Análise da gestão do conhecimento no setor de monitoramento de uma empresa de soluções logísticas.

Abstract

This study presents an analysis of Knowledge Management (KM) applied to the monitoring sector of a logistics solutions company, with the objective of developing a theoretical study of knowledge management specifically applied to this sector. To achieve this objective, a mixed-methods research approach was adopted, based on documentary and bibliographic analysis, complemented by a systematic literature review on the application of KM in the logistics field. The systematic review resulted in the selection of eight articles that addressed knowledge management in logistics from different perspectives: structured models organized in stages (three articles), applications focused on the knowledge-sharing phase (two articles), knowledge-based organizational vision, cost learning, and the concept of knowledge cities (one article each). The analysis of KM practices in the studied sector was conducted through direct observation and the analysis of internal documents, and the results revealed the absence of formal knowledge management mechanisms and the predominance of informal practices based on the individual experience of employees. Furthermore, the comparison between quantitative data (punctuality indexes) and qualitative data (delay justifications) revealed inconsistencies among the company’s databases, indicating deficiencies in the organization, standardization, and storage of information. Based on these findings, a knowledge management model was developed, grounded in Stollenwerk’s (2001) framework, in which each stage was associated with specific tools designed to support knowledge creation, sharing, and retention, thus promoting a more effective knowledge management process within the monitoring sector.