Um framework para implementação da gestão do conhecimento em instituições bancárias públicas no Brasil

Abstract

Knowledge has become a relevant asset in the market. The interest is largely due to its notorious ability to generate innovation and competitive advantage. Because of this, Knowledge Management (KM) is shown as a necessary approach so that service companies can differentiate themselves from customers, whether with the intention of expanding or maintaining the market share already conquered. In view of the recent economic crisis that unbalanced the results matrix and the technological advances that opened the sector to new entrants, the banking segment has been looking for ways to reinvent itself in the face of a scenario with accelerated changes, reduced margins, increased default and loss of prestige with customers. The scarce research on the KM theme that contemplates the banking sector and the recurring allegations of lack of applicability of the implementation models proposed in the literature, are supported by decreasing rates of the participation of managers in KM research. The Framework for Implementing Knowledge Management in Financial Institutions (FIKMFI) was developed with 60 factors from the analysis and criticism of the 10 existing structures in the literature and the KM practices adopted in financial institutions based on empirical research with a qualitative and exploratory approach. In addition to contributing with new variables and structures to compose academic research models, such as business schools and language adequacy, FIKMFI innovates in suggesting performance measures applicable to different levels of KM implementation maturity. Professionals working at KM or at Corporate Universities, within banks, can find guidance to plan or improve the process of implementing KM in their institutions, a project that can be facilitated by the flowchart presented in management contributions. The fact that the study was carried out in the banking context allowed for reflection on critical and specific elements of the sector, increasing the degree of assertiveness of the related solutions.