Analysis Of Knowledge Management Maturity Level Based On Iso 30401 And Quality Management System To Reduce The Number Of Pt Xx Customer Complaints

PT XX is a precast concrete manufacturer that has developed its business in some product and service fields. However, not all businesses run smoothly, as seen by the increasing trend in customer complaints over the last four years, which can reduce customer trust. This research will discuss the measurement of Knowledge Management Maturity Level based on ISO 30401 and the quality management system as a strategy for facing global competitive conditions in the future so that leaders can develop effective strategies to reduce loss of organizational knowledge and customer complaints that occur due to failure in knowledge management. This research aims to obtain tools to measure knowledge management maturity in companies that supply products and services in the construction sector so that management can develop strategies to reduce customer complaints. In several previous studies, knowledge management maturity levels were usually measured in contracting companies, both private and state-owned, to prevent construction failures, but this research was carried out on companies that supply products and services to contractors. The research methods used include literature studies, expert validation, and questionnaires. The results of this research are ten research sub-variables with 41 indicators as the tools for assessing the knowledge management maturity level. This research used these tools in PT XX as a supplier in the construction sector. This research shows that the knowledge maturity of PT XX is at level 4, where the organization has managed knowledge well and can be said to be mature. This result is already validated by experts who work in that company.