Perception of employees of a private institution of higher education in Brasília about knowledge management instruments and practices

Abstract

We are experiencing a new marketing configuration, resulting from an era called the knowledge society, in which knowledge became the main factor of production, therefore needing to be managed to become effective as an organizational competitive differential. This article was the result of a descriptive, explanatory and exploratory case study, with a mixed approach (quantitative and qualitative), through the adoption of documentary research and a questionnaire for data collection, based on the techniques of document analysis, content and statistics for the data collected, aiming to analyze the practices and tools of knowledge management from the perception of the collaborators of the research locus. Among the results obtained, it was highlighted that the practices "assistance from colleagues" and "standardization and standardization of activities" were the ones that presented the greatest perception of frequent availability, while the practices "coaching" and "knowledge cafes" were the ones that had a lower perception of frequent availability. The practices "brainstorming" and "information arising from competitive intelligence" were the ones that were most used by respondents who perceived a high frequency of availability of such practices, while "innovation centers" and "corporate library" were the ones that showed the least use by referred respondents. Most respondents perceived the high contribution to carrying out the activities of all the knowledge management practices used. The system with the highest perception of high frequency of availability was the "workflow system", which, together with the "management information system", was the most used, while all systems were perceived by most respondents as highly contributory for carrying out the activities, with emphasis on the "decision support system" and the "customer relationship management". The tools with the highest perception of high frequency of availability were the "collaboration tools", "advanced search tools" and " electronic document management”, which were also the most used.