Gestão do conhecimento com ênfase na aprendizagem organizacional: um estudo multicaso no contexto bancário

Abstract

This study intends to analyze the participation, dissemination and the sharing of knowledge within a banking institution, focusing on the organizational learning processes caused by knowledge management. The theoretical basis used the knowledge management and the organizational learning approaches as references and the emphasis was placed on the types, interrelations, and ways of managing knowledge. In order to make the understanding of the theme possible, five disciplines and the strategies for learning development were described. A connection between both subjects was observed after the completion of the research. The methodology used was a qualitative multi-case study that was carried out in two agencies of a banking. Aiming at collecting the necessary information to verify the similarities and differences between the two agencies, questionnaires and interviews were prepared and a document analysis was carried out. This way, based on the attained results, the research shows that although both agencies presented satisfactory levels regarding the several categories, they also showed that they need to: a) establish strategies in order to improve working processes; b) develop specific training aiming for the researched area; c) encourage the use of tool that are available in the institution to generate, systematize and transfer knowledge. The use of this research in other agencies and regions as well as the use of the several approached categories in companies that have similar activities is recommended.