Knowledge Management System in Service Companies

This paper presents the design of a comprehensive and business strategy-oriented knowledge management system that supports the survival, viability and improvement of the management decision-making process in a long term, based on knowledge and experiences. This work proposes models, methods and tools for the management of the experience of the people, work teams and executives that allow to safeguard and to preserve the knowledge of the organizational work that the organization has developed. The designed system applies to a claims liquidator company, which possesses a high intellectual capital, proposing a model of creation of strategic knowledge, considering the four stages of knowledge transformation: socialization, externalization, combination and internalization, incorporating also the factor culture, the detection of opportunities and the proposal of value added. The RAS knowledge Management module was implemented within the corporate ERP system, with the purpose of taking full advantage of the organization’s enabling technology.