ORGANIZATIONAL RESILIENCE IN PT KAI PERSERO: A CASE STUDY USING RESILIENCE TENSION QUADRANT FINAL PROJECT In partial fulfilment of the requirements for the master’s degree from Institut Teknologi Bandung By Harry Clausius Tjandra Student ID: 29122078 (Master of Business Administration Program) INSTITUT TEKNOLOGI BANDUNG December 2023 i ABSTRACT ORGANIZATIONAL RESILIENCE IN PT KAI PERSERO: A CASE STUDY USING RESILIENCE TENSION QUADRANT By Harry Clausius Tjandra Student ID: 29122078 (Master of Business Administration Program) Organizational resilience is the ability of an organization to anticipate, prepare for, respond and adapt to incremental change and sudden disruptions in order to survive and prosper. However, there is a lack of empirical studies on how organizations achieve resilience in different contexts and situations. This paper aims to fill this gap by conducting a case study of PT KAI Persero, the state-owned railway company in Indonesia, using the resilience tension quadrant framework. The resilience tension quadrant is a tool that helps organizations identify and balance four types of resilience tensions: stability-flexibility, integration-differentiation, exploitation-exploration, and alignment-adaptability. The paper analyzes how PT KAI Persero manages these tensions in the face of various challenges, such as natural disasters, competition, regulation, and innovation. The paper also discusses the implications of the findings for theory and practice of organizational resilience in the railway industry. The paper contributes to the literature on organizational resilience by providing a capability-based conceptualization and a measurement scale of organizational resilience, as well as a rich and contextualized case study of a highly resilient organization. Keywords: organizational resilience, resilience tension quadrant, PT KAI Persero, railway industry. ii ABSTRAK KETAHANAN ORGANISASI DI PT KAI PERSERO: STUDI KASUS MENGGUNAKAN RESILIENCE TENSION QUADRANT Oleh Harry Clausius Tjadnra 29122078 (Program Studi Magister Administrasi Bisnis) Ketahanan organisasi adalah kemampuan organisasi untuk mengantisipasi, mempersiapkan, merespon, dan beradaptasi dengan perubahan bertahap dan gangguan mendadak agar dapat bertahan dan berkembang. Namun, ada kurangnya studi empiris tentang bagaimana organisasi mencapai ketahanan dalam konteks dan situasi yang berbeda. Makalah ini bertujuan untuk mengisi celah ini dengan melakukan studi kasus PT KAI Persero, perusahaan kereta api milik negara di Indonesia, menggunakan kerangka kerja kuadran ketegangan ketahanan. Kuadran ketegangan ketahanan adalah alat yang membantu organisasi mengidentifikasi dan menyeimbangkan empat jenis ketegangan ketahanan: stabilitas-kelenturan, integrasi-diferensiasi, eksploitasi-eksplorasi, dan penyesuaian-adaptabilitas. Makalah ini menganalisis bagaimana PT KAI Persero mengelola ketegangan ini dalam menghadapi berbagai tantangan, seperti bencana alam, persaingan, regulasi, dan inovasi. Makalah ini juga membahas implikasi temuan untuk teori dan praktik ketahanan organisasi di industri kereta api. Makalah ini berkontribusi pada literatur tentang ketahanan organisasi dengan memberikan konseptualisasi dan skala pengukuran ketahanan organisasi berbasis kemampuan, serta studi kasus yang kaya dan berkonteks dari organisasi yang sangat tangguh. Keywords: ketahanan organisasi, kuadran ketegangan ketahanan, PT KAI Persero, industri kereta api. iii ORGANIZATIONAL RESILIENCE IN PT KAI PERSERO: A CASE STUDY USING RESILIENCE TENSION QUADRANT By Harry Clausius Tjandra Student ID: 29122078 Master of Business Administration Program Institut Teknologi Bandung Approved Date 22/12/2023 Supervisor (Dr. Henndy Ginting, S.Psi.,M.Si.Psikolog) iv FINAL PROJECT GUIDANCE Unpublished masters’ final project is registered and available in the Library of Bandung Institut of Technology, and is open for public, provided that the author owns the copyright in accordance with the intellectual property rights that are applicable in the Library of Institut Teknologi Bandung. Bibliographical references are allowed to be use in a limited manner, however the citation and summarization can only be proceed upon the author’s permission and must include the scientific norm of stating this final project as the source. This final project has to be cited as: Clausius, H. (2023): Organizational Resilience in PT KAI PERSERO: A Case Study Using Resilience Tension Quadrant, Masters’ Final Project, Institut Teknologi Bandung. Reproduction or publication of parts or whole of the final project must be under the consent of the Head of Graduate School, Bandung Institute of Technology. v Dedication page is not a required page. If any, on the page is written for whom the final project is dedicated. Sentences on this page are positioned in the center of the paper. Example: This final project is dedicated to parents, husband, children, brothers and sisters, father-in-law and my beloved family who always support me. vi ACKNOWLEDGEMENTS Praise and thanks to God who always guide and helped me through my master education so I can finally arrive in this moment to complete the thesis titled “ORGANIZATIONAL RESILIENCE IN PT KAI PERSERO: A CASE STUDY USING RESILIENCE TENSION QUADRANT” and so that this thesis can be implemented while being of use to the party that needed it. The author wrote this thesis as a part of learning process in MBA ITB curriculum. However, I am not alone in completing this thesis. This thesis can be completed because of encouragement, though and suggestions from many people around me. On this occasion the author would like to express his deepest gratitude to: 1. Dr. Henndy Ginting, S.Psi., M.Si.Psikolog. as the author thesis advisor, who provided guidance, support whenever needed, insight, recommendations, and many knowledge to the author until this project can be completed. 2. Author’s family, who always support, remind and prayed for the author to finish this thesis. 3. PT Kereta Api Indonesia management especially Dr. Wellyansyah and the whole MCO team who provided guidance for 7 months, knowledge, insight that eventually lead to completion of this project. 4. MBA ITB Lecturers, academic and non-academic staff who provided knowledge and support that made learning possible for me and many other of my colleagues. 5. Correspondents, who spent their time and energy answering the questionnaire I shared which led to good data and analysis being made. 6. Author YP 67C Classmates who teach the author a lot of things academic and non-academic things which in turn gave the author the will power to complete this thesis. Bandung, December 2023 Author Harry C Tjandra vii TABLE OF CONTENTS ABSTRACT ............................................................................................................. i ABSTRAK .............................................................................................................. ii VALIDATION PAGE ........................................................................................... iii FINAL PROJECT GUIDANCE ............................................................................ iv TABLE OF CONTENTS ......................................................................................