Business Process Oriented Knowledge Management System Design (Case Study Development Center of Metrological Human Resources, Ministry of Trade Republic of Indonesia)

. The aim of this study is to design a business process oriented Knowledge Management System (KMS) in government training institutions using knowledge modeling methods and knowledge infrastructure process design of Strohmaier. Lecturer (WI) business process is the main case study for this research. The preliminary identification and analysis showed that 7 of 10 business processes have not been fully identified in terms of their knowledge processes. Further analysis showed that in general, all business processes have not been optimized yet to fulfill all the components of knowledge creation to knowledge application. The results of the completed knowledge process design showed that there are 53 stages of the process (there are new additional 19 stages of the process). The new processes are largely on the knowledge transfer and knowledge application that have been defined. In addition, KMS architecture and IT tools as supporting knowledge infrastructure designs are defined. The IT tools are expected to support two knowledge process strategies :the codification strategy with the supporting IT Tools : content management system , information retrieval system, expert locator and the personalization strategy with the supporting IT Tools such as community of practice tool, virtual work space application and discussion group based application.


Introduction
Bureaucratic reforms of the Ministry / Agency and Local Government is intended to promote the establishment of an effective and efficient organization. To realize such an organization, every government agency must be prepared to utilize its wealth of knowledge, including learning from the experiences of the past. In general, it is manifested in the form of rules and procedures within the organization. Obstacles often encountered is the fact that the knowledge and experience of these organizations are often scattered, not well documented and may even still exist in the heads of each individual in the organization (Permenpan, 2011).
Knowledge management is an effort toimprove the organization's ability to manage their intellectual assets: knowledge and experience. The goal is toutilize these assets to achieve better organizational performance to accelerate the goal achievement of bureaucratic reforms (Permenpan, 2011). Development Center of Metrological Human Resources (DCMHR) is one of the Echelon II units in the Ministry of Trade responsible for the development of metrological Human Resources throughout Indonesia. One of the form for Metrological Human Resources Developmnt is Education and Training. According to Permendag No.7 of 2010, the metrological training aims to increase knowledge and skills in the metrological field.
The presence of senior teacher / lecturer (WI) which has not been supported by the systematic knowledge transfer knowledge to the junior lecturer will raise the risk of losing training material knowledge. The absence of knowledge sharing culture among fellow lecturer along with supporting media is also a noteworthy phenomenon. The impact for junior lectureris they will require more time and more effort to master a subject of teaching materials, as well as DCMHR will depend heavily on specific individuals who master the material because the teaching materials have not been internalized into organizational knowledge.
Being viewed from the concept of knowledge process modelling of Strohmaier (2005) SECI and Ba (Nonaka, 1998), it can be seen that there is no system to regulate and organize the process of knowledge creation, storage and retrieval, transfer and application that plays an important role in the process of converting tacit knowledge into explicit knowledge. Besides, media/space provided for learning process is still limited in classroom and laboratory course, it has not given much chance against the other media (e-learning via the web, mobile learning, etc.). Knowledge Management System (KMS), as a knowledge management support system, (Alavi, 2001) is required to overcome the obstacles that arise in the process of Teaching and Learning Activities in DCMHR. The absence of systematic knowledge transfer from senior to junior lecturer is one of the problems that make the educational system in the long term will run into many obstacles.
In addition, DCMHR does not have a detail guide of the business processes and standard operating procedure (SOP) of each activity: pre-training, on training and post-training process. Clear business processes is necessary in order to manage lecturer knowledge. The main concept of the KMS is that everyone has to manage his own knowledge. Afterwards, the organization can collect, organize and use knowledge of human resources to become a competitive advantage to face increasing competition (Hidayat, 2006).
The expected outcome of this research is the organizational capabilities. KMS design that is formed will be expected to support the lecturer competence and capacity building activities. Furthermore, the KMS is expected to increase the capability of DCMHR thus favoring the building of a learning organization, where the main asset of a learning organization is a living / intangible assets contained in the knowledge of all members of the organization.  (Strohmaier, 2005) Figure 1 shows the framework that has been developed by Strohmaier. Stages in the framework is as follow. 1) Phase 1: business process modelling.

Literature Study
at this stage, the business process can be represented by the method that is appropriate for modeling business processes. Business processes was obtained from: 1) analysis of existing business process models 2) the interview towards business processes involved. The result is then modelled as workflow method. 2) Phase 2: identification of relation between knowledge domain and the business process. at this stage, can be identified several knowledge domains and organizational roles involved in the business processes. knowledge domain is the relevant knowledge in performing an action. Organizational roles are parties that involved in the execution of business processes. 3) Phase 3: Knowledge Process investigation from the relationship ofknowledge domain and business processes. Business processes are expressed as knowledge creation if it generates new knowledge in business process, expressed as knowledge storage if the knowledge is generated, stored as organizational knowledge, stated as knowledge transfer if the knowledge is passed on to other parties, and considered of knowledge application if used in creating other knowledge.

Research Methodology
The design of KMS is divided into 6 (six) phase which using a qualitative method, as described in Figure 2 as follows.

Finding and Discussion
In this knowledge process identification, four processes used are as follows (Strohmaier, 2005)  shows that knowledge creation of teaching material preparation involves knowledge of Learning Design (RB/RP) documents, which is then saved as a teaching material draft (softcopy). However, it can be seen in figure 2 that knowledge application of teaching material preparation has not been well defined, it means that this knowledge has not been used by other organizational roles to create new knowledge. Similarly, knowledge transfer has not been well defined (marked with question marks). Being analyzed further, it is not only Learning Design (RB/RP) documents that have a role in the creation of knowledge regarding teaching material preparation, but also there are several other knowledge background that affect it.
Knowledge background is useful in the creation of new knowledge, so that the resulting knowledge have more complete perspectives. Furthermore it will be showed knowledge that use the KD B and organizational roles that use it.  Table 2 noted that KD B is used by lecturer (WI) organizational role. Therefore, knowledge transfer to the lecturer must be ensured in the business processes to facilitate this. As knowledge transfer occurs between one lecturer (WI) and the others, then alternative forms of transfer are shown as follows, in Table 3. The last step is about knowledge storage.
To design a good knowledge storage there are several things to note as follows: 1. Teaching materials knowledge should be stored properly and the changes / improvements made from year to year are recorded. 2. Knowledge background about the changes / repairs of teaching material must also be clearly recorded in neat chronological order changes. Suppose there are regulatory changes that resulted in an improvement in the teaching material, the changes and the reasons (of the change log) should be written clearly.
Later the lecturer and training participants can learn from these changes. 3. The form of knowledge storage must also be considered, it should be structured in electronic files both in writing and storage. More details about the form of knowledge storage will be addressed in designing the technology for supporting knowledge infrastructure.
The above analysis can be summarized into a cycle of knowledge management that has been completed as follows in Figure 4.

Business Process Oriented KMS Design
Once the knowledge process completed, the next step is preparing a business process-oriented KMS model. Modeling is visualized using knowledge identification process from Strohmaier (2005). KMS models are designed to accommodate the latest changes. With these changes the flow of knowledge from KM cycle is well defined so that the KM cycle can be created smoothly. More detailed diagram can be seen from the figure 5 below.

KMS Technology Analysis
The design framework of knowledge infrastructure from Strohmaier (2005) will be used to design aspects of technology (knowledge infrastructure) as follows in Figure 6. Figure 6. Design step of Knowledge Infrastructure (Strohmaier, 2005) According to the framework, there are three steps to design knowledge infrastructure as follows.

Knowledge Process Definition
At this early stage, as-is and to be knowledge processes are defined. At this stage the fit criteria (objectives to be achieved by designing knowledge infrastructure) are also defined. Fit criteria will be used in the validation of knowledge infrastructure. 2. Design of Knowledge Infrastructure.
At this stage IT Architecture and IT Tools will be designed based on fit criteria and analysis result of business process knowledge modelling along with alternative technologies derived from literature studies. The design on this paper will focus on IT Tools particularly on the data, infrastructure and knowledge service layers. Besides IT Tools, KMS conceptual model is also described at this stage.

Knowledge
Infrastructure Design Validation Validation step is the final step of the design knowledge infrastructure. At this step, validation is conducted in terms of support for knowledge process using fit criteria. In this phase it can be determined whether the design meets the criteria or do not, if not then second stage of process can be repeated again. In addition to the fit criteria validation, comparisons to theory and regulation are used resulting triangulation validation.

Definition of Knowledge Process
Knowledge model process identification can be seen in Figure 3, while the design of process knowledge that has been completed can be seen in Figure 4 and 5. From here fit criteria will be designed as a knowledge infrastructure design purposes (KI). Fit Criteria will be designed based on some theory of KMS (Strohmaier, 2005) (Alavi, 2001) and in accordance with the regulation of KemenPAN on knowledge management in government agencies (PermenPAN, 2011). The summary of fit criteria are as follows: 1. Organizational Roles should be able to access the knowledge they need. 2. Organizational Roles should be able to provide / fill knowledge in KI. 3. The stored Knowledge must be supported and managed by KI. 4. KI should handle knowledge transfer smoothly. 5. KI should be able to facilitate knowledge collaboration between knowledge worker. 6. Collaboration model should also facilitate the need for collaboration anytime and anywhere (not confined to the office only).

Design of Knowledge Infrastructure
From the design of lecturer (WI) business process knowledge flow, there are two strategies related to the way individuals (lecturer) acquire and share knowledge required to perform duties as lecturer. The strategies will affect the design of knowledge infrastructure. The strategies are as follows (M. Ribiere. 2006). 1. Codification Strategy: This strategy focuses on the collection, codification and dissemination of information (explicit). This strategy will depend heavily on IT. One advantage is the reuse of existing knowledge. Codification strategy at lecturer business process can be seen in Table 4.

Personalization strategy: This strategy
focuses on developing a network to connect people so that tacit knowledge can be shared. This strategy emphasizes the dialogue between individuals. Personalization lecturer business processes can be seen in Table 5.

WI Forum In House Seminar
The following are the proposed design based on the results of the analysis and fit criteria (design of data and knowledge sources, infrastructure services and knowledge services) (Maier, 2007 a service of the application to be used to support the knowledge process. Based on the fit criteria and KMS strategy, the applications to be used are described in Table 6 as follows.   Figure 7 can be explained as follows: 1. Knowledge background needed to support creation process in teaching material preparation consists of 10 business processes identified earlier (Table  1), for example: earlier teaching material is used at the beginning of the preparation of the teaching material, then updated content (may be added or lessened) is adjusted by: RB / RP, reports of technical training (both national and international), the scientific papers of training participants, the translation of internationally accepted standards (of course in accordance with prevailing regulations in Indonesia), the discussions of the participants and other relevant information. The initial content can be put into a wiki where later it will contain a teaching material according to the subjects taught. Before writing to a wiki, a lecturer must access portal (as a one stop information system) that serves as an access and authentication systems (giving access to the application based on roles and responsibilities). It is necessary to manage all applications KMS well. The main principle is that the access to the application (read only, write and edit or full access) is given to the organization roles in accordance with his or her needs. All KMS application can only be accessed through this portal (also functions to provide guidance of each application).
2. Knowledge creation can not be separated from knowledge storage and retrieval, this is actualized by the codification strategy (knowledge storage). Point 1 has explained that the main content for storage (teaching material) can be stored in wiki, then the supporting content as knowledge background to update the content can be stored on a blog. The stored content can be varied, ranging from text, images, audio, video, animation and other multimedia content. Later, any change (either increase or decrease the contents of the teaching material) on the wiki will automatically be added to his description of the change (change log) including what changes were made and when those changes occured. At this stage a specific mechanism as a function of approval of the updated content can be added. Knowledge storage and retrieval are also equipped with search and retrieval systems for ease of finding the desired information and knowledge. Besides, expert locator function is also added to make it easier to find people who are experts in a particular field. 3. Personalization strategy is located on knowledge transfer. This stage emphasizes the management of tacit knowledge where new knowledge that emerged from discussions between lecturer and forum or in-house seminars. For example in a discussion that will determine whether a new test method can be included or not in a teaching material, if all the participants present at the same time and place, then the process of knowledge sharing / knowledge transfer / discussion can take place via the meeting or discussion forum. Then the results are incorporated into the wiki based on an agreement on the discussion forum. KMS enables a wider discussion forum, if there is one participant who was not present or at a different place, for example, the discussion can still be done via supporting technologies such as: video conference, discussion groups based application, virtual workspace application and others. In essence KMS enables knowledge transfer and knowledge sharing anytime and anywhere.

The last stage is knowledge application in
the form of the application / implementation of existing knowledge in order to provide value-added (continuous improvement) on the other processes. From the identification results was found that the process of developing a teaching material can be used to increase the 10 other processes. As described in Figure  3, it is a repeating cycle. To speed up the implementation process knowledge, KMS can help in terms of linking information from multiple sources and make it accessible to organizational roles that need it easily and quickly. KMS can further support the application of knowledge in a way embedding knowledge into the organization's business processes through expert / workflow system (codify and automate business processes).

4.6.Validation of Knowledge Infrastructure Design
Beside fit criteria, validation is performed also by comparing to the theory / other literature as well as to applicable regulations in order to make sure the validity of the design. It is shown in Table 7 and 8. According to PermenPAN No.14 Tahun 2011 , in the technological aspects of data acquisition using an electronic system to record data, tools for communication and collaboration (portal and intranet) and electronic discussion forums and search and retrieval system

Conclusion
Lecturer (WI) knowledge process modeling can be done using a knowledge process modeling framework from Strohmaier (2005) which is modified using PermenPAN No.12 tahun 2012 on business process guidelines.
The further analysis showed that in general, all business processes have not been optimized yet to fulfill all the components of knowledge creation to knowledge application. Starting from the knowledge creation, it was found that the Lecturer (WI) business process knowledge background in creating a new knowledge has not yet been fully identified, then in knowledge storage yet using a structured system and it is easy to be accessed again, knowledge transfer is also not yet optimal due to not support the activities of the collaboration, cooperation and teamwork while for knowledge application loads that has not been defined so that utilization of knowledge not optimal.
From the results of the knowledge infrastructure design indicates that there are two strategies used to support the Lecturer (WI) knowledge process as follows: 1. Codification Strategy is an explicit strategy (managing documented knowledge) and the supporting IT Tools as follow: Document/Content Management of Wiki and Blog, as well as Search Engine/Information Retrieval System and an Expert Locator. 2. Personalization Strategy where the This strategy focuses on the management of tacit knowledge (discussion between lecturer, lecturer forum, in house seminar, etc) with the supporting IT Tools as follows: Working Group/Community of Practice Tool, virtual work space application and discussion group based application.

Further Research
Further research can be done to develop an IT Tools prototype that have been proposed, such as making KMS Portal application that consists of Wiki, blogs, expert locator and Community of Practice tools in the form of virtual work space application and discussion group based application to be applied in the DCMHR of the Ministry of Trade.
Prototype development of IT tools should keep abreast of the latest technology in order to get the IT tools that are truly effective and efficient. The use and integration of social network software (wikis, blogs, microblog, forums, social networks, etc) should be studied in depth so that the function of KMS to connect information and knowledge from various sources and make theme asily and quickly accessible can be achieved. Further research can be done with the main focus of the people aspects of KMS (organizational culture, motivation, awareness, reward, regulatory support) to complete process and technology aspect. Further research can be done in the aspect of Knowledge Management Maturity Model Measurement / Assesment.