Transferência de Conhecimento em Projetos de Consultoria em Vendas: Um Estudo de Caso de uma Empresa P-KIBS

Gaston Marcos Molas Quiroga; Dimária Silva e Meirelles

doi:10.5585/gep.v4i3.174

Authors

Gaston Marcos Molas Quiroga Universidade Presbiteriana Mackenzie
Dimária Silva e Meirelles Universidade Presbiteriana Mackenzie

DOI:

https://doi.org/10.5585/gep.v4i3.174

Keywords:

Empresas Intensivas em Conhecimento, p-KIBS, Projetos de Consultoria em Vendas, Transferência de Conhecimento

Abstract

This study aimed to describe the stages of the knowledge transfer process in a company providing consulting services, based on analysis of two consulting projects in sales. The companies providing consultancy services are considered knowledge-intensive companies, called p-KIBS (Personal Knowledge Intensive Business Services). The most important attribute of p-KIBS refers to the interaction between service providers and service users, required for the transfer of knowledge. As a result of the research, we found that the service provided during the stage of knowledge integration and retention did not occur. This is one of the most important steps in the process of service delivery because the feedback mechanisms and replication of knowledge are crucial to ensure the renewal of competencies. On the basis of results, we propose a model that integrates the transfer steps in the process of providing the service. The integrated steps, if performed efficiently provide quick response to eventual customer demands , without having to wait the normal process of supplier selection, and at the same time, extend and update the knowledge base of the company, so that the basis of services also increases.

Author Biographies

Gaston Marcos Molas Quiroga, Universidade Presbiteriana Mackenzie

Consultor, Mestre em Administração de Empresas pela Universidade Presbiteriana Mackenzie.

Dimária Silva e Meirelles, Universidade Presbiteriana Mackenzie

Professora Adjunta do Programa de Pós-Graduação em Administração de Empresas, Universidade Presbiteriana Mackenzie, vinculada ao Núcleo de Estudos em Competitividade. Área de Pesquisa: Gestão, Tecnologia e Competência em Serviços.

References

Boden, M., & Miles, I. (2000). Services and Knowledge−Based Economy. London: Continuum.

Burt, R.S. (1992). Structural Holes: The social structure of competition. Cambridge, MA: Harvard University Press,

Daniels, P.W., & Bryson, J.R. (2002). Manufacturing services and servicing manufacturing: knowledge-based cities and changing forms of production, Urban Studies, 39 (5– 6), 977–991.

Den Hertog P. (2000). Knowledge-intensive business services as co-producers of innovation. International Journal of Innovation Management, 4(4), 491-528.

Duhan, S., Levy, M., & Powell, P. (2001). Information systems strategies in knowledge-based SMEs: the role of core competencies. European Journal of Information System, 10 (1), 25-41.

English, M. J., & Baker, W. H., Jr. (2006). Rapid knowledge transfer: The key to success. Quality Progress, 39(2), 41-48.

Freire, C.. (2006). KIBS no Brasil: um estudo sobre os serviços empresariais em conhecimento na região metropolitana de São Paulo. Dissertação de Mestrado, Universidade de São Paulo, São Paulo, SP, Brasil.

Gadrey, J, & Gallouj, F. (1998) The provider-customer interface in business and professional services. The Service Industries Journal, 18 (2), April, 1-15.

Gallouj, F.; Weinstein, O. Innovation in Services, Research Polic, 26, pp.537-556. 1997

Gilbert, M., & Cordney-Hayes, M. (1996). Understanding the process of knowledge transfer to achieve successful technologic innovation. Technovation, 16 (6), 301-312.

Godoy, A. S. (2006). Estudo de Caso Qualitativo. In C.K. Godoi, R. Bandeira-de-Mello. Pesquisa Qualitativa em estudos organizacionais: paradigmas, estratégias e métodos. pp. 115-146. São Paulo: Saraiva.

Guimarães, J. G. A. (2009). Localização de T-KIBS no Brasil: um estudo das aglomerações e seus fatores condicionantes. Dissertação de Mestrado, Universidade Presbiteriana Mackenzie, São Paulo, SP, Brasil.

Hauknes, J. (1999, set) Knowledge intensive services – what is their role?. OECD Forum on Realising the Potential of Service Economy, Paris, France, 28.

Jesus, J.A. (2008, set). KIBS, Inovação e Aprendizado: um estudo das contribuições dos KIBS no APL de TI da Região Metropolitana de Salvador e Feira de Santana. IV Encontro de Economia Baiana, Salvador, BA, Brasil.

Kalling, T. (2003) Organization-internal transfer of knowledge and the role of motivation: a qualitative study. Knowledge and Process management, Apr/Jun, 115-126.

King, N. (2004) Using templates in the thematic analysis of text. In C. Cassell, G. Symon (Eds.). Essential guide to qualitative methods in organizational research. pp. 256-270. London: Sage.

Ko, D. G., Kirsch, L. J., & King, W. R. (2005). Antecedents of knowledge transfer from consultants to clients in enterprise system implementations. MIS Quarterly, 29, 59-85.

Kogut, B. Zander, U. (1992). Knowledge of the Firm, Combinative Capabilities, and the Replication of Technology. Organization Science, 3 (3), 383-397.

Kwan, M. M.; Cheung, P. K. (2006). The knowledge transfer process: From field studies to technology development. Journal of Database Management, 17, 16-32.

Liyanage C., Li Q., Elhag. T, & Ballal T. (2008). The process of knowledge transfer and Its significance in integrated environments. AACE International Annual Meeting Transactions, Ontario, Canada.

Lundvall, B.-Å., & Borrás, S. (1997) The globalizing learning economy: Implications for innovation policy. Report from DG XII, Commission of the European Union, Brussels.

Miles, I. Kastrinos, N., Flanagan, K., Bilderbeek, R., Hertog, B., Huntink, W., & Bouman, M. (1995). Knowledge-Intensive Business Services: Users, Carriers and Sources of Innovation. Manchester: PREST.

Miles, I. (1993) Services in the New Industrial Economy. Futures, July-Aug., p.653-672, 1993.

Muller, E. (2001) Innovation interactions between knowledge-intensive business services and small and medium sized enterprises: an analysis in terms of evolution, knowledge and territories. Heildelber, New York: Physica-Verlag.

Muller, E. & Zenker, A. (2001). Business services as actors of knowledge transformation: the role of KIBS in regional and national innovation systems. Research Policy, 30, 1501-1516.

Nelson, R; Winter, S. An Evolutionary Theory of Economic Change. Cambridge, Belknap Press. 1982

Nonaka, I (1994) A dynamic theory of organizational knowledge creation. Organization Science, 5(1), 14-37.

Nonaka, I, & Takeuchi, H. (1995) The knowledge-creating company, Oxford: Oxford University Press.

O’dell, C., Grayson, C. J, Jr., & Essaides, N. (1998) If only we knew what we know: The transfer of internal knowledge and best practice. New York: Free Press.

Polanyi, M. (1962) Personal knowledge: towards a post-critical philosophy. New York: Harper Torchbooks.

Szulanski, G. (1996). Exploring internal stickiness: impediments to the transer of best-practice within the firm. Strategic Management Journal, 17(Winter Special), 27-43.

Teece, D, Pisano, G., & Shuen, A. (1997) Dynamic capabilities and strategic management. Strategic Management Journal, 18, 509-533.

Toivonen, M. (2004) Expertise as Business: Long-term Development and Future Prospects of Knowledge-intensive Business Services (KIBS). Doctoral dissertation series 2004/2 Department of Industrial Engineering and Management, Helsinki University of Technology.

Tomlinson, M. (2000) Information and technology flows from the service sector: a UK-Japan comparison. In: Andersen, B. et. al. (Ed.). Knowledge and innovations in the new service economy. Cheltenham: E. Elgar, 314p.

Zollo, M., And Winter, S. (2002) Deliberate Learning and the Evolution of Dynamic Capabilities. Organization Science, Vol. 13, No. 3, Knowledge, Knowing, and Organizations pp. 339-351. May - Jun., 2002.

Wood, P. (Ed.) (2002) Consultancy and Innovation: The Business Service Revolution in Europe. London: Routledge: