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Transferência do conhecimento organizacional: o caso do pavilhão do conhecimento - Centro Ciência Viva
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Abstract(s)
A presente dissertação de mestrado em Gestão Empresarial teve como objetivo principal conhecer os processos de transferência do conhecimento do Pavilhão do Conhecimento – Centro Ciência Viva, a sede da Agência Nacional para a Cultura Científica e Tecnológica, uma associação de divulgação de ciência. Para tal, elaborou-se um modelo de análise, assente na revisão de literatura, com duas grandes dimensões de análise: as atividades/meios de transferência do conhecimento e os fatores facilitadores/inibidores desse processo. A nível metodológico optou-se por um estudo de caso, recorrendo a uma metodologia mista, utilizando-se como técnicas de recolha de dados três entrevistas semiestruturadas realizadas à Chief Executive Officer (CEO), ao Coordenador dos Recursos Humanos e ao Chief Technology Officer (CTO) da organização e um inquérito por questionário dirigido a todos os trabalhadores.
Os resultados do estudo permitiram fazer uma caraterização do processo de transferência do conhecimento no Pavilhão do Conhecimento – Centro Ciência Viva, identificando as principais atividades/meios e os principais fatores facilitadores e inibidores.
Relativamente às atividades/meios analisadas, concluiu-se que o meio privilegiado de transferência do conhecimento na organização são as interações com os entre colegas, quer do respetivo departamento, quer de outros departamentos. Concluiu-se também que o trabalho em equipa e as equipas multidisciplinares com trabalhadores com background variado são meios de transferência do conhecimento utilizados com frequência na organização para a realização de diversas tarefas. A formação e os programas de rotatividade são meios de transferência do conhecimento menos utilizados, na organização.
Os resultados do estudo indicam como principais fatores facilitadores de transferência de conhecimento na organização a utilização de uma linguagem profissional e de um idioma facilmente compreendidos por todos os elementos da organização, os espaços informais existentes, a capacidade de comunicação da fonte do conhecimento, a capacidade de absorção dos recetores, a existência de meios para transferir quer conhecimento tácito quer conhecimento explicito e as políticas de proteção do conhecimento bem definidas são aspetos que facilitam a transferência do conhecimento no Pavilhão do Conhecimento – Centro Ciência Viva.
Também, foram identificados alguns fatores na organização que, segundo a literatura, podem funcionar como fatores inibidores à transferência do conhecimento, sendo estes os mais evidenciados, a falta de tempo para a transferência do conhecimento, questões relacionadas com a confiança e a falta de motivação para partilhar conhecimento, a inexistência de políticas e procedimentos que garantam a não apropriação indevida do conhecimento, a própria visão da organização relativamente ao conhecimento e a quem partilha o mesmo e o significativo turnover verificado na organização.
As conclusões apuradas permitiram ainda a apresentação de algumas sugestões que podem minimizar ou eliminar as barreiras identificadas e, consequentemente melhorar o processo de transferência do conhecimento.
The main objective of this Master's thesis in Business Management was to understand the knowledge transfer processes of Pavilhão do Conhecimento – Centro Ciência Viva, the headquarters of the National Agency for Scientific and Technological Culture, an association for the dissemination of science. To this end, an analysis model was developed, based on the literature review, with two main dimensions of analysis: the knowledge transfer activities/means and the facilitating/inhibiting factors of this process. At the methodological level, a case study was chosen, using a mixed methodology, using as data collection techniques three semi-structured interviews to the Chief Executive Officer (CEO), the Human Resources Coordinator and the Chief Technology Officer (CTO) organization and a survey by questionnaire addressed to all employees of the organization. The results of the study allowed to characterize the knowledge transfer process in Pavilhão do Conhecimento – Centro Ciência Viva, identifying the main activities/means and the main facilitating and inhibiting factors. Regarding the activities/means analyzed, it was concluded that the privileged means of knowledge transfer in the organization are interactions with other colleagues, form their department, and other departments. It was also concluded that teamwork and multidisciplinary teams with workers with varied backgrounds are means of knowledge transfer frequently used in the organization to carry out various tasks. Training and rotation programs are less used means of knowledge transfer in the organization. The results of the study indicate as the main knowledge transfer facilitating factors in the organization the use of a professional language and a language easily understood by all elements of the organization, the existing informal spaces, the ability to communicate the source of knowledge, the capacity of absorption of the receivers, the existence of means to transfer both tacit and explicit knowledge and well-defined knowledge protection policies are aspects that facilitate the transfer of knowledge in Pavilhão do Conhecimento – Centro Ciência Viva. Also, some factors in the organization were identified that, according to the literature, can act as inhibiting factors to the transfer of knowledge, the most evident being the lack of time for the transfer of knowledge, issues related to trust and lack of motivation to share knowledge, the inexistence of policies and procedures to ensure that knowledge is not misappropriated, the organization's own vision of knowledge and who shares it, and the significant turnover observed in the organization.. The verified conclusions allowed the presentation of some suggestions that can minimize or eliminate the identified barriers and, consequently, improve the knowledge transfer process.
The main objective of this Master's thesis in Business Management was to understand the knowledge transfer processes of Pavilhão do Conhecimento – Centro Ciência Viva, the headquarters of the National Agency for Scientific and Technological Culture, an association for the dissemination of science. To this end, an analysis model was developed, based on the literature review, with two main dimensions of analysis: the knowledge transfer activities/means and the facilitating/inhibiting factors of this process. At the methodological level, a case study was chosen, using a mixed methodology, using as data collection techniques three semi-structured interviews to the Chief Executive Officer (CEO), the Human Resources Coordinator and the Chief Technology Officer (CTO) organization and a survey by questionnaire addressed to all employees of the organization. The results of the study allowed to characterize the knowledge transfer process in Pavilhão do Conhecimento – Centro Ciência Viva, identifying the main activities/means and the main facilitating and inhibiting factors. Regarding the activities/means analyzed, it was concluded that the privileged means of knowledge transfer in the organization are interactions with other colleagues, form their department, and other departments. It was also concluded that teamwork and multidisciplinary teams with workers with varied backgrounds are means of knowledge transfer frequently used in the organization to carry out various tasks. Training and rotation programs are less used means of knowledge transfer in the organization. The results of the study indicate as the main knowledge transfer facilitating factors in the organization the use of a professional language and a language easily understood by all elements of the organization, the existing informal spaces, the ability to communicate the source of knowledge, the capacity of absorption of the receivers, the existence of means to transfer both tacit and explicit knowledge and well-defined knowledge protection policies are aspects that facilitate the transfer of knowledge in Pavilhão do Conhecimento – Centro Ciência Viva. Also, some factors in the organization were identified that, according to the literature, can act as inhibiting factors to the transfer of knowledge, the most evident being the lack of time for the transfer of knowledge, issues related to trust and lack of motivation to share knowledge, the inexistence of policies and procedures to ensure that knowledge is not misappropriated, the organization's own vision of knowledge and who shares it, and the significant turnover observed in the organization.. The verified conclusions allowed the presentation of some suggestions that can minimize or eliminate the identified barriers and, consequently, improve the knowledge transfer process.
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Keywords
Transferência do conhecimento Conhecimento organizacional Meios de transferência do conhecimento Facilitadores/inibidores da transferência do conhecimento