Nos travaux de recherche se proposent d’apporter de nouveaux éléments conceptuels dans la littérature du « leadership » des CdP. L’existence, la position et le rôle de « leader » seront mis en perspective par rapport aux théories existantes sur le « leadership » dans d’autres domaines (science de l’éducation notamment) et le concept de communautés de pratique. Nous proposons donc le concept de “leadership distribué” et évaluons différentes approches, notamment les routines organisationnelles susceptibles de répondre à notre question de recherche. Enfin nous discutons des implications du “leadership distribué” au travers d’une étude empirique. En conclusion, l’application du modèle de leadership distribué que nous avons proposé (et en considérant ses multiples facteurs), a mis en lumière l’importante influence des routines dans la pratique quotidienne des apprentissages en tant que levier principal dans la distribution du leadership. / This research claims that the current, literature of “Communities of Practice” is deficient concerning its key feature: leadership. We seek to expand the focus by underlining the key elements that influence the leadership practice in CoPs, and recommending a promising path for further investigation, which involves the “distributed leadership” theory. Drawing from an extended literature review on the subject of leadership in CoPs, the study proposes that predominant descriptive and conceptual perceptions of the topic should be supplemented by more field observation studies – evidence-based research - to support and validate the theoretical literature. During past three decades, several scholars have extensively studied this concept (CoPs) in a variety of disciplines. However, there have been very few studies of the influence of routines in these communities. The aim of this study is to analyze the notion of routines in CoPs, in light of the literature on distributed leadership theory. We focused on one particular feature of distributed form of leadership – the routines – and applied this element on the knowledge-based learning environment: the CoPs.

As mudanças no modo pelo qual entendemos a ciência, o trabalho e a própria vida em sociedade têm acentuado a velocidade da informação e a necessidade de conhecimento em nossa época. Surge, nesse contexto, um modelo gerencial que se propõe a administrar o conhecimento organizacional por meio dos processos de identificação, criação, armazenamento, compartilhamento e utilização do conhecimento: a gestão do conhecimento (GC). O objetivo deste trabalho foi, a partir da abordagem da gestão do conhecimento, realizar estudo sobre o conhecimento organizacional do Observatório Astronômico (OA) da UFRGS conduzindo a um projeto para implantar um programa de gestão do conhecimento organizacional para a administração pública no OA. O órgão estudado faz parte da Universidade Federal do Rio Grande do Sul (UFRGS), que é uma das Instituições Federais de Ensino Superior (IFES) do sistema federal de ensino superior. A metodologia utilizada foi o estudo de caso único com a utilização de entrevista semiestruturada, questionário e análise documental. Para análise dos dados, foi utilizada a análise de conteúdo. A análise do conhecimento organizacional do Observatório Astronômico da UFRGS, por meio do estudo de caso, indicou dados importantes para a gestão do órgão e com relevância para a comunidade acadêmica interna e externa à UFRGS. Os resultados do estudo acrescentam novos conhecimentos sobre o órgão investigado e indicam necessidade de melhorias nos processos do órgão, especialmente com relação à divulgação das atividades. Este estudo também apresentou a gestão do conhecimento como instrumento de gestão indicado ao Observatório Astronômico da UFRGS. As práticas de GC descritas por Batista e Quandt (2015) foram apresentadas como alternativa para se aumentar a eficiência de Instituições Federais de Ensino Superior. Como resultado final deste trabalho, o Projeto de Gestão do Conhecimento Organizacional do OA apresenta práticas de GC sugeridas ao Observatório Astronômico com base no referencial teórico, na análise dos dados empíricos da pesquisa e no olhar deste pesquisador, que é membro da equipe do órgão. / Changes in the way we understand science, work and life itself in society have accentuated the speed of information and the need for knowledge in our time. In this context, a managerial model is proposed that aims to manage organizational knowledge through the processes of identification, creation, storage, sharing and use of knowledge: knowledge management (KM). The objective of this work was, based on the knowledge management approach, to carry out a study about the organizational knowledge of the UFRGS Astronomical Observatory (AO) leading to a project to implement an organizational knowledge management program for public administration in AO. The body studied is part of the Federal University of Rio Grande do Sul (UFRGS), which is one of the Federal Institutions of Higher Education (IFES) of the federal system of higher education. The methodology used was the single case study with the use of semi-structured interview, questionnaire and documentary analysis. For analysis of the data, the content analysis was used. The analysis of the organizational knowledge on UFRGS Astronomical Observatory, through the case study, indicated important data for the management of the body,with relevance to the academic community internal and external to the UFRGS. The results of the study add new knowledge about the body investigated and indicate the need for improvements in the body processes, especially in relation to the dissemination of activities. This study also presents knowledge management as a management tool indicated to the UFRGS Astronomical Observatory. The KM practices described by Batista and Quandt (2015) were presented as an alternative to increase the efficiency of Federal Institutions of Higher Education. As a final result of this work, the Project of Organizational Knowledge Management on AO presents KM practices suggested to the Astronomical Observatory based on the theoretical reference, the analysis of the empirical data of the research and the look of this researcher, who is a member of the team of the body studied.

O conhecimento tem se tornado um dos recursos estratégicos mais importantes no atual ambiente competitivo das empresas, fonte de vantagem competitiva sustentável. Devido a sua importância no sucesso organizacional, geri-lo adequadamente é uma das principais preocupações dos executivos. Com esse fim foram desenvolvidos modelos e metodologias para implantar a gestão do conhecimento nas companhias, trabalhos que apresentam limitações e levam às organizações a intentos falhos ou abordagens parciais do tema, limitações como a excessiva orientação sobre as tecnologias de informação, a falta de alinhamento com as estratégias da organização, a insuficiente atenção sobre os fatores humanos e culturais, o desenvolvimento de modelos sem base metodológica, e principalmente, a abordagem dividida da implantação da gestão do conhecimento. Fundamentado em uma exaustiva análise e reflexão dessas limitações, este trabalho tem como objetivo o desenvolvimento de um modelo integrado para a implantação e desenvolvimento da gestão do conhecimento, utilizando a metodologia de modelagem Enterprise Knowledge Development (EKD). Para a consecução do objetivo foi desenvolvida uma pesquisa bibliográfica, gerando a primeira versão do modelo, posteriormente este foi validado com especialistas em modelagem organizacional e gestão do conhecimento, obtendo-se da análise dessas apreciações uma versão aprimorada. O trabalho tem como resultado a confrontação e relação dos pareceres dos especialistas com a construção teórica, tendo como base o modelo proposto. O modelo proposto poderá orientar às organizações na prática da gestão do conhecimento e servir de referência para sua melhor compreensão. / Knowledge has become one of the most important strategic resource in the current competitive business environment, a source of sustainable competitive advantage. Due to its importance in organizational success, managing it properly is a major concern of executives. To this goal models and methodologies have been developed to implement knowledge management in companies, researches that have limitations and lead organizations to failed attempts or partial approaches, limitations as the excessive orientation on the information technologies, the lack of alignment with organizational strategy, insufficient attention on human and cultural factors, the development of models without methodological basis, and mainly, an divided approach of the implementation of knowledge management. Based on a thorough analysis and reflection of these limitations, this study aims to develop an integrated model for the implementation and development of practices of knowledge management, using the Enterprise Knowledge Management (EKD) modeling methodology. To achieve the goal it was be developed a literature search, generating the first version of the model, after that it was be validated with experts in organizational modeling and knowledge management, resulting of the analysis of these appreciations an improved version. The work has resulted in the confrontation and relation of opinions of experts with the theoretical construct, based on the model. The model proposed can guide organizations in this practice and serve as a reference for its better understanding.

Orientador: Oswaldo Luiz Agostinho / Dissertação (mestrado) - Universidade Estadual de Campinas, Faculdade de Engenharia Mecânica / Made available in DSpace on 2018-08-17T03:20:38Z (GMT). No. of bitstreams: 1 Jacintho_JoseCarlos_M.pdf: 2052234 bytes, checksum: f9bdac489a1039ed54222809c6587fb7 (MD5) Previous issue date: 2010 / Resumo: Este trabalho tem por objetivo desenvolver uma proposta de modelo para análise dos fatores que indicam o posicionamento competitivo de uma organização e que impactam a competitividade das organizações. Para efeito dessa tese, esses fatores são denominados críticos de competitividade e trabalhados por meio dos processos de desenvolvimento do conhecimento, da condução do processo de inovação e da sustentabilidade, visando à competitividade das organizações. Assim, será proposto um modo de agregar valor às diversas organizações, para que estas possam encontrar um denominador comum do ponto de vista da sustentabilidade tecnológica, inicialmente local e depois global. Trata-se de um trabalho que contempla as diversas etapas do processo de desenvolvimento do conhecimento, da inovação tecnológica e da sustentabilidade para a competitividade, sendo de importância capital a integração de todos os fatores críticos de competitividade. Por um lado, mostra como os vários canais se articulam como um todo sólido, capaz de alavancar a organização para um crescimento e desenvolvimento de negócios auto-sustentáveis. O modelo foi desenvolvido e depois confrontado com o mercado, por meio de uma pesquisa survey, tendo como referência o cenário interno às organizações. O modelo se propõe a articular uma correlação entre os fatores críticos de competitividade e a competitividade, no cenário interno à organização / Abstract: The goal in this work is to develop a model proposal to analyze the factors which indicate the competitive positioning of an organization and which impact the competitiveness of organizations. In the purposes of this thesis, these factors are known as competitiveness critical and they are worked through the processes of knowledge development and the conduction of sustainability and innovation process, in a way to aim at the competitiveness of organizations. Thus, we will suggest a way to add value to several organizations, so that they can find a common denominator in terms of technology sustainability, local in the beginning and global afterwards. This is a work which includes the various stages of knowledge development process, technology innovation and sustainability for competitiveness, in a way that the integration of all the critical factors of competitiveness assumes paramount importance. One of the aspects of this work is to show how the multiple channels are constituted as a solid structure able to leverage the organization for growth and self-sustaining business development. The model has been developed and then confronted with the market through a survey research, maintaining as reference the indoor scenario of an organization. The model aims to articulate a correlation between the critical factors of competitiveness and competitiveness in the indoor scenario of an organization / Mestrado / Materiais e Processos de Fabricação / Doutor em Engenharia Mecânica

Knowledge management (KM) has become a vital part of the successful development of private and governmental organizations. KM is processed tools and behaviors that participate in the formulation and performance of the beneficiaries of the organization, acquisition, storage and distribution of knowledge. This is to reflect on the business processes and to gain access to best practices with a view to long-term competition and adaptation. In this context, the personal understanding of KM is a key factor in successful employments of KM activities. In this thesis, the level of understanding of knowledge management and the extent of its usage in the university library by librarians was investigated. A comparison study was established between libraries in developed and developing countries. Interviews and observations were performed and the results were analyzed. The results indicate the concept of KM is hardly known, however it is employed to different extent between these counties, the developed countries were by far more successful in utilizing current technology to advance their service and personal expertise with few challenges. Lack of communication, knowledge sharing, and the shortage in the budget was essential in limiting the usage of KM in developing counties. The knowledge derived from this thesis advances an understanding of the importance of KM in library performance, thus presenting the basis for improving libraries in developing countries and advancing libraries in developed countries.

Knowledge Management and Customer Care are regarded to be able to strengthen the competitive capability of a company. Knowledge Management is supposed to increase the innovative power for problem solving whereas Customer Relationship Management is supposed to increase the customer satisfaction and thereby the customer loyalty. This case study followed a mixed approach to combine aspects from the Knowledge Management and the Customer Relationship Management. Matter of this study was a small-size organization that had a demand for a ticket system for the 2nd and 3rd level support as part of their customer service. Because of an increasing volume of incoming requests, it was necessary to change the system from e-mail clients to a ticket system. Additionally, the company wanted to assure that all agents are able to process all types of requests in order to keep up good service quality even if the experts are not available. For this reason, the concept of this study was not only to introduce a ticket system, but also to implement a Knowledge Base storing the knowledge how to solve the requests in shape of sample solutions. The aim of the study was to find out whether such an approach would be possible, what the success influencing factors would be and what effect such an approach would have on the overall Knowledge Management practices. For this purpose the study made use of qualitative research methods, like interviews and observations, throughout the whole project’s duration. As a result, the project was not able to deliver the desired insights completely. The introduction of the pure ticket system was very successful as the employees reported an improvement of their working processes. The Knowledge Base however was not used during the observation period at all. As a standard risk for projects, late hardware delivery, turned into a problem and used up the planed buffers, the remaining time for observation, whether the Knowledge Base would be used or not, was too short. Therefore, it is necessary to do a follow-up study and assess whether the effect only is late or there is no effect. It might even be necessary to prove the approach in another environment, as the studied company very much relies on the personalization approach for Knowledge Management. Because of the well developed communication culture at the studied company, the employees prefer direct communication for knowledge sharing and knowledge transfer. That inhibits knowledge codification as a Knowledge Management approach. This itself, of course is a valuable insight.

The help desk serves as the first support level for solving IT problems but sometimes they have their own problems. These problems can be linked to the lack of access to the right knowledge which could be solved by implementing knowledge management so that agents have all the knowledge they need available to them when they need it. There is statistical data available to confirm that, by implementing this knowledge management-centric approach, there is a significant improvement in throughput and reduced times spent on calls. Yet there seems to be that there is no research available to show us the cultural, process, resource and responsibility impact of knowledge management in this environment. This is the focus of this project and by creating a special knowledge management system prototype, for a working help desk, these aspects are analyzed. The results show a minimal culture barrier, more structured processes, better access to resources and increased responsibilities.

Den ökade användningen av kunskap inom organisationer har utvecklat teorin inom Knowledge Management (KM). KM-processer utvecklas för större organisationer vilket skapar problem när dessa ska tillämpas inom SME (Small och medium Enterprises), som karaktäriseras av en brist på resurser och standardisering. Ytterligare problem uppstår inom konsultorganisationer när arbetet mot kunder prioriteras före arbete som bidrar till organisationsutveckling. Vår studie fokuserar därmed på konsult-SMEer och de utmaningar som dessa ställs inför inom KM. Abstrakt Genom en litteraturstudie identifierades tre problemområden när det gäller KM- processer inom dessa organisationer; kodifikation, organisatorisk struktur och skapande av kunskapsvänlig kultur. Inom varje problemområde finns det även ett antal utmaningar som organisationerna ställs inför. Dessa utmaningar studerades empiriskt hos två olika konsult-SMEer som arbetade inom IT. Den empiriska undersökningen bidrog med nya utmaningar som inte identifierades i litteraturen, dessa presenteras i diskussionen. I slutsatse / The increased use of knowledge within organizations has contributed to the development of Knowledge Management (KM). The processes of KM are developed for larger organizations. This creates problems when they are directly applied on a SME (Small and Medium Enterprises), which is characterized by a lack of resources and standardization. Additional problems arise within consulting organizations when work towards the customer is prioritized above organizational-development. This study focuses on consulting SMEs and the issues that arise through their KM- development. Abstract Through a literature-review we identified three problematic areas for KM-processes within consulting SMEs. The areas are codification, organizational structure and creation of a knowledge-friendly environment. Within each problematic area there were additional challenges that later was studied empirically. This study was done at two consulting-SMEs, both working within the field of IT. The empirical study contributed with new challenges that will be presented during the discussion

The thesis describes a programme of research work to develop and apply knowledge mapping and knowledge management techniques to effectively assess and enhance sustainability within urban redevelopment projects. The research programme was initiated in collaboration with Dundee City Council to support sustainable development in a major programme of urban redevelopment. There is limited evidence that the body of knowledge arising from research in sustainable urban development is being holistically integrated within real life decision making practices to operationalise sustainability. Sustainability assessment has the potential to influence decision making and consequently by improving sustainability assessment practice project decision making should be enhanced. In addition, closer integration between assessment and decision making may not only lead to improve decisions, but also to the improved learning of those involved. This can be greatly facilitated by knowledge management, which can be used to understand and then facilitate greater learning amongst stakeholders. A theoretical framework for the assessment, monitoring and enhancement of sustainability was developed and applied in two parts to a case study, a monitoring component and an enhancement component. As a result of the case study a sustainability assessment and monitoring framework was successfully established for Dundee Waterfront in line with the assessment component of the theoretical framework. The indicators are now used by Dundee City Council at project and departmental level, providing the link across policies, programmes and projects. The key challenge addressed in developing the benchmark indicators was establishing robust governance for the monitoring framework. An enhancement framework was successfully established for Dundee Waterfront in line with the enhancement component of the theoretical framework. Decision mapping and knowledge elicitation techniques were successfully developed and applied to the case study to identify, key points in decision process, the information decision makers' need and which knowledge objects are being used in decision making. It is concluded that the knowledge elicitation and mapping approaches applied were effective at identifying both existing processes and knowledge objects used in infrastructure provision. This allowed a Knowledge Map for Sustainability to be developed to identify what information is currently used to influence sustainability and identify future opportunities to enhance practise. The map was effective in capturing the role of each stage in the process towards translating the sustainability vision as proved by user verification. The Map showed for the first time the aspects of sustainability in infrastructure provision and can be used to systematically operationalise sustainable development. However, the use of the map to embed sustainability into learning process could not be verified by practise in the currency of the thesis. A limitation of the case study application is that the integrated sustainability assessment and enhancement framework has been applied in a Scottish local authority context, to an organisation with a Quality Management System and outcome based indicators. These factors have been identified as contributing factors to the success of the sustainability assessment and enhancement framework as applied in the case study. This has the potential to limit the exportability of any findings. However, whilst considering the monitoring component it is recognised that similar outcome based indicators may exist at other local authorities and private organisations. In addition, the knowledge elicitation and mapping technique is an adaptive framework and as such is designed to respond to other organisation structures. Therefore by its nature it should be exportable to other applications. However three main questions remain to be addressed prior to the research question being answered in full. Firstly, uncertainty related to governance and long term use of the framework. Secondly, testing how the Knowledge Map for Sustainability is used in practice and thirdly the exportability of findings from the case study. It is recommended that these limitations be addressed in future work.

This study adopts the theory of planned behavior to understand and influence auditors’ knowledge-sharing behavior. Ajzen (1991) indicates that persuasive communications, such as belief-targeted messages, can be used as behavioral interventions to alter intentions and behaviors. Thus, this study develops and evaluates the effectiveness of behavioral interventions (belief-targeted messages) in encouraging auditors’ knowledge-sharing behavior. This study uses a 2×2 between-participants design. Arguments targeting behavioral beliefs and arguments targeting normative beliefs are manipulated. Consistent with expectations, the results of this study were that (1) auditors exposed to an intervention share more knowledge, compared to auditors not exposed to any interventions; (2) auditors share the most knowledge when exposed to an intervention that includes arguments targeting both behavioral and normative beliefs; (3) the effects of behavioral interventions on knowledge-sharing intention are mediated by auditors’ attitudes and perceived norms related to knowledge sharing; and (4) the influences of attitude and perceived norms on knowledge-sharing behavior are mediated by the intention to share knowledge. The findings of this study have implications for literature and practice. It extends the theory of planned behavior to the auditing setting and examines auditors’ knowledge-sharing behavior with the firm’s knowledge management systems (KMS). Knowledge sharing with the firm’s KMS could potentially mitigate knowledge loss for public accounting firms. The findings of this study provide guidelines to firms regarding how they can encourage knowledge sharing among auditors.