Retaining SAP (ERP system) knowledge among SAP expert in FGV Prodata Systems Sdn Bhd

Abstract

The study is to investigate and to develop a knowledge retention plan of SAP talents drain out in FGV Prodata. The purpose is to reduce the loss of Prodata’s Intellectual Capital (IC) when every time SAP expert attrition happens. FGV Prodata has lost SAP experts due to a few factors, uncompetitive salary scale, heavy job tasks, and better career development. This SAP experts’ turnover happens every year and FGV Prodata suffers from getting the replacement through either lengthy HR process or Prodata can’t afford to pay high salary to the same level of an expert replacement candidate. The best way to resolve this issue is to hire fresh graduates and train them, but the cycle to reach the expert level is a long process. These actually give a great impact on the quality of SAP customer support, especially in FELDA and FGV Group of Companies. It is an accumulative issue for Prodata, in which the replacement of the SAP expert is not resolved, and the remaining SAP expert is burdened with abandoned tasks. Therefore, this action research to focuses on how could Prodata cut the Intellectual Capital (IC) losses by implementing SAP knowledge retention (documented knowledge) and officiate mentoring program to shorten the learning curve of Prodata’s newly hired staff, literally fresh graduates. Knowledge management theory and mentoring models are used as guidelines of this study. Surveys before and after the intervention are required to measure the effectiveness of the intervention. The analysis is pursued through survey data and comparative assessment with the identified previous study.