Gestão do conhecimento em uma empresa de aviação civil: um estudo descritivo

Abstract

The case study deals with a research carried out in a Brazilian civil aviation company, in order to analyze how knowledge management occurred within that company, and what its strategic relevance is, situating the role of technology and its internal actors in this process. In order to do that, the method – which followed a predominantly descriptive qualitative approach – held participant observation (in a retrospective reflexive fashion), semi-structured interviews, and documentary material, on which a thematic content analysis was applied. The analysis focused on the role of the actors involved in the knowledge management process, among them the performance of the company's corporate university, and its developments through the distance education and the publications sector, as well as the role of multipliers, managers, legislation and audits in this process. The description of each of these elements emphasized the strategic importance of its performance, which technologies were used, and their role in the creation and dissemination of knowledge. Results indicated that the centrality in the use of intellectual elements, and the strategic importance of this use in their management and generation of results, is what has differentiated the company Alfa from the concurrence, in the time period adopted for the study.