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Knowledge management for improving business processes: an analysis of the transport management process for indivisible exceptional cargo

2010; Sociedade Brasileira de Pesquisa Operacional; Volume: 30; Issue: 2 Linguagem: Inglês

10.1590/s0101-74382010000200004

1678-5142

André Cristiano Silva Melo, Maria Netto, Virgílio José Martins Ferreira Filho, Elton Fernandes,

Information Technology Governance and Strategy

This paper presents an organizational analysis methodology aimed at knowledge capitalization with a view to improving business processes. Based on a real problem in a large electric sector firm, this methodology is applied to managing the transport of indivisible exceptional cargo (IEC). In the firm in question, intellectual capital is a critical asset for service performance and is fundamental for achieving business excellence. Applied to the firm's transport management process, the approach proved appropriate to IEC transport-related organizational goals. A review highlights definitions and structures for improving business processes proposed previously in the literature. The results of applying the methodology are discussed at the end of the paper.