Proposta de implantação da Gestão do Conhecimento no setor de pagamento de uma Superintendência Regional de Ensino (SRE) da Secretaria de Estado de Educação de Minas Gerais

Abstract

This dissertation was developed within the scope of the Professional Master's in Education Management and Evaluation (PPGP) from the Center for Public Policy and Education Evaluation at the Federal University of Juiz de Fora (CAEd / UFJF). The management case studied contextualized Knowledge Management (KM) in the payment sector of a Regional Teaching Superintendence of the Minas Gerais State Department of Education. The general objective of this study was, therefore, to propose the structuring of a Knowledge Management system suited to the needs of the payment sector of a Regional Teaching Superintendence of the State of Minas Gerais. The assumption that supported the research was the lack of specific training for new employees in the sector, and continuous training for taxers in general, which was confirmed through data analysis. The methodology used was qualitative, based on a bibliographic survey; documentary research, through the analysis of minutes of meetings of the sector under study; and field research, with taxpayers chosen in different periods being interviewed, which allowed us to have a view of the most novice, intermediate and most experienced in the sector. Based on the data obtained, the research findings signaled the following needs: better sharing of service information; improvement in the organization of the work routine; standardization of service procedures at the local and Central Body level; instruments for preserving the memory of services in the sector; more targeted training for newbies and ongoing training for taxers. Through the diagnosis, the QFD (Quality Function Deployment) and Critical Success Factors (FCS) methodology was used to think about how to solve or minimize the problems identified with the implementation of KM measures, thus structuring an Educational Action Plan (PAE), using the 5W2H method. This included targeted actions that enabled a better circulation of knowledge and access to information, individual and group professional development of taxators and the importance of preserving knowledge in the sector that ends up being lost with the departure of older servers. In addition, this researcher developed a KM model appropriate to the reality of SRE taxers analyzed based on other existing and recognized models on the subject.