Núcleo de Gestão para Sustentabilidade

There is an increasing concern on the part of corporate sector of the importance to harness knowledge as their most valuable resource. The purpose of this work is to identify the effects of knowledge reuse in service systems. In order to achieve this, a system dynamics model of a Brazilian software-house’s technical support service is presented, emphasizing on the use of knowledge bases and its effects over the service system. It concludes that i) the model aids the designer in evaluating several aspects of the system as well as its performance, including the effects of knowledge reuse and ii) based on the simulation results, knowledge management enhances service system performance.

Referência: MALDONADO, M.; VARVAKIS, G.; COSER, A. Modeling knowledge reuse in technical support operations. Proceedings – System Dynamics Society, 2009

Artigo Completo

The service industry is gaining more space on regional and global markets. The main characteristics that differentiate services and manufacturing industries which are intangibility, simultaneity and non-stockability require Operations Strategy and Knowledge Management Strategies to fit. This paper proposes to identify the non-linear relationships between “Training Programs” strategies and long-term Financial results, through dynamic simulation. The main issues regarding Service Operations Strategies, and Knowledge Management Strategies are introduced, linking training programs with organizational knowledge creation. The selected output indicators are: Income, Expenses, Balance, Explicit and Tacit Knowledge. As a result, a System Dynamics model of a Software-development company’s service production system is constructed, including a KM sub-model, a Workforce sub-model, a Customer Management sub-model, a Financial Management sub-model, afterwards it is tested in three different investment scenarios. The model suggests that investments in personnel training are important for service production systems. The use of System Dynamics methodology, techniques and tools improves decision-making for Operations Management, facilitating the understanding of the system’s behavior and structure, especially the effects of KM strategies on service production systems.

Referência: MALDONADO, VIEIRA, R.; VARVAKIS, G. M.; SELIG, P. Knowledge Management strategies on service production. A System Dynamics approach. Proceedings – System Dynamics Society, 2007

Artigo Completo

The service industry is gaining more space on regional and global markets. The main characteristics that differentiate services and manufacturing industries which are intangibility, simultaneity and non-stockability require Operations Strategy and Knowledge Management Strategies to fit. This paper proposes to identify the non-linear relationships between “Training Programs” strategies and long-term Financial results, through dynamic simulation. The main issues regarding Service Operations Strategies, and Knowledge Management Strategies are introduced, linking training programs with organizational knowledge creation. The selected output indicators are: Income, Expenses, Balance, Explicit and Tacit Knowledge. As a result, a System Dynamics model of a Software-development company’s service production system is constructed, including a KM sub-model, a Workforce sub-model, a Customer Management sub-model, a Financial Management sub-model, afterwards it is tested in three different investment scenarios. The model suggests that investments in personnel training are important for service production systems. The use of System Dynamics methodology, techniques and tools improves decision-making for Operations Management, facilitating the understanding of the system’s behavior and structure, especially the effects of KM strategies on service production systems.

Referênciaa: MALDONADO, M.; VIEIRA, R.; VARVAKIS, G. SELIG, P. 5to. Congreso Latinoamericano de Dinámica de Sistemas. CLDS 2007. Buenos Aires, Argentina.

Artigo Completo