A integração da Gestão do Conhecimento na Gestão da Qualidade: o papel da abordagem por processos
O presente trabalho sintetiza parte dos resultados de uma dissertação do Mestrado em Gestão desenvolvida no Departamento de Economia, Gestão, Engenharia Industrial e Turismo da Universidade de Aveiro. Sendo um trabalho de investigação-ação enquadrado no acolhimento de um estágio numa empresa do setor da cerâmica, apresenta dois objetivos principais: 1) melhorar a gestão do conhecimento do departamento comercial de uma empresa (contributo prático); e 2) compreender qual o papel da abordagem por processos na gestão do conhecimento organizacional (contributo teórico).
Neste sentido, o trabalho seguiu uma metodologia qualitativa através do desenvolvimento de um estudo de caso estruturado em dois modelos concetuais: Modelo SECI e Ciclo de vida BPM.
Para melhorar a gestão do conhecimento da empresa foram modelados os processos chave do departamento comercial, esperando-se a diminuição de ambiguidades e erros, diminuição do tempo necessário à integração de novos colaboradores, e a compreensão do papel de cada um no desenvolvimento de atividades com valor acrescentado para o cliente. No que respeita à compreensão do papel da gestão por processos na gestão conhecimento, concluiu-se que esta apoia na identificação do conhecimento tácito, na captação do mesmo, no seu armazenamento estruturado transformando o conhecimento tácito em explícito, na distribuição do conhecimento e a sua aplicação ao nível operacional, levando à consolidação e à criação de novos conhecimentos.
Abstract:
This work synthesizes some results belonging to a Master Management Dissertation of the Department of Economics, Management, Industrial Engineering and Tourism (University of Aveiro). As action research within the scope of an internship in a ceramic company, it has two main objectives: 1) improving the knowledge management of the company’s commercial department (practical contribution); and 2) understanding the role of the process approach in organizational knowledge management (theoretical contribution). The work followed a qualitative methodology by developing a case study structured in conceptual models: SECI Model and Life Cycle BPM. As a result, the critical processes of the Commercial Department were modelled to reduce ambiguities and errors, reduce the time required for the integration of new employees, and better understand the role of each one in added value activities. Focusing on the role of process management in knowledge management, it was concluded that it promotes: the identification of tacit knowledge; captures knowledge, storages knowledge structured, transforms tacit knowledge into explicit knowledge, and distributes knowledge and its application at the operational level, leading to the knowledge consolidation and the creation of new knowledge.
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Inês Ribeiro Silva started her academic path with a degree in Languages and Business Affairs at University of Aveiro (2015-2018). She has finished her Master Degree in Management in 2021, also at University of Aveiro. While working on her thesis, she has enrolled in an internship in an industry from the ceramics sector, taking Sales Backoffice tasks. At the present moment, she is still working in the ceramics industry, on Business Development and Sales.”
Cláudia de Sousa e Silva has received a PhD from Department of Economics, Management, Industrial, Engineering and Tourism – University of Aveiro – Portugal. She is currently professor at Águeda School of Technology and Management – University of Aveiro Portugal and researcher at GOVCOPP. Her research interests are in quality management, project management and sustainability.
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Abordagem por processos, Gestão do Conhecimento, Gestão da Qualidade, Gestão de processos de negócio
Business Process Management, Knowledge Management, Process Approach, Quality Management
