Gestão do conhecimento: práticas e ferramentas para melhoria dos processos de extensão universitária

Abstract

The social and economic transformations of the twenty-first century impact sectors of society. They induce universities to develop new learning methods to capture knowledge. This requires projects from the public administration focused on user satisfaction and more efficient results. Knowledge Management (KM) with the practices and tools of Technology, Information and Knowledge (ICTs) are essential to help Federal Institutions of Higher Education (IFES) to implement their processes. Thus, the adoption of KM practices helps public organizations to improve the efficiency of procedures, the quality of processes, products and services provided to society. In addition, the support of ICTs contributes to the processes of acquisition, storage, processing, distribution and use of organizational knowledge. Such practices support decision-making, innovation, problem-solving, and continuous learning. Therefore, the objective of this research is to identify a set of KM practices and tools for the improvement of university extension processes in an IFES. To this end, descriptive and exploratory research was carried out with bibliographic research methods for the analysis and interpretation of the data. The comparative method was also used with a predominantly qualitative approach to describe the KM practices found in the Extension of four IFES, selecting the Federal Technological University of Paraná/UTFPR for the intervention proposal derived from the Technical-Technological Product (PTT) of this research. The data were compiled and tabulated in comparative tables with the information available on the portals to define the research protocol. From the protocol, four categories were defined: I. Standards and Legislation, II. Procedures, III. Communication and IV. Information and Technology and Systems. The KM practices found aim to promote team building, improve organizational performance and facilitate the transfer and sharing of knowledge. They also facilitate the generation, retention, organization and dissemination of knowledge. The data indicates the lack of standardization of KM practices and tools in the IFES. Thus, the results of the research gave rise to PTT, which culminated in nine KM practices and two ICT tools for the improvement of extension processes for the Extension Departments (DEPEXs) of UTFPR. It is hoped that the results can increase efficiency and, if adopted, enable the practices together with the tools to increase the sharing of knowledge to improve the extension processes.