Maturity Assessment of Knowledge Management in the Transition of Organizational Transformation at PT Telkom Indonesia (Persero) Tbk

Abstract : The telecommunications industry is rapidly and significantly changing due to rising customer demands and digitization. Telecom businesses are exploring new strategies to maintain a competitive advantage. As the biggest telecommunication provider, PT Telkom Indonesia (Persero) Tbk (Telkom) consistently innovates and collaborates to foster a fair digital environment. This drive motivates Telkom to accelerate its transformation and lead Indonesia’s digitalization efforts. During this transformation process, Telkom needs to assess its knowledge management (KM) maturity level. This study will explore Telkom’s KM maturity, highlight gaps, and recommend business solutions. Using a mixed-methods approach, quantitative data were collected from surveys based on the Asian Productivity Organization (APO) framework, while qualitative data were gathered through in-depth interviews. This holistic approach ensures a comprehensive understanding of the key success factors of knowledge management. The research shows that the KM maturity level of Telkom is categorized as the 4th level or refinement level. This level indicates that Telkom’s KM progress aligns with the organization’s vision, mission, objectives, and priorities. However, there is still potential for continuous evaluation and improvement. Based on the data analysis, Telkom can implement several proposed business solutions, informed by 11 key success factors, to enhance the critical programs for organizational transformation.