Gestão do conhecimento na administração públicauma análise da percepção dos gestores acerca dos fatores críticos da gestão do conhecimento no âmbito da DIRBEN/INSS

Resumo

Objective: This research aims to capture the perception of managers at different levels in the INSS benefits area regarding how the critical factors for the success of organizational knowledge management are presented within the scope of the Benefits and Citizen Relations Department – DIRBEN/INSS. Methodology: The method employed a qualitative approach using the holistic case study technique. Data collection involved bibliographic and documentary research in addition to the researcher's visit to the researched body with the aim of studying the normative acts related to knowledge management in the organization, as well as understanding the competencies and responsibilities of the researched body. Semi-structured interviews were also carried out with managers at different levels in the INSS benefits area with the aim of understanding what and how the knowledge management processes in operation in the organization are developed, as well as capturing the managers' perception of how to development of critical factors for organizational knowledge management within the Board. Results: The research results made it possible to demonstrate the knowledge management processes in operation in the Board and capture the managers' perception of the critical factors for knowledge management in the organization. Critical factors with a negative perception were grouped, that is, not perceived or perceived as very poorly performed in the organization, factors with a moderate perception, that is, factors present, but still under development in the organization, and a factor with a positive perception, that is, considered well developed in the organization. Limitations: The limitations of the study are the method used, as it works with the subjectivity of the participants and their relationship with the work environment, a context in which the participant's emotions and positions in the Institution can bias the data collected. The size of the institution with national coverage and regional differences can also be listed as a limitation, as well as the researcher's insider status. There was an effort to overcome such limitations through a rigorous and ethical application of the method, the widest and most varied selection of participants possible and attention to the concept of reflexivity in conducting the research. Applicability of the study: The research results generated contributions to the researched organization, as they allow management efforts to be directed towards areas related to critical factors with negative or moderate perception in order to improve knowledge management in the institution. On the other hand, the research presents an academic contribution, since it reflects on the practical importance of knowledge management within the scope of Brazilian public administration, a topic that still lacks studies and contributions from the literature.

Ficha do documento

Tipo

Dissertação

Ano

2024

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/35513

Temas

Políticas PúblicasDesenvolvimento RegionalAdministração Pública

Palavras-chave

Gestão do conhecimento na administração públicaFatores críticos para a gestão do conhecimentoModelos de maturidade da gestão do conhecimentoKnowledge management in public administrationCritical factors for knowledge managementKnowledge management maturity modelsAdministração públicaGestão do conhecimento - BrasilEficiência organizacionalPrevidência social