Gestão do conhecimento no setor público brasileiro: a utilização do Modelo de Conversão do Conhecimento na Pró-Reitoria de Assistência Estudantil da Universidade Federal de Juiz de Fora

Abstract

The present dissertation was developed from the Professional Master in Public Administration (PROFIAP), Faculty of Administration and Accounting Sciences of the Federal University of Juiz de Fora (FACC / UFJF). The research case had as its theme the knowledge management, using as a study methodology the Knowledge Conversion Model, composed of four axes (Socialization, Outsourcing, Combination and Internalization). The place chosen to carry out this work was the Student Assistance Department (PROAE), a sector located at UFJF, where it was sought to verify how the Knowledge Conversion Model can be used in knowledge management. Thus, the general objective was to analyze the Knowledge Management of PROAE based on the Knowledge Conversion Model. To reach this goal, the dissertation covered the following paths: presentation of the Knowledge Conversion Model, with explanatory detail of the four axes; diagnosis related to knowledge management in PROAE; and the elaboration of an Action Plan, contemplating the results obtained through the diagnosis. The realization of the diagnosis was possible through the application of a semistructured questionnaire with the PROAE servers, in order to capture their perceptions about each axis of the Model; of the documentary analysis, which included printed and virtual materials used by the sector; and of report coming from the participant research, considering that the author of the research acts as server of the place of focus of this study. Based on the results obtained, it was possible to list the main needs observed for each axis that makes up the Knowledge Conversion Model, such as: development of tools that promote the integration of the team, creation of means to improve the manipulation of data that can be used in the decision-making process; application of practices that improve the memory of PROAE and the evolutionary rescue of the history of the sector; registration of meetings and knowledge arising from training courses and events. From these and other findings verified in the research, an Action Plan was prepared indicating a set of tools that can be applied in PROAE, in order to improve knowledge management.