Knowledge management for improving business processes: an analysis of the transport management process for indivisible exceptional cargo

Pesquisa Operacional

André Cristiano Silva Melo²  Maria Aparecida Cavalcanti Netto¹  Virgílio José Martins Ferreira Filho²  Elton Fernandes² 

[1] ,Universidade Federal do Rio de Janeiro Programa de Engenharia de Produção COPPE

关键词: knowledge management;    business process management;    indivisible exceptional cargoes;    electric sector;    gestão do conhecimento;    gerência dos processos de negócio;    cargas excepcionais indivisíveis;    setor elétrico;   

DOI  :  10.1590/S0101-74382010000200004

来源: SciELO

【 摘 要 】

This paper presents an organizational analysis methodology aimed at knowledge capitalization with a view to improving business processes. Based on a real problem in a large electric sector firm, this methodology is applied to managing the transport of indivisible exceptional cargo (IEC). In the firm in question, intellectual capital is a critical asset for service performance and is fundamental for achieving business excellence. Applied to the firm's transport management process, the approach proved appropriate to IEC transport-related organizational goals. A review highlights definitions and structures for improving business processes proposed previously in the literature. The results of applying the methodology are discussed at the end of the paper.

【 授权许可】

CC BY   
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