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This paper presents a case study in a small enterprise in the industrial machinery and equipment sector. This enterprise showed problems related to inability to deliver orders placed by its customers within the agreed time, in addition to disagreements between its managers related to management methods. In order to analyze and solve these problems, situated on the border between structured and unstructured problems, we initially modeled manager's knowledge through extended concept diagrams supported by a cognitive process. Then, we simulated the obtained model using System Dynamics. The obtained model promoted group learning and supported service delivery strategies through simulation. Modeling and simulation triggered managerial behavior changes improving organizational climate. These behavioral changes also solved the delivery problem.

Uma aplicação prática de gestão do conhecimento e simulação na resolução de problemas complexos empresariais