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All Journal Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan JURNAL MANAJEMEN BISNIS
Achmad Fajar Hendarman
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Economics, Econometrics & Finance

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Reducing project bottleneck by transforming organisational culture in pt transtel universal using knowledge management model Harry Fajar Surya; Achmad Fajar Hendarman
Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Vol. 5 No. 10 (2023): Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan
Publisher : Departement Of Accounting, Indonesian Cooperative Institute, Indonesia

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Abstract

The research was conducted to determine whether transforming the company culture would have a positive impact on the organization of PT Transtel Universal. The implementation of the new method by the new management will slightly carry the positive trendline leading the company into efficiency. The implementation of knowledge management would bring efficiency in all aspects especially in operation while handling the project. The operation was previously only based on the basic business now after the new method, the company will grow and keep up with the business ecosystem. Before the transformation, the company only have four divisions, Finance-Human Resource Division, Logistics Division, Sales Division, and Technic Division. That’s one of the concerns that the newly appointed vice president comes in mind to open the new division and tackle all the challenges to finish and bring the best solution to the customers. The method that will be used in the research is a qualitative method by conducting interviews with the managers. The result showed: (1) Transforming the organizational culture is significantly influenced by the leadership system to resolve the bottleneck, (2) The transformation derives from the leadership method influenced by the knowledge simple management method that is used in PT Transtel Universal, (3) Organisational Culture massively influences the process of transferring knowledge management among the employees in PT Transtel Universal.
The Relationship Between Chatbots & AI Solutions and Human Capital Readiness in The Industry 4.0 Era Towards Customer Experience Satisfaction: A Case Study of Customer Service Talents in Multinational Corporation Soeradhyo, Satriyo Adhipranoyo; Achmad Fajar Hendarman
Jurnal Manajemen Bisnis Vol. 12 No. 2 (2025): September
Publisher : Pusat Penerbitan dan Publikasi Ilmiah, FEB, Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33096/jmb.v12i2.1158

Abstract

Since entering the Indonesian market in 2017, Decathlon Indonesia—a subsidiary of the global sports equipment retailer from France—has faced challenges in enhancing customer satisfaction and engagement in the competitive sports retail industry. This study analyzes the impact of Chatbot and Artificial Intelligence (AI) adoption and human resource readiness in the Industry 4.0 era on customer experience satisfaction. Employing a mixed-methods approach that integrates surveys, focus group discussions, and literature studies, the research applies the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT), complemented by Industrial HR Mapping 4.0: Gap and Index. Findings reveal that Chatbots and AI solutions significantly improve customer satisfaction, yet human resource readiness remains a barrier, particularly in unstructured knowledge sharing. These results underscore the need for an integrated knowledge management (KM) system. Accordingly, the study recommends the SECI (Socialization, Externalization, Combination, Internalization) model to enhance cross-functional collaboration and customer service. Theoretically, this research extends TAM and UTAUT within sports retail in developing countries. Practically, it provides strategic insights for Decathlon and similar firms to leverage digital technologies while strengthening HR capacity to deliver superior customer experiences.
Co-Authors Harry Fajar Surya Soeradhyo, Satriyo Adhipranoyo