Análise da gestão do conhecimento em uma empresa de abastecimento de água e esgotamento sanitário

Abstract

He objective of this work is to analyze how Knowledge Management (KM) occurs in an organization of the water supply and sanitation sector, in order to determine if the company has adequate conditions to systematically implement and feed the KM processes. The present work constitutes a qualitative, exploratory and descriptive research, based on the instrument developed for the diagnosis of maturity in KM, based on the instrument developed by the Asian Productivity Organization (APO). As for the technical procedures, the research had the following stages: 1) literature review to identify KM models, KM maturity analysis models, contextualization of the water supply and sanitary sewage studied; 2) carrying out an exploratory study with a public sanitation company to understand the operationalization of information in this type of organization, with a technical procedure characterized as a survey and analyzed with a descriptive statistics technique; 3) at the end, the descriptive analysis was elaborated to describe the KM in the organizations of the sector of water supply and sanitary sewage and to identify the strengths and opportunities of improvement of the Knowledge Management. In total, 42 responses were received, from several areas of activity, where it was found that the organization studied has isolated initiatives of applicability of Knowledge Management processes, but these practices are neither standardized nor institutionalized. In addition, the organization does not efficiently manage knowledge, which does not favor decision-making and although there are sectoral practices of KM, employees have shown that they consider important the systematization of knowledge as well as the creation of own and strategic knowledge. In addition, the organization has a strong information technology infrastructure, which can easily support a Knowledge Management System (KMS) and other KM initiatives.