedule so Sosmed can

always provide a doctor to customers Pharmacy company To help customers to get their medicine

Table 3.3. Improved key partners and impact on key resources a. Knowledge Required for Process Innovation

REQUIRED KNOWLEDGE DESCRIPTION Networking How to broaden or network related to the business’s new market

base and customer segment expansion Communication How to communicate properly in order to achieve success in

doing business activity to obtain new market base and customer segment expansion

Business strategy How to choose a method or plan to bring about a new market base and customer segment expansion or solution to SosMed+’s business problem.

Table 4.1. Knowledge Required for Process Innovation b. Knowledge Required for Product Innovation

REQUIRED KNOWLEDGE DESCRIPTION Business strategy To provide knowledge how product innovations (ambulance,

pharmacy, talents, consultancy &advisory and so on) are able to have economic value (added value) for the business

Innovation management To innovate existing product to be unique and can give good economic value for SosMed+

HR management To streamline the potential from human capital in SosMed+ (hiring etc.)

Communication

How to make effective all product innovations by doing good and effective communication

Table 4.2. Knowledge Required for Product Innovation

c. Knowledge Required for Incremental Innovation REQUIRED KNOWLEDGE DESCRIPTION

Administration knowledge To make sure that all information obtained from clients related to complaints, feedback and suggestions will be properly recorded, examined and executed

Communication knowledge

How to make effective incremental innovations by doing good and effective communication i.e. effective communication among employee and effective yet friendly communication to clients

Table 4.3. Knowledge Required for Incremental Innovation

KM SosMed+

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