A gestão do conhecimento nos setores de pagamento das Superintendências Regionais de Ensino de Minas Gerais: desafios e perspectivas

Abstract

The present study, developed within the scope of the Professional Master in Management and Evaluation of Public Education (PPGP) of the Center for Public Policies and Education Evaluation of the Federal University of Juiz de Fora (CAEd / UFJF), analyzed how knowledge management occurs ) in the payment sectors of the 47 Regional Superintendences of Education (SRE's) of the State Secretariat of Education of Minas Gerais, where the research was carried out. For this purpose, it was defined as a general objective to identify the knowledge management problems experienced by the SRE's payment coordinators in the exercise of their functions in 2016, seeking to find possibilities for intervention. In this way, the research discussed how the CG, in the payment sectors of the SREs, could potentiate the construction of a knowledge protection policy in order to contribute to the preservation of the institutional memory in the sector, using mainly the theory developed by Nonaka and Takeuchi (1997). The methodology adopted was the case study with a qualitative approach. As instruments, questionnaires were applied to the payment and interview coordinators for payment system managers. Through the collected data, problems were detected that revealed the lack of: (I) standardization of information, (II) manual of procedures, (III) registration of knowledge produced in the payment sector. It was also detected the need for protection of knowledge to avoid the loss of institutional memory with the exit of more experienced servers, either by disconnection or retirement. Having as a parameter the diagnosis made, an Educational Action Plan was developed that, starting from the strategic planning aligning with the knowledge management, seeks to realize a change in the organizational culture, modifying the way of managing the knowledge no longer with the predominance of the orality and informality, but with systematized records that enable the organization not to lose its corporate memory in the future and ensure that new servers can appropriate this tacit knowledge registered by its predecessors, thus enhancing the combination and internalization that act in the operational-systemic knowledge, and which were shown to be more fragile in the research organization.