Gestão do conhecimento nas empresas do segmento de serviços
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Tipo
Monografia
Data de publicação
2013-07-04
Periódico
Citações (Scopus)
Autores
Rodrigues, Elisangela Souza
Orientador
Nunes, Élida Jacomini
Título da Revista
ISSN da Revista
Título de Volume
Membros da banca
Programa
Resumo
São pressupostos deste trabalho que o conhecimento é gerado pelo ser humano e que sua transmissão depende da sua pré-disposição em compartilhar o conhecimento, portanto a gestão do conhecimento apresenta este ser como elemento essencial no processo de criação, conversão e compartilhamento do conhecimento. Este conhecimento é cada vez mais essencial ao desenvolvimento e sucesso das organizações. O ambiente organizacional vem se empenhando em gerar o conhecimento, pois o tempo médio que um trabalhador fica em seu emprego está diminuindo e conseqüentemente à taxa de rotatividade em todos os setores está se elevando, principalmente no segmento de serviços especificamente nos Call Centers. O desafio das organizações é aproveitar o conhecimento dos funcionários e da própria organização, e em paralelo continuarem com as suas atividades. Com um processo bem estruturado para a gestão do conhecimento temos a possibilidade de utilizar a memória organizacional, e esta tem a finalidade de melhorar o desempenho organizacional, pois é possível gerenciar seus ativos intelectuais. A presente pesquisa tem como objetivo verificar a influência do conhecimento individual na memória organizacional da Empresa TeleTech. Foram utilizados questionários com foco nas oportunidades individuais e organizacionais. Com a análise das respostas foi possível descobrir que embora suas experiências sejam compartilhadas informalmente, se existisse um sistema especifico para compartilhar o conhecimento adquirido nos atendimentos, a produtividade seria mais efetiva. Pode se afirmar também que a alta taxa de rotatividade pode ter influência direta na memória organizacional.
This work presupposes that knowledge is generated by humans and its transmission depends on their predisposition to share knowledge, therefore knowledge management presents the humans as an essential element in the process of creation, transformation and process of sharing knowledge. This knowledge is increasingly essential to development and to the success of organizations. The organizational environment has been making strenuous efforts to generate knowledge, because the average time a worker is in his employment is decreasing and consequently, the rate of turnover in all sectors is rising, especially in the service sector specifically in call centers. The challenge of the organizations is to take the expertise of the staff team and of the own organization, and continue in parallel with their activities. With a well-structured process for knowledge management we do have the ability to use the organizational memory, and this is intended to improve the organizational performance, it is possible to manage their intellectual assets. This research aims to investigate the influence of individual knowledge in organizational TeleTech Company's memory. Questionnaires were used to focus on individual and organizational opportunities. With the analysis of the responses it was possible to find out that although their experiences are shared informally, if there was a specific system to share the knowledge acquired in attendance, productivity would be more effective. It can also be affirmed that the high turnover rate can have a direct influence on the organizational memory.
This work presupposes that knowledge is generated by humans and its transmission depends on their predisposition to share knowledge, therefore knowledge management presents the humans as an essential element in the process of creation, transformation and process of sharing knowledge. This knowledge is increasingly essential to development and to the success of organizations. The organizational environment has been making strenuous efforts to generate knowledge, because the average time a worker is in his employment is decreasing and consequently, the rate of turnover in all sectors is rising, especially in the service sector specifically in call centers. The challenge of the organizations is to take the expertise of the staff team and of the own organization, and continue in parallel with their activities. With a well-structured process for knowledge management we do have the ability to use the organizational memory, and this is intended to improve the organizational performance, it is possible to manage their intellectual assets. This research aims to investigate the influence of individual knowledge in organizational TeleTech Company's memory. Questionnaires were used to focus on individual and organizational opportunities. With the analysis of the responses it was possible to find out that although their experiences are shared informally, if there was a specific system to share the knowledge acquired in attendance, productivity would be more effective. It can also be affirmed that the high turnover rate can have a direct influence on the organizational memory.
Descrição
Palavras-chave
Gestão do conhecimento , Memória organizacional , Clima organizacional , Gestão de projetos