Talita Da Silva Ferreira
Master Degree Entrepreneurship – Technical alignment of employees through knowledge management
Adviser: Prof. Dr. Antonio Carlos Aidar Sauaia
Comission: Profs. Drs. Marcelo Caldeira Pedroso, Marco Antônio Silva and Renata Giovinazzo Spers
Class: 215, FEA-5
The academic and professional experience of the researcher from the last 14 years (2005 to 2019), combined with recent experiences in laboratory companies (2014 to 2018), led her to understand the importance of technical knowledge for the success of a company. However, if such knowledge is not standardized and shared, it creates misalignment among employees. This research aimed to align the contribution of employees, diagnosing misalignment, standardizing technical knowledge, training the members of teams involved and creating a database to support Knowledge Management. Based on two types of knowledge: tacit (inherent in personal skills) and explicit (recorded in documents), the technical alignment of knowledge was guided by the Knowledge Management model of Nonaka and Takeuchi. In this model, knowledge goes through four modes of conversion: socialization, externalization, combination and internalization (Nonaka and Takeuchi, 2008). These modes were initially observed in the Management Laboratory (Sauaia, 2013), a laboratory environment for the practice of Knowledge Management, serving as a model to replicate in the real Alvo company, in which the researcher acted professionally. In the first stage of the researcher's experience at the Management Laboratory (MBA Butantan), the laboratory environment provided several rounds of organizational experiences that highlighted the importance of knowledge for the success of organizations. In the second stage, three company games were experienced in a class of the Professional Master in Entrepreneurship at FEA-USP in 2018. Before the start of the second company game, all the managers of the laboratory companies answered a questionnaire about the technical knowledge they obtained in the first game. A misalignment of 68% of the technical knowledge among the participants was diagnosed. The laboratory research inspired an interventionist qualitative action research in the Alvo company, which the researcher was working. In the laboratory environment, the standardization of technical knowledge occurred through the strategic plan of the laboratory companies, the training for the dissemination of this knowledge was conducted with face-to-face meetings and the creation of the database was done with Excel spreadsheets and scientific articles. By the end of the third game, the misalignment of technical knowledge among the participants had fallen from 68% to 8%. Noting the similar problem in Alvo company, a questionnaire was applied to employees to measure misalignment. In order to standardize and share the technical knowledge, a portfolio for specific products was created. On-site and remote trainings were made based on a database of regulatory technical documentation. The laboratory research allowed the researcher to understand the dynamics of Knowledge Management, align the technical knowledge and achieve better performances in the laboratory companies that she manages. The replicated research in Alvo company, provided to stakeholders a technical alignment, improved sales visits, external customer satisfaction and generated a virtuous circle of continuous learning internally. The Management Lab has shown effectiveness as a training environment for aligning professionals who need to standardize knowledge and learn to practice, among other models, Knowledge Management. It also served as an incentive for the researcher to undertake professional trainings and management consulting.
*Abstract provided by the author