A gestão do conhecimento no setor de pagamento da Superintendência Regional de Ensino de Januária- MG

Abstract

This dissertation presents a management case focussing on the personnel payment sector at the Regional Education Superintendence (SRE) of Januária, which covers 19 municipalities in the north of Minas Gerais, encompassing a network of 134 schools and 8,319 civil servants. The general objective is to investigate the problems faced in knowledge management in the Payroll Sector and propose actions to improve it. The specific objectives are: to describe the problems faced in terms of effective knowledge management; to analyse the causes of the problems in the SRE's payment sector; and to propose actions that can address the causes of the problems identified in order to improve knowledge management in the SRE's payment sector. The motivation for carrying out this research arose from the author's realisation, in the course of her work, that knowledge management is not fully consolidated, leading to a number of doubts about the tasks related to her duties. Although there are answers to some of these questions, they are not organised in such a way that they can be consulted quickly at any time. This lack of information and the consequent lack of standardisation leads to differences in the modus operandi between the employees responsible for payroll entries and the tax agents at the Januária SRE, which can affect the efficiency of the services provided. The theoretical framework is grounded in publications by scholars of public administration. A qualitative approach was adopted, initially based on literature review and document analysis. Subsequently, field research was conducted through semi-structured interviews with the payroll coordinator and supervisory staff. Data analysis was performed using triangulation between field findings, literature review, and document research. Following the methodology required by the graduate program, an Educational Action Plan (PAE) was developed, proposing measures to improve the knowledge management process within the studied SRE, specifically in relation to the analyzed area.