Gestão e compartilhamento de conhecimento em uma empresa de software: análise das práticas de gestão de conhecimento em um ambiente de uma equipe remota

Abstract

Nowadays, to obtain competitive advantage encompasses many factors. Knowledge management (KM), which treats knowledge as one of the main assets that an organization can have, is an enabler for companies to achieve great results if the KM processes are implemented in an effective manner. With the growth in the globalization mid 2000s and with the arrival of new technologies, the concept of remote work, also known as telework, which for years had been present, was widely spread across companies around the world. In this work, an exploratory research through a survey was conducted around the processes of KM in support teams of a software company located in the south region of Brazil. For confidentiality reasons, the company described in this work is referred to as company “ABC”. The advent of the SARS-CoV 2 pandemic, mostly known as COVID-19, and the imminences brought by the disease turned the attention of many companies to the remote work, making these companies realize that the continuity of their daily operations would be possible thanks to the possibility of remote work. This was particularly noticed for companies that operate in the Information Technology (IT) area. Due to the COVID-19 pandemic and by demand of local authorities, the support teams from the ABC company had to start operating fully remotely and virtually. Therefore, the main objective of the present work is to find an answer to the question “How to foster the creation and sharing of knowledge in teams that work virtually and remotely?”, considering the software support teams of the ABC company. For the study, a bibliographic research was primarily conducted around the theme of KM and knowledge transfer, in which it was elucidated what are the phases and types of knowledge available, the SECI model, which possesses this name due to the phases that compose the model (socialization, externalization, combination, internalization), in addition to the study of the barriers for knowledge sharing in remote teams, knowledge management systems and knowledge articles. This study emphasizes the socialization phase of the SECI model, which was highlighted as the most affected phase by the emergence of remote work among the support teams from the ABC company, also providing other recommendations that were made possible through the applied questionnaire and the analysis of data concerning the creation and maintenance of knowledge articles.