ABSTRACT
The purpose of this research was to analyze and develop a hypothetical model of a more effective application of knowledge management to academic services. This research employed a qualitative method by using a case study approach. Data collection was conducted through in-depth interviews, observation, and documentation study. Data analysis was administered by refining and presenting the data, drawing conclusions, and verification. This study indicated that the people component is the main source of knowledge flow and cannot be separated from aspects such as people’s competence, leadership, knowledge sharing, innovation, and teamwork. The availability of human resources who enjoy learning and sharing their knowledge enables the creation of knowledge-processing channels, knowledge creation and capture, and the use of knowledge sharing to facilitate the implementation of academic services activities. The application of technology is a supporting element in optimizing knowledge flow and extends the reach and increases the speed of knowledge transfer.
