A conversão do conhecimento no contexto de home office: um estudo de caso de uma empresa de consultoria para o varejo

Abstract

This research aimed to analyze knowledge management in the context of an institution operating under a home office model, a work arrangement that is increasingly prominent, especially after the coronavirus pandemic. To this end, a qualitative and descriptive research method was chosen, employing a case study conducted with a retail consulting firm. Data collection was carried out using a semi-structured questionnaire with questions focused on the SECI model (Socialization, Externalization, Combination, Internalization) by Nonaka and Takeuchi (2008), and the respondents' perspectives on remote work. Five interviews were conducted with the organization's employees, allowing the conclusions that: a) without a team or sector specifically responsible for knowledge management, the company has practices from all four dimensions of the SECI model; b) in socialization, tools such as Discord, Slack, and Google Sheets assist in communication, and "drops" (formal and informal meetings) are important opportunities for exchange among employees; c) In externalization, employees record learnings, update criteria, and systematize processes; d) In combination, the Google Drive tool is highlighted as the main means of storing explanatory materials from the company, with the concern of ensuring they are accessible, organized, and up-to-date; e) In internalization, there is gradual learning based on experience, in addition to courses and a free environment to learn from mistakes, with home office having points that help and hinder the transfer of this knowledge from explicit to tacit. The research contributed to future managers' possible practices and strategies that are used to operate the SECI model in a home office context, in addition to enriching the debate about this type of work.