Formação de agentes multiplicadores baseado na gestão do conhecimento: um estudo aplicado à Avianca Brasil

Abstract

With an increasingly competitive market and the constant change in the needs of professionals, who are increasingly looking for work environments that promote personal and professional development. The company that has an environment focused on the qualification of its employees also obtains a competitive advantage in front of its market of action. Another factor that has been very relevant for the perenniality of a company is linked to the degree of innovation that its products and services present to the consumer. The most competitive companies constantly seek to improve their production processes or their services, this objective is linked to the improvement of quality, productivity or reduction of operating costs. Moreover, one of the factors that most affect these results is related to employee training issues and how they are engaged and aligned with the company's strategic objectives. This paper presents a study for the development of a training program for knowledge multipliers. The research was based organization analysis carried out in companies that applied a similar program and obtained significant results, both in the marketing questions and in the satisfaction of its collaborators. The study describes collaborative tools, techniques, and learning models, such as 70:20:10, in a practical and objective manner. Narrating aspects and critical points, related to the elementary bases, for the construction of relevant organizational values also the corporate education, the sharing and diffusion of knowledge, and the ability to transform tacit knowledge into explicit.