Context: Knowledge is the major aspect of an organization which enables the enterprise to be more productive and to deliver the high complexity services. Knowledge management plays a key role in agile software development because it supports cultural infrastructure esteems like collaboration, communication, and knowledge transfer. This research aims to explore how organizations that adopts Agile Software Development (ASD) implement knowledge management utilizing practices that supports the key process areas. Several knowledge management maturity models have been proposed over a decade ago but not all of the models that is specially stated knowledge Management Maturity Model (KMMM) for Agile software development. To fulfil this research gap, we introduce the maturity model which emphasize knowledge management in ASD among the practitioners. This maturity model helps to assess their knowledge management in organization and provides a road map to the organizations for any further improvement required in their processes.  Objectives: In this thesis, we investigate the key process areas of knowledge management maturity models that could support agile software development. Through investigation about the key process areas, we found that the organizations should emphasis on key process areas and its practices in order to improve the software process. The objectives of this research include: Explore the key process areas and practices of knowledge management in the knowledge management maturity models.  Identify the views of practitioners on knowledge management practices and key process areas for Agile software development. To propose the maturity model for Knowledge management in Agile software development among the practitioner’s opinions.  Methods: In this research, we conducted two methods: Systematic mapping and Survey to fulfil our aim and objectives. We conducted Systematic mapping study through the snowballing process to investigate empirical literature about Knowledge management maturity models. To triangulate the systematic mapping results, we conducted a survey. From the survey results, we obtained the responses and were analyzed statistically using descriptive statistics. Results: From Systematic mapping, we identified 18 articles and analyzed 24 practices of Knowledge management maturity models. These practices are indicated in key process areas such as process, people, technology. Through the systematic mapping results, 9 KM practices that were found from KMMM literature were listed in the survey questionnaire and answered by software engineering practitioners. Moreover, 5 other new practices for agile have suggested in the survey that was not found in KMMM literature. To address the systematic mapping and survey results, we propose the maturity model which emphasize knowledge management practices in ASD among the practitioners. Conclusions: This thesis lists the main elements of practices that are utilized by the organization and also show the usage of maturity levels at each practice in detail. Furthermore, this thesis helps the organization's to assess the current levels of maturity that exist to each practice in a real process. Hence, the researchers can utilize the model from this thesis and further they can improve their Km in organizations.

Orientador: Edgard Dias Batista Junior / Banca: Guilherme Ari Plonski / Banca: Piotr Trzésniak / Banca: Ana Cristina Limongi França / Banca: Geilson Loureiro / Resumo: Na procura por melhor competitividade, a indústria automotiva tem discutido e aplicado diversos conceitos relacionados a pessoas e processos. Todavia, em muitas organizações, os conceitos adotados são implementados e mantidos de forma desarticulada. Nesse contexto, diversos autores reconhecem o papel da vantagem competitiva do conhecimento, o qual é tratado de forma implícita nos modelos tradicionais de Gestão da Produção. Explorando oportunidades neste cenário, esta Tese apresenta um modelo de Gestão da Produção (MGP-C) que integra os conceitos de Gestão do Conhecimento, Organização do Trabalho e Organização da Produção. Para a realização desta Tese, o escopo da pesquisa foi delimitado ao ambiente operário da indústria automotiva. A escolha do setor automotivo é justificada devido a sua importância econômica e a sua identidade com os paradigmas industriais estudados nesta pesquisa, a manufatura enxuta e em massa, e os grupos enriquecidos e semi-autônomos. Focada em linhas de montagem, devido a sua característica de complexidade de controle do trabalho das pessoas e sua influência na produção. O MGP-C foi construído com enfoque empíricodescritivo e é caracterizado como conceitual, sendo considerado uma base para a construção de ferramentas para diagnóstico ou prescrição de ações operacionais para a Gestão de Produção. O MGP-C alarga os marcos conceituais verificados na pesquisa bibliográfica a partir da integração de fatores alavancadores da Gestão do Conhecimento com os da Organização do Trabalho e os da Produção e torna explícito o uso do tema conhecimento. Desta forma ele contribui à promoção de um contexto favorável à criação e ao compartilhamento do conhecimento pelas pessoas do ambiente operário, e fomenta à inovação incremental. / Abstract: In search for better competitiveness, the automotive industry has discussed and applied several concepts related to people and processes. However, in many organizations, the adopted concepts are implemented and kept unarticulated. In this context, authors recognize the role of the knowledge as competitive advantage, but it is still dealt in an implicit way with the traditional models of Production Management. Exploring opportunities in this scenario, this Thesis aims to present a Production Management Model that integrates the concepts of Knowledge Management, Work Organization and Production Organization. For the realization of the present Thesis, the scope of the research was restricted to be the labour environment of the autoparts plants shopfloor. The choice of the automotive sector is justified due to its economic significance and identity with the industrial paradigms studied in this research, lean and mass production, enriched and semi-autonomous groups. The research focus on assembly line process was due to its characteristic of complexity of the "control" of people work and to its influence on the production. The proposed Model was built using an empirical-descriptive approach and is characterized as conceptual; therefore, it can be considered as baseline to tools for diagnosis or prescription of operational actions for Production Management. The proposed Model widens conceptual landmarks verified in the literature research while it integrates the factors of Knowledge Management to the ones of Work and Production Organization and it makes explicit the use of the theme knowledge. This contributes to promote of a favourable context for the creation and sharing of knowledge, among the people in the labour environment, and to support incremental innovation. / Doutor

Analisa e descreve a atuação do profissional da Informação nos processos de Gestão do Conhecimento das empresas, com ênfase no mapeamento do conhecimento tácito e explícito das pessoas, buscando disponibilizar/compartilhar as informações mapeadas, por meio da Intranet, que é uma facilitadora, enquanto Tecnologia da Informação, do trabalho do profissional da Informação. Para atingir tal objetivo, os onceitos relativos ao tema foram aprofundados por meio de pesquisa e revisão bibliográfica nas literaturas nacional e internacional. Com a intenção de ilustrar a realidade, um estudo de caso é apresentado, o qual foi realizado no Knowledge Center da KPMG Auditores Independentes. Conclui-se que o Profissional da Informação tem potencial para liderar e administrar processos de mapeamento do conhecimento nas organizações, principalmente porque possui especializações inerentes à sua formação, no que concerne a localização, a organização, a estruturação e a disponibilização de dados e informações, que posteriormente são transformados em conhecimento. Outra conclusão positiva refere-se ao uso da Tecnologia da Informação, neste caso específico, a Intranet, como aliada no trabalho do bibliotecário. Faz-se, portanto, uma análise do perfil esperado deste profissional, relacionado-a a fatores comportamentais, técnicos e intelectuais. / Analysis and description of the performance of the information professional involved in the processes of Knowledge Management within companies, with an emphasis on the mapping of tacit and explicit knowledge of people, as well as making available and sharing the mapped information, by means of the Intranet, which is a information technology facilitator of the information professional. To reach such objective, the relative concepts of the subject were based upon research and bibliographical review of national and international literature. With the intention to illustrate the reality, a case study is performed on the Knowledge Center of KPMG Brazil. It can be concluded that the information professional has potential to lead and manage processes of knowledge mapping in organizations, mainly, because he/she possess expertise inherent to his/her education, related to the location, organization, structure, and availability of data and information that are later transformed into knowledge. Another positive conclusion refers to the use of information technology, in this specific case, the Intranet, as an ally in the work of the librarian. An analysis of the expected profile of this professional, in relation to behavioral, technical and intellectual traits. KEY WORDS: Information Professionals; Knowledge Management; Intranet

O conhecimento tem se tornado um ativo de grande importância para as organizações modernas, por ser a principal matéria-prima com a qual todas trabalham, sendo assim mais valioso e poderoso que qualquer outro ativo físico ou financeiro. Esta pesquisa aborda os principais conceitos utilizados em organizações que buscam, a partir de sua experiência e especialização, os conhecimentos necessários para o desenvolvimento de novos projetos, serviços e produtos. É apresentada a maneira pela qual os processos de criação, registro e disseminação do conhecimento se tornaram fatores críticos para a sobrevivência das grandes corporações, bem como o papel que as tecnologias de informação têm exercido na gestão adequada do conhecimento. O trabalho tem a intenção de transmitir uma experiência prática de um projeto de gestão do conhecimento, desenvolvido e gerenciado pelo autor, aos demais interessados pelo assunto. É descrita a metodologia de trabalho utilizada para a gestão do conhecimento em uma empresa brasileira de construção civil, que contou com o envolvimento das áreas de recursos humanos, de tecnologia de informação e de engenharia. / Knowledge has become a very important asset to the modern organizations. It is the main resource used by all of them. According to this fact knowledge is more valuable and powerful asset than any other physical or financial asset. This research describes the most important concepts used by companies that seek,according to their experience and expertise, the necessary knowledge to develop new projects, services and products. It is shown how the creation, codification and dissemination processes became critical factors for the survival of big companies survival, as well as the role that the information technologies have played in adequate knowledge management. This text intends to convey a practical experience of a knowledge management project developed and managed by the author for the people who are interested in this subject. It describes the methodology used by a Brazilian civil construction company to manage its knowledge. This process has had the participation of the human resources,information technology and engineering areas.

Não é nenhum exagero dizer que o conhecimento é hoje o ativo mais importante que uma organização dispõe. As empresas já reconhecem a necessidade de gerir o conhecimento e quanto fundamental é para elas se estruturarem e adotarem práticas de gestão do conhecimento. Dentre os processos que compõem a gestão do conhecimento, o processo de compartilhamento de conhecimento é essencial. O processo de compartilhamento de conhecimento é responsável pela multiplicação na organização dos conhecimentos já existentes, por promover a utilização dos mesmos e indiretamente também por estimular a criação de novos conhecimentos. Desta forma, torna-se então vital a implantação de ações que atuem como fatores facilitadores do processo de compartilhamento do conhecimento na empresa, bem como a implantação de ações que evitem a manifestação de fatores inibidores deste processo. Esta pesquisa é um estudo de caso, realizado na TenarisConfab, cujo objetivo foi compreender profundamente como ocorre a disseminação do conhecimento no âmbito interno da empresa pesquisada e analisar os fatores inibidores e facilitadores desse processo de compartilhamento de conhecimento. Os resultados da pesquisa apresentam: 1) quais são os fatores facilitadores que mais interferem positivamente no processo de compartilhamento de conhecimento; 2) qual o fator inibidor que mais interfere negativamente no processo de compartilhamento de conhecimento; e 3) ações adotadas na empresa que impulsionam o seu processo de compartilhamento de conhecimento. / It is not an overstatement to say that knowledge is today the most important asset that a company may have. Businesses already recognize the need to manage knowledge and how fundamental it is for them to structure themselves and adopt management practices in relation to knowledge. Among the processes which compose knowledge management, the knowledge sharing process is essential. Responsible for the multiplication of pre-existing knowledge in an organization by promoting the use and indirectly stimulating the generation of new knowledge, the implementation of actions which act as facilitators in the knowledge sharing process becomes vital as do the implementation of actions which will avoid any manifestations which could inhibit the process. This research is a case study, held at TenarisConfab, which the objective is to deeply understand how the dissemination of knowledge within the studied company occurs and to analyze the inhibiting factors and facilitators in the knowledge sharing process. The results of this study show: 1) which factors act as facilitators and positively interfere in the knowledge sharing process; 2) which factors inhibit and interfere negatively in the sharing knowledge process; and 3) actions taken at the company which increment the knowledge sharing process.

The capture and beneficial application of learning from past experiences in projects has been an area of interest and debate for many years. The implementation of lessons learnt is commonly acknowledged as difficult. Existing studies point to the deficiencies in current practice but few propose practical approaches to improve the situation. A key barrier to learning in projects is the time-critical nature of most projects which makes the creation of time and space to learn and then apply the resultant learning problematic. Other inhibitors include the variety and temporality of project teams, the geographical spread of many projects and client pressures to reduce costs. The aim of this research was to improve project learning processes in multi-phase project environments through the identification and application of relevant organizational learning and knowledge management theories. The research was based on a single company longitudinal case study in an infrastructure support services organization. An event-based approach to project lessons was developed which focuses on benefits realisation and measurement. The processes employed overcome some of the key barriers to the effective capture of lessons learnt and their subsequent implementation i.e. shortage of time, different learning styles of individuals, lack of effective capture mechanisms, poor articulation of benefits realisation, lack of management sponsorship. A model was also developed which acts as a multi-faceted lens which aids the understanding of the dynamics of project-based learning. The model was tested through a series of workshops. In order to assist the roll-out of the new approach across the case study organisation and outline implementation guide that has been developed. The approach can also be promoted externally to improve project management practice across the wider construction industry. In addition, the study also revealed that event-based enactment of complex/abstract theories can be used as a tool to create improved praxis by overcoming the need to explain the theories to the actors involved. The main contribution to research is the development of a new approach which extends existing theory in the areas of learning, knowledge management and boundary objects in multi-phase project contexts. It achieves this through the synergistic use of the theories employed which support the development of reflective practitioners with the skills to engender a 'learning how to learn' culture within project-based environments. Further testing of ongoing benefits monitoring and establishing causality is needed. Overall, the methodology developed is highly adaptable and can be used by others in different organizational contexts to improve organizational learning, business performance, client satisfaction and wider stakeholder outcomes.

Não é nenhum exagero dizer que o conhecimento é hoje o ativo mais importante que uma organização dispõe. As empresas já reconhecem a necessidade de gerir o conhecimento e quanto fundamental é para elas se estruturarem e adotarem práticas de gestão do conhecimento. Dentre os processos que compõem a gestão do conhecimento, o processo de compartilhamento de conhecimento é essencial. O processo de compartilhamento de conhecimento é responsável pela multiplicação na organização dos conhecimentos já existentes, por promover a utilização dos mesmos e indiretamente também por estimular a criação de novos conhecimentos. Desta forma, torna-se então vital a implantação de ações que atuem como fatores facilitadores do processo de compartilhamento do conhecimento na empresa, bem como a implantação de ações que evitem a manifestação de fatores inibidores deste processo. Esta pesquisa é um estudo de caso, realizado na TenarisConfab, cujo objetivo foi compreender profundamente como ocorre a disseminação do conhecimento no âmbito interno da empresa pesquisada e analisar os fatores inibidores e facilitadores desse processo de compartilhamento de conhecimento. Os resultados da pesquisa apresentam: 1) quais são os fatores facilitadores que mais interferem positivamente no processo de compartilhamento de conhecimento; 2) qual o fator inibidor que mais interfere negativamente no processo de compartilhamento de conhecimento; e 3) ações adotadas na empresa que impulsionam o seu processo de compartilhamento de conhecimento. / It is not an overstatement to say that knowledge is today the most important asset that a company may have. Businesses already recognize the need to manage knowledge and how fundamental it is for them to structure themselves and adopt management practices in relation to knowledge. Among the processes which compose knowledge management, the knowledge sharing process is essential. Responsible for the multiplication of pre-existing knowledge in an organization by promoting the use and indirectly stimulating the generation of new knowledge, the implementation of actions which act as facilitators in the knowledge sharing process becomes vital as do the implementation of actions which will avoid any manifestations which could inhibit the process. This research is a case study, held at TenarisConfab, which the objective is to deeply understand how the dissemination of knowledge within the studied company occurs and to analyze the inhibiting factors and facilitators in the knowledge sharing process. The results of this study show: 1) which factors act as facilitators and positively interfere in the knowledge sharing process; 2) which factors inhibit and interfere negatively in the sharing knowledge process; and 3) actions taken at the company which increment the knowledge sharing process.

O conhecimento tem se tornado um ativo de grande importância para as organizações modernas, por ser a principal matéria-prima com a qual todas trabalham, sendo assim mais valioso e poderoso que qualquer outro ativo físico ou financeiro. Esta pesquisa aborda os principais conceitos utilizados em organizações que buscam, a partir de sua experiência e especialização, os conhecimentos necessários para o desenvolvimento de novos projetos, serviços e produtos. É apresentada a maneira pela qual os processos de criação, registro e disseminação do conhecimento se tornaram fatores críticos para a sobrevivência das grandes corporações, bem como o papel que as tecnologias de informação têm exercido na gestão adequada do conhecimento. O trabalho tem a intenção de transmitir uma experiência prática de um projeto de gestão do conhecimento, desenvolvido e gerenciado pelo autor, aos demais interessados pelo assunto. É descrita a metodologia de trabalho utilizada para a gestão do conhecimento em uma empresa brasileira de construção civil, que contou com o envolvimento das áreas de recursos humanos, de tecnologia de informação e de engenharia. / Knowledge has become a very important asset to the modern organizations. It is the main resource used by all of them. According to this fact knowledge is more valuable and powerful asset than any other physical or financial asset. This research describes the most important concepts used by companies that seek,according to their experience and expertise, the necessary knowledge to develop new projects, services and products. It is shown how the creation, codification and dissemination processes became critical factors for the survival of big companies survival, as well as the role that the information technologies have played in adequate knowledge management. This text intends to convey a practical experience of a knowledge management project developed and managed by the author for the people who are interested in this subject. It describes the methodology used by a Brazilian civil construction company to manage its knowledge. This process has had the participation of the human resources,information technology and engineering areas.

El proyecto tiene por objetivo reducir el costo de Setup en un proceso de extrusión por soplado de una empresa dedicada a la fabricación de lámina termocontraible, enfocándose en la problemática del proceso de desarrollo de muestras. Dicha problemática radica en la baja efectividad de este proceso, el cual es clave en el desarrollo de las operaciones de la organización porque de no ser satisfactorio no se concretan las ventas y se genera insatisfacción en el cliente. Además, acarrea sobrecostos como parte del Setup de producción, ya que mientras este proceso no arroje resultados positivos, la producción no iniciará y se empleará tiempo que bien se puede utilizar para producción de otros articulos. Esta falta de efectividad se produce por diversos motivos entre los que se destaca el pobre manejo del “know how”, de manera que constantemente se tiene que repetir el proceso hasta conseguir resultados. En ese sentido, se plantea la implementación de un sistema de Gestión del Conocimiento en este proceso, el cual organiza y transforma la información para generar conocimiento mediante el aprendizaje y tiene la ventaja de integrar el conocimiento implícito del trabajador, producto de años de experiencia, y transformarlo en explicito para toda la organización. Por ello, la propuesta busca reducir el tiempo de Setup al menos en un 70.31%, reduciendo en 487.71 horas el Setup anual, lo cual ahorraría 20367.81 soles anuales en costo de Setup. / The project aims to reduce the cost of Setup in a blow extrusion process of a company dedicated to the manufacture of heat shrink sheet, focusing on the problem of the sample development process. This problem lies in the low effectiveness of this process, which is key in the development of the operations of the organization because if not satisfactory, sales are not realized and customer dissatisfaction is generated. In addition, it costs overruns as part of the production setup, as long as this process does not yield positive results, production will not start and time will be used that can well be used for the production of other items. This lack of effectiveness occurs for a number of reasons, including poor management of the know-how, so that the process has to be repeated until results are achieved. In this sense, the implementation of a Knowledge Management system in this process is proposed, which organizes and transforms information to generate knowledge through learning and has the advantage of integrating the implicit knowledge of the worker , product of years of experience, and transform it into explicit for the whole organization. Therefore, the proposal seeks to reduce Setup time by at least 70.31%, reducing the annual Setup by 487.71 hours, which would save 20367.81 annual suns in Setup cost. / Tesis

Financial service industry leaders successfully incorporating a knowledge management system (KMS) into the overall organizational strategy experience several benefits over firms that do not implement an effective KMS. This multiple case study was an exploration of the strategies financial service industry leaders use to incorporate a KMS in organizational strategy. The case population consisted of 5 leaders from 4 financial services organizations with successful experience implementing a KMS into their overall organizational strategy. The conceptual framework for this study was knowledge conversion theory. The data collection process included semistructured interviews, interview notes, and review of company documents. Data were compiled and organized, disassembled into fragments, reassembled into a sequence of groups, and interpreted for meaning. Methodological triangulation and member checking validated the trustworthiness of those interpretations. Three themes emerged from the 5 interviews: a continuous improvement environment facilitated KMS incorporation, supportive leadership facilitated KMS incorporation, and a learning organization environment improved KMS incorporation. Financial services leaders could use these themes to increase knowledge-sharing capabilities and the potential for innovation and creative capabilities of their organizations to ensure long-term organizational sustainability. The implications for positive social change include the potential for increased revenue that leaders could use to make charitable contributions to further the development of local communities. In addition, leaders' use of lean processing could reduce environmental waste, which would benefit the local community because its residents could enjoy a cleaner environment.