Gestão do conhecimento: proposta de ferramenta metodológica para externalização de conhecimento em áreas de controle do Banese

Abstract

Objective: This study analyzed experts' perceptions regarding knowledge externalization in the operational practices of the Account Control and Commercial Credit departments at Banese (State Bank of Sergipe), evaluating, through the Delphi Method, the adequacy of a Standard Operating Procedure Manual (SOP Manual) as a methodological tool for converting tacit knowledge into explicit knowledge. The research is anchored in the Public Institutions and Organizational Management Research Line of the PROFIAP Program, focusing on knowledge management strategies in public institutions. Methodology: The research adopted a mixedmethods approach (qualitative-quantitative) of an exploratory-descriptive nature, operationalized through a Case Study. Data collection was based on the Delphi Method conducted in two rounds with a panel of 11 experts, and data analysis combined Bardin's Content Analysis for textual data and descriptive statistics for consensus measurement. The technical/technological product (PTT) consisted of a Methodological Manual for the Elaboration and Management of Standard Operating Procedures. Main Results: Empirical results encompassed the survey of experts' perceptions regarding aspects associated with the four knowledge conversion modes present in operational activities, as well as specific organizational conditions influencing this process. Furthermore, in the propositional scope, it evaluated the content adequacy and perceived applicability of the SOP Manual through consultation with the expert panel via the Delphi Method. Relevance and Originality: The research addressed knowledge management applied to a state public bank undergoing workforce renewal. The use of the Delphi Method contributed to the content validation and perceived technical legitimacy of the SOP Manual. Theoretical, Methodological, and Management Contributions: Theoretically, the study deepened the application of the Knowledge Spiral model. Methodologically, it provided a case study protocol and a model of analytical categories to investigate the complex dynamics of knowledge in public institutions. For Management, it provided a standardized methodological model to support routine formalization and the preservation of organizational memory, with the evaluation of its effectiveness conditional upon practical implementation and monitoring through operational indicators. Social/Societal Contributions: The research contributed to society by strengthening the organizational memory and institutional resilience of a public bank. By proposing enhancements to the efficiency and effectiveness of Banese's management, the study indirectly supported the institution's capacity to better serve public interests, meeting the social and economic demands of its operating region.