Memória organizacional para situações de não conformidade: pelo estímulo ao compartilhamento das lições aprendidas

Abstract

The preservation of knowledge generated while addressing nonconformity situations represents a challenge for knowledge management in Public Administration, particularly in organizations subject to staff turnover and the consequent loss of strategic knowledge. Conducted within the Public Administration research line of the National Network Professional Master's Program in Public Administration (PROFIAP), this study aimed to develop a methodological model capable of transforming administrative experiences into shareable organizational knowledge, thereby contributing to the strengthening of organizational memory at the Federal University of Fronteira Sul (UFFS). This applied, qualitative study was conducted through action research, supported by the principles of Design Science Research to guide the cyclical development and refinement of the Technical-Technological Product. The organizational diagnosis was based on semi-structured interviews with public servants, a literature review, and an analysis of technical-technological products focused on knowledge management. Based on the evidence obtained, the model was developed, applied, evaluated, and refined through a pilot study conducted at the institution's Administrative Superintendency. The results demonstrated that merely capturing experience reports was insufficient to produce reusable organizational knowledge, revealing a gap that precedes sharing itself: the absence of a process capable of identifying, interpreting, structuring, and validating the implicit knowledge generated during the resolution of administrative situations. This finding provided the basis for the development of the AM-PMI Model, composed of Estação A.M. and the Interpretive Mediation Protocol (PMI), which organizes the stages of mobilization, capture, interpretive mediation, feedback, preservation, and institutionalization of knowledge. The pilot study demonstrated the feasibility of the proposal and its acceptance among participants, while its implementation has the potential to reduce the effects of staff turnover and foster the continuity of public services.