Modelagem de processos como auxílio da gestão do conhecimento: uma aplicação em uma universidade pública

Abstract

Management focused on results, performance and clients has been increasingly adopted by the public administration. Public Institutions of Higher Education, in their functions of teaching, research, and extension, serving society, are in this context of search for excellence, improving their academic and administrative processes. This paper aims to propose the modeling of business processes through the Business Process Modeling and Notation, aiming to represent the current scenario of one of the Universidade Estadual do Norte Fluminense processes of the Purchasing macro-process, combined with the application of the Socialization, Externalization, Combination and Internalization model, to facilitate the Organizational Knowledge Management. A methodology classified as Design Science Research was proposed, which considered the selection of 31 related works and the development of an artifact, which was applied to the university's Purchasing Management. The types of knowledge were identified based on the mapped activities and their interactions. The developed artifact applied to Organizational Knowledge Management can be a valuable instrument to reach the efficiency of the services provided by Public Institutions in general.