Proposta de um guia para orientação da gestão do conhecimento na Divisão de Controle Acadêmico da Universidade Federal de Sergipe

Abstract

This research analyzes Knowledge Management in an administrative sector of a public university, emphasizing the preservation and circulation of tacit knowledge that sustains the continuity of institutional routines. Considering that dependence on individual and unrecorded knowledge weakens organizational memory and undermines service efficiency, the study aims to develop a technical guide for Knowledge Management in the Academic Control Division (DICAC) of the Federal University of Sergipe (UFS). The investigation adopts a qualitative, applied, and intervention-oriented approach inspired by action research and employs bibliographic and documentary research, participant observation, and a diagnostic questionnaire applied to DICAC staff. Data were analyzed through thematic analysis, allowing the identification of categories related to knowledge access, sharing, and management barriers. The results indicate that the sector’s activities rely heavily on tacit knowledge transmitted informally, which creates vulnerabilities in cases of staff absences, turnover, and the implementation of the Management and Performance Program (PGD), which has deepened inequalities in access to information. The SWOT analysis revealed strengths associated with the accumulated experience of staff members, weaknesses related to the lack of standardization and information centralization, and threats arising from the retirement of experienced technicians. Consequently, a guide structured in practical steps was developed to support the documentation of critical procedures and foster a culture of knowledge systematization. It is concluded that the guide helps reduce dependence on individual knowledge, ensures administrative continuity, and enhances institutional efficiency, representing a replicable initiative for other university sectors.