Gestão do conhecimento no processo de capacitação dos atendentes do suporte técnico da Fundação Centro de Políticas Públicas e Avaliação da Educação

Abstract

This dissertation is the result of research developed within the scope of the Professional Master's in Management and Evaluation of Education, from the Fundação Centro de Políticas Públicas e Avaliação da Educação (CAEd). The management case studied discussed the training of CAEd's technical support staff. A question related to the research, defined for this study, was: how can the training process of the support team participants be structured in the best way to serve the users of the systems and projects developed by the CAEd? Thus, the general objective defined was to analyze the training process of the participants of the CAEd technical support team with a focus on knowledge management. The specified objectives were: i) to describe the training process for candidates for technical support from CAEd; ii) to analyze how inadequate identified in the qualification process of the employees of the technical support of the CAEd and that these inadequacies interfere in the service to be developed; and iii) propose an action plan that aims to fill as inadequacies in the training process. We assume as a hypothesis of occurrence of situations - related to service users - in which employees do not use the assistant or the user to solve problems that were caused by a failure in the training process. To analyze the problem in question, use it as a method or case study with a qualitative approach and how to manage knowledge as a theoretical basis. A questionnaire applied to the support staff was used as a research instrument. In addition, an analysis was made of the assistance provided by support in 2018. We concluded that the training offered by CAEd technical support to the attendants, in addition to being inconsistent, was not linked to the development of people, remaining based on a traditional approach, without the planning suggested by the authors studied during this research. Therefore, we confirm our initial hypothesis. In order to seek to promote a significant improvement in the training offered by CAEd technical support to attendants I and II, The Educational Action Plan (PAE) elaborated presents the design of a training program based on the one proposed by Chiavenato (2010), which it involves identifying the needs to carry out the training until the evaluation of its results, including the definition of the strategy that will be used to carry out the training, as well as the way it will be conducted and / or implemented.