THE KNOWLEDGE MANAGEMENT IN THE INSURANCE INDUSTRY

THE WIIG’S CYCLE APPLIED AT THE BUSINESS PROCESS OF AN INSURANCE BROKER ENTERPRISE

Authors

  • Amanda Carolina Teixeira Cesumar University - Unicesumar
  • Nelson Tenório Cesumar Institute of Science, Technology, and Innovation https://orcid.org/0000-0002-7339-013X (unauthenticated)
  • Rejane Sartori Cesumar Institute of Science, Technology, and Innovation
  • Waldirene de Cássia Dantas Cesumar University - Unicesumar

DOI:

https://doi.org/10.22478/ufpb.2236-417X.2021v11n1.57566

Abstract

Knowledge Management adoption is strategic for companies who want to be competitive. Specifically, KM processes help to understand how knowledge flows in organizations. In insurance broker enterprises, the business process concentrates the vast majority of these companies’ knowledge. For that matter, this study aims to identify a KM cycle in the business process of an insurance broker company and analyze the correspondingly businesses’ tasks in each process of the cycle. To achieve this goal, a case study was carried out in an enterprise located in Maringá, State of Paraná, Brazil. The research is an exploratory research with descriptive analysis, which used observations, surveys and an interview. The results show how tasks related to the business process are connected to each of Wiig’s KM Cycle process, namely build, hold, pool and apply knowledge. Building knowledge refers to personal experiences and the process of “learn by doing”, which belongs to insurance broker’s qualification action. For this reason, these companies are not used to register in manuals of procedures to guide brokers’ work. As a result, knowledge is not retained in the corporate memory. Despite of this, knowledge pooling occurs, but spontaneously. Thus, lessons learned from these events are not stored in a knowledge base. Last but not least, knowledge is applied when individuals consult individual or collective memory to carry out tasks or negotiations with clients.  Hence, this work stresses the need to retain and disseminate the tacit knowledge in the organization studied, aiming at more operational efficiency and economic benefits.

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Author Biographies

  • Amanda Carolina Teixeira, Cesumar University - Unicesumar

    Law degree from the State University of Maringá. Graduated in Economic Sciences from the State University of Maringá. He participated in scientific initiation projects as a fellow at Fundação Araucária and CNPq and carried out a project on Sharing Economy for Sicoob Metropolitano in, as a fellow at the Innovation Center of Maringá. Master student in Knowledge Management in Organizations by Unicesumar.

  • Nelson Tenório, Cesumar Institute of Science, Technology, and Innovation

    PhD in Computer Science from the Pontifical Catholic University of Rio Grande do Sul with a postdoctoral degree from IT University in Copenhagen, Denmark. Visiting researcher at the University of Copenhagen, Denmark, with post-doctorate at the same institution. Visiting researcher at the Universidad Tecnológica de Troyes, France. Master in Computer Science from the Federal University of Santa Catarina. Bachelor in Information Systems and Technologist in Data Processing at Unicesumar. He coordinated and implemented several undergraduate and graduate courses at Unicesumar. Ad hoc reviewer of journals. He is a permanent professor in the Graduate Program in Knowledge Management in Organizations at UniCesumar and a researcher at ICETI - Instituto Cesumar de Ciência, Tecnologia e Inovação.

  • Rejane Sartori, Cesumar Institute of Science, Technology, and Innovation

    Graduated in Economic Sciences from the State University of Maringá, master's degree in Production Engineering from the Federal University of Santa Catarina (UFSC) and a doctorate in Engineering and Knowledge Management also from UFSC. She is currently Advisor to the Rectory of the State University of Maringá (UEM) in the role of Information Agent, professor at PROFNIT (Professional Master in National Network on Intellectual Property and Technology Transfer for Innovation) at the UEM Focal Point and professor at the Post-Graduate Program Stricto Sensu Graduation in Knowledge Management at UniCesumar. Practice areas: Knowledge Management, Science and Technology Management, Innovation Management, Intellectual Property Management, Public Governance.

  • Waldirene de Cássia Dantas, Cesumar University - Unicesumar

    Graduated in Social Communication at the University of Mogi das Cruzes. She is currently an assistant professor at Faculdade Cidade Verde. She has experience in the Administration area, with an emphasis on Quality, Safety and Occupational Health and Environment Management. Knowledge in the application and monitoring of quality management system, occupational safety and health and environment and processes that involve this structure. Responsible for controlling corrective, preventive and non-conformity actions required by management systems, as well as applying necessary laws and regulatory standards according to the organization's segment, using quality tools in the investigation of causes: affinity diagram, 5W2H, graph Pareto, Ishikawa diagram, PDCA. Responsible for standardization and control of documents: manual, procedures, forms, flowcharts and area indicators, working on approval, adequacy, identification of versions, legitimacy and distribution with teams and areas, as well as training / integration program. Responsible for assembling and presenting critical analysis to senior management. Experience in attending and monitoring customer complaints, having responded significantly to their wishes, through reports and formalized negotiations with the teams involved. Monitoring and planning of internal audits, customers and certifying bodies with formalization of non-conformity responses detected, when necessary.

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Published

2021-05-03

Issue

v. 11, n. 1 (2021)

Section

Relatos de Pesquisa | Research Articles

License

Autores que publicam nesta revista concordam com os seguintes termos: Os Autores mantêm os direitos autorais e concedem à Perspectivas em Gestão & Conhecimento o direito de publicação simultaneamente disponibilizada de acordo com uma Licença Creative Commons, permitindo o compartilhamento sem fins lucrativos de sua obra pelo seu uso/citação de modo referenciado (com reconhecimento da autoria e publicação nesta revista).

How to Cite

Carolina Teixeira, A., Tenório, N., Sartori, R., & de Cássia Dantas, W. (2021). THE KNOWLEDGE MANAGEMENT IN THE INSURANCE INDUSTRY: THE WIIG’S CYCLE APPLIED AT THE BUSINESS PROCESS OF AN INSURANCE BROKER ENTERPRISE. Perspectivas Em Gestão & Conhecimento, 11(1), 24-44. https://doi.org/10.22478/ufpb.2236-417X.2021v11n1.57566