Contribuições da implantação de procedimentos operacionais padrão na gestão do conhecimento organizacional: estudo de caso em uma Universidade Pública Federal

Abstract

Research Objective: This master's thesis investigates the importance of Standard Operating Procedures (SOPs) for the effectiveness of Knowledge Management (KM) at a federal university. The study documents the creation and implementation process of these documents, measuring their impact on the retention, storage, and dissemination of organizational knowledge. Relevance: The relevance of the proposed work lies in the importance of Knowledge Management in the current landscape and the need to improve UFJF's practices in this area. By analyzing the advancements resulting from the creation of SOPs and identifying areas for improvement, this work aims to contribute to optimizing the services the university provides to society. Method: This is a qualitative study structured as a case study. Data were collected through document analysis, questionnaires, and semi-structured interviews, and subsequently examined using content analysis. Results: The results indicate that at UFJF, the standardization of routines through SOPs facilitated the conversion of tacit knowledge into explicit knowledge, minimizing reliance on key staff members within departments and mitigating the loss of intellectual capital due to employee absences or departures. However, cultural resistance to adopting and using these documents persists, primarily due to shortcomings in communication and a lack of support from senior management. As a practical contribution, the Pro-POP/UFJF (Institutional Program for SOP Systematization and Management) was developed to operationalize the improvements in SOP management and usage proposed by the study participants. Conclusion: It is concluded that SOPs are essential tools for facilitating structural capital and preserving the university's organizational memory, serving as a complementary integration of information management and process mapping.