This research explores the correlation between knowledge management practices, incidents in digital products at BNI, and the role of IT Quality Assurance (QA) in maintaining product quality. Focusing on the digital products of BNI, the study investigates incidents reported over the past three years, aiming to identify patterns and root causes. This research employs a comprehensive approach, utilizing the APO Knowledge Management Assessment tool for Knowledge Management (KM) assessment within the IT Testing & Quality Assurance department at BNI. The study combines quantitative data from the APO KM Assessment with qualitative insights gathered through thematic analysis to determine the current knowledge management maturity level within the department. The culmination of the research involves providing recommendations to address the identified knowledge management challenges within the IT Testing & Quality Assurance department. The proposed solutions offer a holistic approach to enhancing knowledge management practices. The findings contribute to the broader goal of optimizing digital product quality and fortifying BNI's competitive position in the digital landscape.

PT Bank Sunray is a private bank that has implemented a remote working policy for several of its employees even though the COVID-19 pandemic in Indonesia is considered to be over with the aim that its employees can balance their work and personal life better and that the level of employee engagement will increase. It is known that in 2023, the employee engagement score in the Branch Banking Support department was the lowest compared to other departments, while this Branch Banking Support department is the only department that implements remote working in the Branch Banking division. This research used both quantitative and qualitative methods. The primary data were collected by using questionnaire to the Branch Banking Support employee and also from Forum Group Discussion result, analysis using descriptive and also SEM-PLS method. The secondary data used was coming from internal data of Bank Sunray. The results showed that Structural Factors such as Clarity of Job Criteria and Work Independence and Relational Factors such as Interpersonal Trust and Social Isolation had a statistically significant relationship to employee engagement, while Contextual Factors such as Change in Work Location and Perceived Disruption, had no statistical influence on employee engagement. The authors recommend that the current remote working policy needs to be evaluated by adding improvements in terms of communication between employees, relationships between employees and clarity of job criteria so that employee engagement in Branch Banking Support can be improved. 

Maintaining sustainable business sales performance is essential for a company to meet its business strategy and perform profitability. This highlights the vital role of the sales department in the company’s success, as the sales team is the primary revenue driver. This research explores the sales staff productivity optimization through a comprehensive case study of Bank Oranye’s wealth management business division, aiming to address the challenges faced by the institution where the sales productivity declined consecutively in the last few years inlining with the declines of business sales revenues. These research objectives are figuring the causes of decline in sales productivity and identifying tools to improve the sales productivity. The research scope was limited in wealth management business, wealth products, sales revenues, and Bank Oranye’s internal sales management. Utilizing a comprehensive study approach, the research delves into the multifaceted aspects of a productivity and encompassing both internal and external factors that influence sales productivity in achieving sales revenue performance.  This research uses a qualitative methods research design with insights gathered from interviews and observations with key stakeholders, relationship managers, and sales managers. It also examines the challenges faced by the bank among the industry. The findings of the research reveal factors such as low sales effectiveness, low sales efficiency, manual transaction process are crucial factors in improving the sales productivity in wealth management business. The research identifies critical bottlenecks and inefficiencies in the existing sales transaction process. Based on the insights gathered from the analysis, it reveals that the role of digital tools and technology which integrated with the wealth system could streamline the sales process and is crucial in improving the sales productivity. This research provides valuable insight for the bank and similar industry in emphasizing the need to align digital sales strategies with the sales process model. The insight not only answers current sales productivity issues, but also improves customer satisfaction and operational services in digital customer engagement. The research findings offer a digital implementation strategy for Bank Oranye to improve their sales productivity