Citation:

Nina, Dedy Sushandoyo. "Knowledge Management for Efficient and Effective Business Process in Pharmacy" International Research Journal of Economics and Management Studies, Vol. 4, No. 2, pp. 25-42, 2025.

Abstract:

This study investigates implementing a knowledge management system in a pharmacy setting, focusing on H2O Pharmacy in Tangerang, Indonesia, which faces operational challenges, including long service times, customer dissatisfaction, and waiting line management issues. The research examines how insufficient knowledge management practices, particularly the reliance on informal pharmacist training without structured documentation, impact service delivery and business performance. Through qualitative methodology incorporating interviews with stakeholders from H2O Pharmacy (owner, manager, pharmacist, and staff) and competitor managers, this study employs thematic analysis to evaluate current practices. Benchmarking against competitors Suma Farma and K-24 revealed significant operational gaps, particularly in service efficiency and effectiveness. The findings indicate that while H2O Pharmacy prioritizes counseling services, the absence of systematic knowledge documentation impedes service delivery speed and decision-making processes. Based on these insights, the study proposes a comprehensive knowledge management framework integrating people, process, and technology components through the SECI Model (Socialization, Externalization, Combination, and Internalization). The research concludes by recommending artificial intelligence and machine learning technologies to enhance operational efficiency and service effectiveness, providing a blueprint for knowledge-intensive pharmaceutical businesses seeking to optimize their operations.

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Keywords:

Knowledge Management, Pharmacy, Efficiency Effectiveness, SECI Model, AI Machine Learning, Health Service, Critical Knowledge.