Knowledge Management

Qian Hu Corporation Limited

GM 9 - Syndicate Group 4B

Savitri Ayu Saraswati 29319098

Okta Paulia 29319038
Sarah Kamilia Nugroho 29319035
Raka Nuralif Verdiyanto 29319102
Yahya Sudrajat 29319020

SCHOOL OF BUSINESS MANAGEMENT

MASTER OF BUSINESS AND ADMINISTRATION
GENERAL MANAGEMENT 9
BANDUNG INSTITUTE OF TECHNOLOGY
 Introduction
● Qian Hu Corporation Limited is a Singapore-based integrated ornamental fish service provider.
● Operating in knowledge based environment, offering domestic and international wholesalers,
retailers, and consumers a one-stop service point as a breeder, distributor, manufacturer, and
retailer.
● Peasant in four countries: Singapore, Malaysia, Thailand, and China.
● On the whole, main business activities can be classified into three areas: ornamental fish,
accessories, and packaging (plastic bags).
● The company distributes more than 5000 types of aquarium and pet accessories for more than
20 major manufacturers and principals to local retailers and wholesalers in Asia.
 Mission, Vision, Core Values, and
Strategic Thrust
● The mission is to create shareholders value by becoming a world class ornamental fish and
accessories company through innovative and quality products and services.
● Overall vision is to be the world’s biggest ornamental fish aquarium, and pet accessories service
provider.
● Core values in this foundation are integrity, value creation, entrepreneurship, and teamwork.

4 strategic thrust

customer people quality financial

focus excellence excellence strength
 Key Drivers for The Adoption of KM
Executive Chairman and
Managing Director - Kenny
Yap
One of Kenny’s aim in adopting KM
is to capture the knowledge,
competencies, and experiences of
his employees in order to avoid
knowledge losses in case an
employee decides to leave the
organization.
Mission and The Need
for Competitive
Differentiation
In line with the mission Qian
Hu Corporation, requires
competitive differentiation
through innovative and
quality of products and
services.
Maximizing Customer
Satisfaction
Qian Hu aspires to effectively
deliver product knowledge, quality,
timelines, varieties, and good value
for the money to its customers.
Corp. Standing &
Relationship Goals
Establish a strong public corp.
Standing for the company and
strengthen its relationship with its
partners and financial company
 Value Creation Through Strategic KM
Implied Company’s Motto Customer Strategies
“FISH”
Adopt “Listening and Learning
F : Fast Response Strategies”
I : Intelligence Listening posts :
S : Strong 1. Multi Prong Contracts
H : Harmonious 2. Participation in conferences and
exhibitions
3. Regular Customer survey and
feedback sessions
The implications :
Qian Hu devised customized bar
code sticker containing information
about the fish package, in purpose
to help export customer to identify
each customer’s packing list
because they usually have orders
from various aquarium retailers in
their countries
HR Strategies
Developed HR Strategies to
become a competitive player
and to have competent
resources.
The Implication :
Regular meeting with line
managers and senior managers
to analyse of relevant best
practices.
Connecting KM to
Organizational Goals
Qian Hu has optimized the
organizational cultural and
technological aspects.
The implication :
1. Initiated external knowledge
acquisition.
2. Collaborative research with
other knowledge intensive
organizations to create
knowledge and implied to
product innovations.
 Problems and Corrective Actions
● The changes of company’s structural since its family’s business there are some
misunderstanding between family’s member
The corrective ways :
➔confront the family members and convince them about the changes will lead Qian Hu become
more professional, striving to be a competitive world class player in the market.

● Qian Hu’s organizational culture has evolved from based on family values to top-down strategy
(encompass more professional practices)
The corrective ways :
➔To monitor the prevailing culture, Qian Hu uses various diagnostic measures like employee
opinion survey (EOS), performance achievement, third-party feedback, employee involvement,
and staff turnover feedback.
➔Bridging initiative include recreational activities, informal gathering, training and transparency
KM Tools & Techniques
Means of Communication between SM & Key Stakeholders
KM Tools : HRM Practices & Culture
KM Tools : HRM Practices & Culture
Aspects of Qian Hu’s Organizational Culture
 Internal & External Sensing

Internal External

- Qian Hu using Employee Opinion Survey (EOS) to - Qian Hu conducts comparative and
review the company’s performance benchmarking studies to seeks and
management system, to listen the employee learn from external knowledges
satisfactions and to check the firm’s internal agents.
knowledge assets.
- HR Department encourages employees to
submit improvement valuable idea and
suggestions for the creation and the
combination of new knowledge for Qian Hu.
- HR Department also accommodate the
employee to have a dialogue sessions that
promote two way communications.
Capturing and Creating Knowledge
through COPs and R&D
Community of Practice (COP)
capture all relevant knowledge and
integrates it into effective plans and
strategies through sharing, creating
and combination.
R&D make a collaboration with
external consultants and knowledge
brokers to do some research in:
- cut cost for water and manpower
by designing a filter system that
helps to keep fish “happy” with
less water and fewer workers.
- made a great strides in the area
of fish medicine.
- set up an efficient method of
identify breeding pairs.
- simple and noninvasive methods
to determine the sex of the
brooders.
Organizing, Storing and Sharing
Knowledge through a Web-Based KM
System
Qian Hu developed a web-based KM system
with various file format to:
- capture and disseminates the working
knowledge
- provides updated stock, members’
reward point, feedback channel and fully
automated phone hotline.
- improve customer relationship
management.
Utilizing Knowledge through Best
Practice Transfer and CRM
Qian Hu conduct intensively studies
best practices of other companies and
adapts the appropriate one.
CRM reports are review and evaluate by
senior management with marketing or
project managers toward the objective
of long-term customer retention and a
win-win formula.
Qian Hu conducts systematic analysis
on a eb based platform that integrated
with customer care information, supply
chain data, corporate data, and
intellectual capital information.
These help Qian Hu in the innovation or
improvement to raise effectively and
efficiency while maintaining
operational cost below the current
levels.
Tracking & Lesson Learned
 Lesson Learned
- Leaderships, technology, people, and the intention to exceed the expectations of
external stakeholders.
- Customer knowledge, its intellectual capital resources and technological know-how
are indispensable for this company.
- Learning from the others companies about knowledge intensive R&D centers,
represent distinctive features of its approach.
- In sum, this company demonstrates that KM is meaningful and profitable