Relação da gestão do conhecimento e gestão da qualidade através da melhoria contínua na prestação de serviços em uma empresa de transporte público

Abstract

Throughout human history, many transformations have occurred. The knowledge that human beings and organizations that possess are their true competitive differentiator. Knowledge management and its practices are in evidence in the business, but the knowledge era we experience is not the reality in practice for a large number of companies. For them, quality management, is an alternative to improve their standards of organizational performance. The issue, therefore this research is linked to the Knowledge Management Quality Management for continuous improvement, and the overall goal was to establish the relationship of Quality Management and Knowledge Management through continuous improvement to service providers. Aiming to share information and knowledge in an innovative environment, we identified the interface between the elements of Quality Management and Knowledge Management, which tools of quality management that promote the sharing of information and knowledge, practices characterized for Process Quality Management. The current global scenario requires that the processes undertaken by firms occur at levels of excellence and the ongoing quest for continuous improvement. Relating the proposed theme of the work, were verified by theoretical concepts faced in implementing FMEA tool, thus concluding, through a case study in a public transport company, managing the relationship so there is continuous improvement in service delivery.