Análise da prestação de serviço de consultoria sob o enfoque da transferência do conhecimento

Abstract

The purpose of this study was to describe the process of knowledge transfer in consultancy projects, to identify the model, type and stages involved in a business service process provided by a p-KIBS company and to detect possible barriers to the knowledge transfer process related to knowledge, contect, source and recipient. The type of business chosen for this study was the p-KIBS company (Professional Knowledge Intensive Business Services), because litttle is known about this business in Brazil. As compared to other businesses, the p-KIBS have a differentiation of high customer interaction. The interviews were carried out using prepared survey questionnaires, especially designed for the business and for the customer in question. The technique used for the collection, analysis and interpretation of the data was the one proposed by Nigel King´s (2004). The company chosen for this study was Sales Talent a consultant firm specialized in providing knowledge intensive business service in sales area (P-KIBS). The analysis unit studied is the project itself, where the service is provided to a customer identified in this study as the ―ABC Company‖ a multinational company of the Information Technology sector. Two projects were studied, starting with the hiring of the p-KIBS and closing with the feedback. The conclusions drawn were the following: i) due to the close participation of both companies, working with bi-directional information flow, the model of information transfererence was collaborative; ii) the types of knowledge transfer present in the study are the serial type - with reference to the design of the model - and of the specialized type - with reference to the content; iii) all the stages in the knowledge transfer described in the literature were identified in the project - in less degree in integration and retention stage, that was restricted to one area; iv) it was noted that the process of knowledge tranfer is wider than that of the services provided because it includes activities carried out prior to the project - such as motivation and start up and other after the project is finished such as feedback; v) the barriers regarding knowledge (casual ambiguity) and the recipient (incapacity to retain knowledge) had great impact on the project, but were minimized by the strong interpersonal relationship. In addition, a wider interpretation model is put forward. This model integrates the stages of knowledge transfer in the process of providing business services, with a view to improving the approach and interaction between the consultant company and the customer.