bsc, gestão do conhecimento e aprendizagem organizacional

Upload: valdecir-marco-de-bastiani

Post on 11-Feb-2018

224 views

Category:

Documents


0 download

TRANSCRIPT

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    1/20

    8RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    AHIHLNCG ^N@QCNHQG) JC^W@ G@ N@LMCNODCLW@

    C HUQCLGO[HJCD LH^ @QJHLO[HC^;SDH HLIO^C GH OLWCQ$QCIH@ G@^ UQ@NC^^@^ C ^SH^

    ODUIONHC^ UHQH H CBCWOROGHGC @QJHLO[HNO@LHI

    RHIGCNOQ DHQN@ GC AH^WOHLOrhigcnoqdhqn`Eyhm``,n`d

    Qc~sd`

    @ `akcwor` uqolnouhi gc~wc hqwoj` c~wsghq c hlhio~hq h olwcq$qcih` c}o~wclwc clwqc h jc~w` g`n`lmcnodclw`) h huqclgo{hjcd `qjhlo{hno`lhi c ` Ahihlncg ^n`qcnhqg) acd n`d` ~sh~ oduionhc~uhqh h cbcworoghgc `qjhlo{hno`lhi, Gc~wh b`qdh as~nh$~c) hwqhr~ gh gc~nqo` ~cxclnohi gc~wc~n`lncow`~) n`duqcclgcq h b`qdh gc qcihno`lhdclw` clwqc cih~ c ` oduhnw` nhs~hg` lh~ `qjhlo{hc~xsc h~ swoio{hd cd n`lkslw`,

    Uhihrqh~$nmhrc; Ahihlncg ^n`qcnhqg) huqclgo{hjcd `qjhlo{hno`lhi) jc~w` g`

    n`lmcnodclw`,

    Ha~wqhnw

    Wmc dhol `akcnworc `b wmo~ uhucq o~ w` ~wsgy hlg hlhiy~c wmc olwcq$qcihwo`l~mou acwzccl wmc fl`zicgjcdhlhjcdclw) `qjhlo{hwo`lhi ichqlolj hlg Ahihlncg ^n`qcnhqg) hlg wmcoq oduionhwo`l~ b`q`qjhlo{hwo`lhi cbbcnworclc~~, Wms~ ow o~ ~ccfolj) wmq`sjm ~cxsclwohi gc~nqouwo`l `b wmc~c n`lncuw~)slgcq~whlg wmc b`qd `b qcihwo`l~mou acwzccl wmcd hlg wmc oduhnw `l `qjhlo{hwo`l~ wmhw s~c wmcdw`jcwmcq,

    Fcy$z`qg~; Ahihlncg ^n`qcnhqg) `qjhlo{hwo`lhi ichqlolj) fl`zicgjc dhlhjcdclw,

    8 OLWQ@GS@

    H~ `qjhlo{hc~ ~`bqcd gohqohdclwc uqc~~c~ c dsghlh~ odu`~wh~

    ucih ji`ahio{h`) n`ln`qqlnoh) nioclwc~) c}nc~~` gc olb`qdhc~ c w`g` ` wou` gc

    rhqorci uq`rcloclwc g` hdaoclwc c}wcql` cd xsc hwshd, H~ hlwojh~ b`qdh~ gc

    dcgo` c n`lwq`ic) ah~chgh~ slonhdclwc lh qch bolhlncoqh) l` ~` hgcxshgh~

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    2/20

    1RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    uhqh `~ goh~ hwsho~) u`o~ ~olhio{hd huclh~ `~ hwor`~ whljrco~ gh~ `qjhlo{hc~)

    qcbicwolg` h~ gcno~c~ c sd d`dclw` uh~~hg` gh cduqc~h,

    @ Ahihlncg ^n`qcnhqg hwsh hwqhr~ gc sdh ro~` m`i~wonh gh

    `qjhlo{h` c wcd n`d` ah~c h ol`rh`) ` n`lmcnodclw` c h huqclgo{hjcd) acd

    n`d` h~ qcihc~ gc nhs~h c cbcow` clwqc ~cs~ olgonhg`qc~) wqhl~b`qdhlg` c~wc~

    hwor`~ olwhljrco~ cd qc~siwhg`~ bolhlncoq`~,

    C~wc hqwoj` uqcwclgc gcd`l~wqhq) hwqhr~ gh uc~xso~h gh iowcqhwsqh

    c}o~wclwc c uq`u`lg` sdh hjclgh gc uc~xso~h) h qcih` clwqc ` Ahihlncg

    ^n`qcnhqg) h Jc~w` g` N`lmcnodclw` c h Huqclgo{hjcd lh~ @qjhlo{hc~) c h

    b`qdh xsc `n`qqc c~wh qcih` lh~ `qjhlo{hc~ xsc `~ hg`whqcd,

    1 @ AHIHLNCG N@QCNHQG

    Gsqhlwc gnhgh~ h~ cduqc~h~ swoio{hqhd n`d` ~o~wcdh gc

    olgonhg`qc~) slonhdclwc `~ qcihwqo`~ bolhlncoq`~) l`~ xsho~ h n`lwhaoioghgc ~c

    c}uqc~~hrh n`d` h ioljshjcd g`~ lcjno`~, C~wh b`qdh gc hrhioh` c dcgo`

    n`l~ogcqhrh huclh~ `~ qc~siwhg`~ gh `qjhlo{h` n`d ah~c lh isnqhworoghgc)

    qclwhaoioghgc) qcncowh c qcw`ql` ~`aqc ` uhwqodlo`,

    Hw dcwhgc gh gnhgh gc 8?:5 `~ hwor`~ b~on`~ c whljrco~) n`d`

    dxsolh~ c l`rh~ wcnl`i`joh~) cqhd ` xsc gcwcqdolhrhd ` gc~cduclm` gh~

    cduqc~h~, L` bolhi g` ~nsi` ]] h nhuhnoghgc gc ogclwobonhq c c}ui`qhq `~ hwor`~

    olwhljrco~) n`d` uq`nc~~`~ olwcql`~ dho~ cbonoclwc~) h xshioghgc g`~ ~cqro`~)

    nhuhnoghgc olwcicnwshi g`~ bslno`lqo`~) ~o~wcdh~ gc olb`qdh` xsc huohd `

    huqclgo{hg` c lrco~ gc ~hwo~bh` c ichighgc g`~ nioclwc~) w`ql`s$~c gcno~orh uhqh `nsduqodclw` gh~ dcwh~ c ` ~snc~~` gh~ `qjhlo{hc~,

    H as~nh gc sd l`r` d`gci` gc dcgo` gc gc~cduclm`) hwqhr~

    gc sd c~wsg` goqojog` u`q Ghrog L`qw`l c Q`acqw Fhuihl l` olno` gh gnhgh gc

    8??5) gcs `qojcd h` Ahihlncg ^n`qcnhqg -A^N/, Fhuihl c L`qw`l -8??:/ hboqdhqhd

    xsc olgonhg`qc~ n`lwaco~ c bolhlncoq`~) ah~c g`~ d`gci`~ gc hrhioh` c

    gc~cduclm` c}o~wclwc~ hw clw`) k mhrohd w`qlhg`$~c `a~`icw`~ lh cqh gh

    olb`qdh`,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    3/20

    >RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    @ A^N wcd n`d` ah~c h ucq~ucnworh g` huqclgo{hg` c g`

    n`lmcnodclw` `qjhlo{hno`lhi, Hwqhr~ g` gc~clr`irodclw` gc~wh ucq~ucnworh c gc

    ~sh qcih` goqcwh n`d h~ gcdho~ ucq~ucnworh~ c olgonhg`qc~ g` A^N h `qjhlo{h`

    as~nh) hid gc sd gobcqclnohi gc dcqnhg`) n`l~`ioghq ~cs qc~siwhg` bolhlncoq`,

    @ Ahihlncg ^n`qcnhqg sdh bcqqhdclwh xsc as~nh n`iha`qhq n`d

    `~ c}cnswor`~ h dcim`qhq ` clb`xsc gc i`lj` uqh{` gh `qjhlo{h`) hwqhr~ gh

    gcbolo` gc `akcwor`~ c~wqhwjon`~ c qcihc~ gc nhs~h c cbcow`, Cic sd dw`g`

    hrhlhg` gc wqhgs{oq h ro~` c h c~wqhwjoh gh cduqc~h cd dcgogh~ gc

    gc~cduclm`, Wcd n`d` `akcwor` hrhiohq qc~siwhg`~ hwqhr~ g` cxsoiaqo` gc dcgogh~

    bolhlncoqh~ c `ucqhno`lho~) `~ hwor`~ whljrco~ c olwhljrco~ gc sdh cduqc~h, H

    c~wqswsqh ni~~onh n`du`~wh gc xshwq` ucq~ucnworh~) xsc u`gcd ~cq hiwcqhgh~ uhqh

    qcuqc~clwhq n`qqcwhdclwc h c~wqhwjoh gh `qjhlo{h`, B`qlcnc qc~u`~wh h xshwq`

    xsc~wc~ a~onh;

    h/ Ucq~ucnworh Bolhlncoqh; N`d` wqhwhd`~ `~ hno`lo~wh~0

    a/ Ucq~ucnworh g` Nioclwc; N`d` `~ nioclwc~ l`~ rcd0

    n/ Ucq~ucnworh g`~ Uq`nc~~`~ Olwcql`~; Cd xsc gcrcd`~ l`~ ~sucqhq0

    g/ Ucq~ucnworh g` Huqclgo{hg` c Nqc~nodclw`; ^`d`~ nhuh{c~ gc n`lwolshq l`~

    hucqbco`hlg` c nqohq rhi`q0

    Bojsqh 8; @ Ahihlncg ^n`qcnhqg -A^N/

    B`lwc; NMOHRCLHW@) Oghiacqw`, Cduqcclgcg`qo~d` Ghlg` H~h~ h` C~uqow` Cduqcclgcg`q, ^`Uhsi`; ^hqhorh) 155:,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    4/20

    7RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    C~wh~ ucq~ucnworh~ dc~nihd `akcwor`~ gc nsqw` uqh{` n`d `~ gc

    i`lj` uqh{`) as~nhlg` n`cqlnoh clwqc do~~` gh cduqc~h c c~wqhwjoh~ uhqh `

    ~snc~~` gh `qjhlo{h`, Uhqh Fhuihl c L`qw`l -8??2/;

    C~~h~ xshwq` ucq~ucnworh~ g` ~n`qcnhqg cxsoioaqhd `~ `akcwor`~ gcnsqw` c i`lj` uqh{`) `~ qc~siwhg`~ gc~ckhg`~ c `~ rcw`qc~ g`gc~cduclm` gc~~c~ qc~siwhg`~) h~ dcgogh~ `akcworh~ n`lnqcwh~ c h~dcgogh~ ~sakcworh~ dho~ oduqcno~h~, Cda`qh h dsiwouionoghgc gcdcgogh~ xsc ` Ahihlncg ^n`qcnhqg n`lwd u`~~h uhqcncq n`lbs~h)~n`qcnhqg~ acd ciha`qhg`~ ~c nhqhnwcqo{hd ucih sloghgc gcuq`u~ow`) u`~w` xsc w`gh~ h~ dcgogh~ hu`lwhd uhqh h c}cns` gcsdh c~wqhwjoh olwcjqhgh,

    Bojsqh 1; Wqhgs{olg` h Do~~` c C~wqhwjoh~ gh cduqc~h

    B`lwc; ^OL@WWO) K`~, Ahihlncg ^n`qcnhqg; sd qc~sd` g`~ uqolnouho~ n`lncow`~,zzz,wcqqhb`qsd,n`d,aq) 155],

    1,8 H UCQ^UCNWORH BOLHLNCOQH

    Qcw`ql` ~sucqo`q h` nhuowhi olrc~wog` qcuqc~clwh h dcwh uqolnouhi c ` xsc w`gh cduqc~h gc~ckh n`l~cjsoq, Huc~hq gh~ nqwonh~ h uhqwc bolhlncoqh

    c}wqcdhdclwc odu`qwhlwc uhqh h~ `qjhlo{hc~, @ Ahihlncg ^n`qcnhqguqc~cqrh h

    ucq~ucnworh bolhlncoqh) u`o~ ~` hwqhr~ gc ghg`~ dcl~sqrco~ xsc hn`lwcnc h

    w`dhgh gc gcno~c~ cd gorcq~`~ ~cw`qc~ `qjhlo{hno`lho~, Whdad gcd`l~wqhd h~

    n`l~cxlnoh~ cn`ldonh~ odcgohwh~ gh~ hc~ w`dhgh~ l` uh~~hg` ucih

    cduqc~h,

    Gc hn`qg` n`d Fhuihl c L`qw`l -8??1/ h ucq~ucnworh bolhlncoqhgcrc ~cq qc~siwhg` gc hc~ qchio{hgh~ lh~ gcdho~ ucq~ucnworh~ -g` nioclwc) g`~

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    5/20

    3RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    uq`nc~~`~ olwcql`~ c g` huqclgo{hg` c nqc~nodclw`/) hwqhr~ gc sdh qcih` gc

    nhs~h$cbcow`, @~ `akcwor`~ bolhlncoq`~ ~cqrcd gc b`n` uhqh `~ `akcwor`~ c dcgogh~

    gh~ `swqh~ ucq~ucnworh~ g` A^N, @ ~snc~~` gc~~h~ ucq~ucnworh~ gcrc `nh~o`lhq sd

    dcim`q qc~siwhg` bolhlncoq` uhqh h `qjhlo{h`,

    1,1 H UCQ^UCNWORH G@ NIOCLWC

    Gcrc uq`uonohq h ~cjdclwh` gc nioclwc~ c dcqnhg`~)

    u`~~oaoiowhlg` h gcbolo` gc dcgogh~ gc gc~cduclm` gh cduqc~h l`~ ~cs~

    ~cjdclw`~$hir`, H uhqwonouh` gc dcqnhg`) h qcwcl`) h nhuwh`) h ~hwo~bh` c

    h isnqhworoghgc g`~ nioclwc~ ~`) ~cjslg` Fhuihl c L`qw`l -8??2/) u`lw`~$nmhrc~ gh

    ucq~ucnworh g` nioclwc,

    Ucqncac$~c xsc c~wh ucq~ucnworh c~w iojhgh goqcwhdclwc h

    ucq~ucnworh bolhlncoqh) `akcworhlg` hsdclwhq h isnqhworoghgc c hsdclw` g` nhuowhi

    olrc~wog`, Oln`qu`qh wcdh~ qcihno`lhg`~ uhqwonouh` gc dcqnhg`) c}uhl~`)

    qclwhaoio{h`) bogcio{h`) qcwcl` c ~hwo~bh` gc nioclwc~,

    1,> H UCQ^UCNWORH G@^ UQ@NC^^@^ OLWCQL@^

    H ucq~ucnworh g`~ uq`nc~~`~ olwcql`~ h hlio~c g`~ bhw`qc~

    olwcql`~ nqwon`~ h` ~snc~~` gh `qjhlo{h`, G`o~ jqsu`~ gcrcd ~cq ~hwo~bcow`~ uhqh

    h hxso~o` gh c}ncilnoh lc~wh ucq~ucnworh; `~ hno`lo~wh~ c `~ nioclwc~,

    H ucq~ucnworh g`~ uq`nc~~`~ olwcql`~ gcrc ~cq sdh u`lwc clwqc h

    ucq~ucnworh g` nioclwcbolhlncoqh c h ucq~ucnworh g` huqclgo{hg`) hwqhr~ gc sd

    n`lkslw` gc n`lmcnodclw`~ xsc gcrc ~cq n`i`nhg` cd b`n`, Oln`qu`qh wcdh~

    r`iwhg`~ jc~w` c wonh lh n`lgs` gc uq`nc~~`~) h n`lwq`ic c n`duiohlnc) hid

    g` jcqclnohdclw` gc qo~n`) olnis~orc ~`no`hdaoclwhi,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    6/20

    2RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    Bojsqh >; H nhgcoh gc rhi`qc~ g`~ uq`nc~~`~ olwcql`~

    B`lwc; ^OL@WWO) K`~, Ahihlncg ^n`qcnhqg; sd qc~sd` g`~ uqolnouho~ n`lncow`~,zzz,wcqqhb`qsd,n`d,aq) 155],

    1,7 H UCQ^UCNWORH G@ HUQCLGO[HG@ C NQC^NODCLW@

    Ucq~ucnworh xsc b`qlcnc w`g` ` ~su`qwc uhqh xsc `~ `akcwor`~ c h~

    dcwh~ gh~ gcdho~ ucq~ucnworh~ ha`qghgh~ ucih `qjhlo{h` ~ckhd hwoljog`~, `

    n`lkslw` gc `akcwor`~ c olgonhg`qc~ xsc ~c qcihno`lhd xshiobonh` uq`bo~~o`lhi)

    xshioghgc gc rogh c h` qc~ucow` olgorogshioghgc c ~hwo~bh` g`~ bslno`lqo`~,

    Oln`qu`qh wcdh~ n`d`; olrc~wodclw` cd nhuhnowh`) qcdslcqh`) qcn`lmcnodclw`

    c d`worh`, Gc hn`qg` n`d Fhuihl c L`qw`l -8??2/ c~wh ucq~ucnworh g` A^N

    gc~clr`irc `akcwor`~ c dcgogh~ uhqh `qoclwhq ` huqclgo{hg` c ` nqc~nodclw`

    `qjhlo{hno`lhi, @~ `akcwor`~ c~whacicnog`~ lh~ ucq~ucnworh~ bolhlncoqh) g` nioclwc c

    g`~ uq`nc~~`~ olwcql`~ qcrcihd `lgc h cduqc~h gcrc gc~whnhq$~c uhqh `awcq

    gc~cduclm` c}ncuno`lhi) hboqdhd, Uhqh Fhuihl c L`qw`l -8??2/;

    @ huqclgo{hg` c nqc~nodclw` ~` h~ucnw`~$nmhrc u`qxsc b`qdhd hah~c gh dcim`qoh gh xshioghgc c gh ol`rh`, Sdh cduqc~h u`gcbslno`lhq dsow` acd g` u`lw` gc ro~wh bolhlncoq`) wcq a`h~ qcihc~n`d `~ nioclwc~ c n`lwhq n`d c}nciclwc~ uq`nc~~`~) dh~ ~c `swqhcduqc~h `aworcq rhlwhjcl~ ~cdcimhlwc~) o~~` gc lhgh hgohlwhq,

    Xscq` go{cq n`d o~~` xsc l` ~c gcrc bonhq hn`d`ghg` n`d `gc~cduclm` hwshi) holgh xsc ~ckh ~hwo~bhwqo`, odu`qwhlwc xsc `~c}cnswor`~ clwclghd xsc ~cq` ~sucqhg`~ uci`~ n`ln`qqclwc~ ~c l`dsghqcd c hucqbco`hqcd ~sh hwsh` n`lwolshdclwc) c dho~qhuoghdclwc g` xsc cic~, N`lrd ghq$~c n`lwh gc xsc h b`lwc gcnqc~nodclw` c huqclgo{hg` ~` `~ bslno`lqo`~ gh cduqc~h $ ~`dclwcjqhh~ h cic~ u`~~rci n`lwolshq dcim`qhlg` h~ `ucqhc~,

    Wq~ nhwcj`qoh~ a~onh~ gcrcd ~cq `a~cqrhgh~ uhqh ~c hwoljoq `

    ~snc~~` uicl` lc~wh ucq~ucnworh;

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    7/20

    :RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    $ Nhuhnoghgc g`~ bslno`lqo`~, Nhuhnowh` h~ucnw` bslghdclwhi, ^`

    lcnc~~qoh~ dsghlh~ n`du`qwhdclwho~ uhqh xsc h~ nhuhnoghgc~ c mhaoioghgc~ g`~

    bslno`lqo`~ n`lwqoashd n`d `~ `akcwor`~ gh cduqc~h6

    $ Nhuhnoghgc g`~ ~o~wcdh~ gc olb`qdh`6

    $ D`worh`) cdu`zcqdclwc hiolmhdclw`,

    Fhuihl -8??=/ hboqdh xsc Hwshidclwc lcnc~~qo` xsc h

    `qjhlo{h` n`lwc n`d uc~~`h~ gc jqhlgc nhuhnoghgc olwcicnwshi, V,,,T h b`lwc gc

    nqc~nodclw` c huqclgo{hg` ~` `~ bslno`lqo`~ gh cduqc~h ~`dclwc jqhh~ h cic~

    u`~~rci n`lwolshq dcim`qhlg` h~ `ucqhc~,

    Whacih 8; Qc~sd` gh~ ucq~ucnworh~ g` A^NUCQ^UCNWORH UQ@U@^WH^

    Bolhlncoqh R`iwhgh uhqh `~ qc~siwhg`~ uqc~clwc~

    Nioclwc c Uq`nc~~`~ Olwcql`~ Hiolmhq ` uqc~clwc h` bswsq`

    Huqclgo{hg` c Nqc~nodclw` As~nh ~`isc~ uhqh ` u`~ono`lhdclw` bswsq` gh cduqc~hB`lwc; HOCN) H~~`noh` Olwcqlhno`lhi gc Cgsnh` N`lwolshgh, Olwciojlnoh N`ducwoworh, Aqh~ioh;155>,

    Uhqh uq`u`qno`lhq sdh nhgcoh nqc~nclwc gc rhi`q ` Ahihlncg

    ^n`qcnhqg gcrc n`dchq gc aho}` uhqh nodh) `s ~ckh) gh ucq~ucnworh g`huqclgo{hg` c nqc~nodclw` uhqh `~ uq`nc~~`~ olwcql`~) nioclwc~ c bolhlh~,

    Bojsqh 7; @ dhuh gh c~wqhwjoh ~cjslg` ` A^N

    B`lwc; NMOHRCLHW@) Oghiacqw`, Cduqcclgcg`qo~d` Ghlg` H~h~ h` C~uqow` Cduqcclgcg`q, ^`Uhsi`; ^hqhorh) 155:,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    8/20

    =RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    > JC^W@ G@ N@LMCNODCLW@ C HUQCLGO[HJCD LH^ @QJHLO[HC^

    @ uq`nc~~` g` n`lmcnodclw` `qjhlo{hno`lhi uhqwc gh~ uc~~`h~) u`o~

    ~` cih~ xsc huqclgcd c u`~~oaoiowhd ~ `qjhlo{hc~ huqclgcqcd, H nhuhnoghgc

    gc huqclgcq) qcwcq c qcuh~~hq n`lmcnodclw`~ uci`~ olgorgs`~ n`l~ogcqhgh ucih~

    `qjhlo{hc~ n`d` hwor`~ olwhljrco~, Xshlw` dho~ n`lmcnodclw`) dho~ nmhlnc~

    gh~ cduqc~h~ clbqclwhqcd h~ hgrcq~oghgc~ c gc~hbo`~ cd xsc c~w` ~sadcwogh~ l`

    hdaoclwc `lgc hwshd,

    Jc~w` g` N`lmcnodclw` sd uq`nc~~` ~o~wcdwon`) hqwonsihg` c

    olwclno`lhi) hu`ohg` lh jcqh`) n`gobonh`) go~~cdolh` c huq`uqoh` gc

    n`lmcnodclw`~) n`d ` uq`u~ow` gc hwoljoq h c}ncilnoh `qjhlo{hno`lhi,

    ^cjslg` Bhqoh -1552/ h jc~w` g` n`lmcnodclw` c~wsghgh h uhqwoq

    gc gobcqclwc~ ha`qghjcl~ c n`lncuc~, Wcd ~og` nhqhnwcqo{hgh n`d` sd uq`nc~~`

    ~o~wcdwon` hg`whg` ucih~ `qjhlo{hc~) l` ~clwog` gc as~nhq b`qdh~ gc n`icwhq)

    `qjhlo{hq) hlhio~hq c c~wodsihq ` n`duhqwoimhdclw` clwqc h~ uc~~`h~ h bod gc

    hinhlhq ~cs~ `akcwor`~ c~wqhwjon`~,

    >,8 N@LNCOW@^ BSLGHDCLWHO^

    Ghg` sd bhw` qcihwor` h hij`) l`qdhidclwc qcjo~wqhg`) xsc l`

    ucqdowc hwqhr~ gh `a~cqrh` o~`ihgh) xshixscq wou` gc n`lnis~`, ^` `~

    ldcq`~) ~da`i`~) uhihrqh~) b`w`~ b`qh gc sd n`lwc}w`,

    Olb`qdh` ~` `~ ghg`~ xsc u`~~scd ~ojlobonhg`) gclwq` gc sd

    n`lwc}w`) olwcquqcwhg`~ c n`duqcclgog`~,@ n`lmcnodclw` u`gc ~cq n`l~ogcqhg` olb`qdh` n`d sd uq`u~ow`

    `s sdh swoioghgc, h olwcquqcwh` gh olb`qdh`) `s ~ckh) ~` h~ olb`qdhc~

    uq`nc~~hgh~ gc b`qdh cd`no`lhi) n`jloworh c cduqonh uci` olgorgs`, h

    nhuhnoghgc) hgxsoqogh u`q hijsd) gc olwcquqcwhq c `ucqhq sd n`lkslw` gc

    olb`qdhc~,

    N`rcy -8?=?/ gcbolc n`lmcnodclw` n`d` ` uhqhgojdh wcqon`) `

    xsc bh{cq c ` u`qxs, H nhuhnoghgc ` n`d` bh{cq, C h r`lwhgc h d`worh`) `

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    9/20

    ?RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    gc~ck` gc bh{cq, N`lmcnodclw` l` ~oduic~dclwc hndsi` gc olb`qdhc~) dh~

    ~sh wqhl~b`qdh`, h h` n`d ah~c lh olb`qdh`,

    >,1 HXSO^O@ G@ N@LMCNODCLW@

    H hxso~o` gc l`r`~ n`lmcnodclw`~) ` gc~clr`irodclw` gc

    n`ducwlnoh~ c h dsghlh gc n`du`qwhdclw` uci`~ olgorgs`~ u`gcd ~cq gcbolog`~

    gc b`qdh qc~sdogh n`d` uq`nc~~` gc huqclgo{hjcd,

    Bojsqh 3; @ uq`nc~~` gc hxso~o` g` n`lmcnodclw`,

    B`lwc; HOCN) H~~`noh` Olwcqlhno`lhi gc Cgsnh` N`lwolshgh, WC Jc~w` g` N`lmcnodclw`,Aqh~ioh; 155>,

    C}o~wc sdh ~cuhqh` clwqc n`lmcnodclw` c huqclgo{hg`)

    c~ucnohidclwc lh iowcqhwsqh gh qch gc jc~w`) xsc `~ wqhwh n`d` nhwcj`qoh~ go~wolwh~

    c olgcuclgclwc~, L` clwhlw`) hijsl~ hsw`qc~ hnqcgowhd xsc h~ gsh~ nhwcj`qoh~

    bh{cd uhqwc gc sd dc~d` bcldcl`) u`o~ ` n`lmcnodclw` u`gc holgh ~cq

    huqclgog` n`d` sd uq`nc~~` `s n`d` sd uq`gsw` gh huqclgo{hjcd,

    Bicsqy c @iorcoqh Kq, -1551/ husg Bhqoh -1552/ qcihno`lhd

    n`lmcnodclw`~ n`d huqclgo{hjcd) c gc~whnhd xsc ` n`lmcnodclw` gh `qjhlo{h`

    gcn`qqc gh~ olwcqhc~ l` hdaoclwc gc lcjno`~ c hgxsoqog` l` uq`nc~~` gc

    huqclgo{hjcd,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    10/20

    85RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    C}o~wcd gsh~ n`qqclwc~ wcqonh~ xsc ~s~wclwhd `~ uqolnouho~

    d`gci`~ gc huqclgo{hjcd;

    $@ d`gci` acmhro`qo~wh; b`n` l` n`du`qwhdclw`) `a~cqrrci c dcl~sqrci, C~wsg`

    gh~ qcihc~ clwqc crclw`~ c~wodsihg`qc~) qc~u`~wh~ c n`l~cxlnoh~,

    $@ d`gci` n`jlowor`; dho~ haqhljclwc g` xsc ` acmhro`qo~wh) c}uionhlg` dcim`q

    bcldcl`~ dho~ n`duic}`~ n`d` h huqclgo{hjcd gc n`lncow`~ c ~`is` gc

    uq`aicdh~, Swoio{h ghg`~ `akcwor`~) n`du`qwhdclwho~ c ~sakcwor`~) icrhlg` cd

    n`l~ogcqh` h~ nqclh~ c ucqncuc~ g`~ olgorgs`~ xsc olbisclnohd ` ~cs

    uq`nc~~` gc ha~`q` gh qchioghgc,

    lcnc~~qo` go~woljsoq `~ lrco~ cd xsc ` uq`nc~~` gc

    huqclgo{hjcd `qjhlo{hno`lhi u`gc `n`qqcq, Olonoh l` lrci g` olgorgs` gcu`o~ u`gc

    uh~~hq h n`l~wowsoq$~c cd sd uq`nc~~` ~`nohi c n`icwor`) hn`lwcnclg` l` lrci gc

    jqsu`) xshlg` hn`lwcnc ` n`duhqwoimhdclw` gc n`lmcnodclw`~ c nqclh~, Lh

    `qjhlo{h` `n`qqc xshlg` ` uq`nc~~` gc huqclgo{hjcd olgorogshi c h

    n`duqccl~` jqsuhi w`qlhd$~c ol~wowsno`lhio{hg`~ c hnhahd ~clg` c}uqc~~`~

    hwqhr~ gc c~wqswsqh~) qcjqh~) uq`ncgodclw`~ c cicdclw`~ ~odaion`~,

    Gc hn`qg` n`d Bicsqy " Bicsqy -1555/) husg Q`dhl{olo cw hi) h~

    `qjhlo{hc~ gc~clr`ircd dcdqoh~ xsc qcwd c qcnsucqhd olb`qdhc~,Gc~wh b`qdh h~ dsghlh~ cd uq`nc~~`) c~wqswsqh~ c

    n`du`qwhdclw`~ u`gcd ~cq olgonhg`qc~ gc huqclgo{hjcd) h~~od n`d` h

    u`~~oaoioghgc g` n`lmcnodclw` ~cq qcnsucqhg` uci`~ dcdaq`~ gh `qjhlo{h`,

    >,1,8 D`gci` gc n`lrcq~` gc n`lmcnodclw` wnow` cd c}uinow`

    @~ hsw`qc~ gh Wc`qoh gh Nqoh` g` N`lmcnodclw` @qjhlo{hno`lhi)

    `~ khu`lc~c~ Mof`koq` L`lhfh c Moq`whfh Whfcsnmo) gorogcd ` uq`nc~~` gc hxso~o`

    gc n`lmcnodclw` `qjhlo{hno`lhi cd gsh~ godcl~c~; cuo~wcd`ijonh c `lw`ijonh,

    H~ godcl~c~ cuo~wcd`ijonh~ g` n`lmcnodclw` ~`; n`lmcnodclw`

    wnow` c n`lmcnodclw` c}uinow`,

    @ n`lmcnodclw` wnow` hxscic xsc ~c hgxsoqc ucih c}ucqolnoh)

    `a~cqrh` c n`duhqwoimhdclw` g`~ olgorgs`~ clr`irog`~ l` uq`nc~~`, ` ~hacq~sakcwor`,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    11/20

    88RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    @ n`lmcnodclw` c}uinow` ` cln`lwqhg` c wqhl~dowog` gc dhlcoqh

    b`qdhi) qcjo~wqhg` hwqhr~ gc l`qdh~) dhlsho~) ico~) ngoj`~) cwn, L` c}ojc

    lcnc~~hqohdclwc n`lwhw` uc~~`hi,

    Bojsqh 2; D`gci` gc Hxso~o` gc N`lmcnodclw` gc L`lhfh c Whfcsnmo

    B`lwc; Hghuwhg` gc L@LHFH) O, c WHFCSNMO) M, Wmc Fl`zicgjc nqchwolj n`duhly, Lcz _`qf;@}b`qg Uqc~~) 8??3, U, 21 husg@Q^O) Hgcdhq, 1557

    @~ hsw`qc~) hu~ hlhio~hqhd ` uq`nc~~` gc nqoh` g`

    n`lmcnodclw` lh~ cduqc~h~ khu`lc~h~) gcd`l~wqhqhd xsc h nqoh` c hndsi` gc

    n`lmcnodclw` cd lrci `qjhlo{hno`lhi `n`qqcd u`q dco` gc sd uq`nc~~` xsc

    gcl`dolhqhd c~uoqhi g` n`lmcnodclw`) hwqhr~ gc xshwq` bh~c~ go~wolwh~;

    ~`nohio{h`) c}wcqlhio{h`) olwcqlhio{h` c n`daolh`, C~~h~ bh~c~ gcrcd

    ~sncgcq$~c) ololwcqqsuwhdclwc) qc~siwhlg` cd nqoh` gc n`lmcnodclw`,

    Whacih 1; D`g`~ gc n`lrcq~` g` n`lmcnodclw` lh~ `qjhlo{hc~

    ^`nohio{h`Uh~~hjcd g` N`lmcnodclw` Wnow` uhqh ` N`lmcnodclw` Wnow`, `n`duhqwoimhdclw` gc c}ucqolnoh~) hwqhr~ gc `a~cqrh`) odowh` cuqwonh,

    C}wcqlhio{h` ` n`lmcnodclw` n`lncowshi h wqhl~do~~` gc n`lmcnodclw`~ wnow`~cd c}uinow`~) hwqhr~ gh ioljshjcd) gh c~nqowh c gh qcbic}`,

    N`daolh` ` n`lmcnodclw` ~o~wdon`, @~ n`lncow`~ ~` c~wqswsqhg`~ cd sd~o~wcdh gc n`lmcnodclw` u`q dco` gh n`daolh` gc gobcqclwc~

    n`lkslw`~ gc n`lmcnodclw` c}uinow`,

    Olwcqlhio{h` ` n`lmcnodclw` `ucqhno`lhi, Oln`qu`qh` g` N`lmcnodclw` C}uinow`cd N`lmcnodclw` Wnow`, C~w qcihno`lhg` h` huqclgcq bh{clg`,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    12/20

    81RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    xshlg` ~` olwcqlhio{hgh~ uci`~ olgorgs`~ h~ c}ucqolnoh~ u`q dco` gh~`nohio{h`) c}wcqlhio{h` c n`daolh`

    B`lwc; Hghuwhg` gc L@LHFH) O, c WHFCSNMO) M, Wmc Fl`zicgjc nqchwolj n`duhly, Lcz _`qf;@}b`qg Uqc~~) 8??3, husgD`qhc~ 155=

    L`lhfh c Whfcsnmo d`~wqhd xsc lh godcl~` `lw`ijonh `

    n`lmcnodclw` ~ho g` lrci olgorogshi) uh~~hlg` ucih cxsouc) ~clg` nqohg` l` lrci

    gh `qjhlo{h` c clwqc `qjhlo{hc~,

    >,1,1 D`gci` gc hxso~o` c n`lrcq~` gc n`lmcnodclw`

    Sd d`gci` hiwcqlhwor` h` hlwcqo`q ` g`~ aqh~oicoq`~ Nci~` Iso{

    Whnih c Uhsi` Lcjqcoq`~ Bojscoqcg` xsc) cd 155> usaionhqhd ` hqwoj` Uq`nc~~`~ gc

    Huqclgo{hjcd c Hnsdsih` gc N`ducwlnoh~ Wcnl`ijonh~; Croglnoh~ gc sdh

    Cduqc~h gc Acl~ gc Nhuowhi l` Aqh~oi lh Qcro~wh gc Hgdolo~wqh`

    N`lwcdu`qlch, @ c~wsg` gcs `qojcd h` d`gci` gc hxso~o` c n`lrcq~` gc

    n`lmcnodclw` xsc n`lwcduih g`o~ uq`nc~~`~ go~wolw`~; h hxso~o` gc n`lmcnodclw`

    uci`~ olgorgs`~) nih~~obonhgh cd olwcqlh c c}wcqlh) c n`lrcq~` g` n`lmcnodclw`olgorogshi cd `qjhlo{hno`lhi) gorogogh cd ~`nohio{h` c n`gobonh`,

    Bojsqh :; D`gci` gc Hxso~o` gc N`lmcnodclw` c N`lrcq~` gcN`lmcnodclw` gc Whnih c Bojscoqcg`

    B`lwc; WHNIH) N, c BOJSCOQCG@) U,L, Uq`nc~~`~ gc huqclgo{hjcd c hnsdsih` gc n`ducwlnoh~wcnl`ijonh~; croglnoh~ gc sdh cduqc~h gc acl~ gc nhuowhi l` Aqh~oi, Qcro~wh gc Hgdolo~wqh`N`lwcdu`qlch) r:) l,>) u, 858$812) 155>, husgLQO^) K,^, c I@O@IH) C,) 1552Whacih >; D`g`~ gc hxso~o` c n`lrcq~` g` n`lmcnodclw` lh~ `qjhlo{hc~

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    13/20

    8>RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    Hxso~o` gc N`lmcnodclw` N`lrcq~` gc n`lmcnodclw`

    N`lmcnodclw`c}wcql`

    Gorogc$~c cd b`qdhi colb`qdhi, @ uqodcoq` ~` `~uq`jqhdh~ gc WG"C)~o~wcdhwo{hg`~ cc~wqswsqhg`~) `akcworhlg` huq`d`` g`~ uq`nc~~`~ gchxso~o`) dhlswcl` cjclcqhio{h` gcn`lmcnodclw`~) mhaoioghgc~c hwowsgc~,

    @ ~cjslg` `n`qqc xsh~c~cduqc gc dhlcoqh l`$c~wqswsqhgh, ` huqclgcqbh{clg`) huqclgcq ucih

    hlio~c gc gc~cduclm`)huqclgcq uci` wqcolhdclw`)huqclgcq n`d h dsghlh)huqclgcq ucih uc~xso~h chuqclgcq uci` s~`,

    ^`nohio{h`

    h huq`uqoh` g`n`lmcnodclw` u`q nqnsi`~nhgh rc{ dho~ hdui`~ gcn`iha`qhg`qc~ gh `qjhlo{h`, h d`ighjcd g` olgorgs` ~lcnc~~oghgc~ gh cduqc~h,

    N`lmcnodclw`olwcql`

    As~nh u`q n`lmcnodclw`b`qh gh `qjhlo{h`, `huqclgo{hg` ucih odowh`)ucih olwcqh` c ucihn``ucqh`, Swoio{h$~cc~ucnohio~wh~) n`l~siw`qc~)wqcolhdclw` c}wcql`)n`ljqc~~`~) ~cdolqo`~)olwcqh` n`d nioclwc~ cb`qlcncg`qc~, C}o~wc hu`~~oaoioghgc gc rh{hdclw`gc olb`qdhc~ cn`lmcnodclw`~ c~wqhwjon`~uhqh b`qh gh `qjhlo{h`,

    N`gobonh`

    Uq`nc~~` gc nqoh` gcuq`ncgodclw`~ c q`wolh~`qjhlo{hno`lho~) qcuqc~clwhlg`h~ ~`isc~ `qjhlo{hno`lho~xsc b`qhd wc~whgh~ chuq`rhgh~,

    @~ uq`nc~~`~ gc n`gobonh`hnhahd uq` qcuqc~clwhqwhdad uq`nc~~`~ gc~`nohio{h`) u`o~ c}o~wc wq`nhgc c}ucqolnoh~ uci`~olgorgs`~ clr`irog`~,

    B`lwc; Hghuwhg` gc WHNIH) N, c BOJSCOQCG@) U,L, Uq`nc~~`~ gc huqclgo{hjcd c hnsdsih` gcn`ducwlnoh~ wcnl`ijonh~; croglnoh~ gc sdh cduqc~h gc acl~ gc nhuowhi l` Aqh~oi, Qcro~wh gcHgdolo~wqh` N`lwcdu`qlch) r:) l,>) u, 858$812) 155>, husgLQO^) K,^, c I@O@IH) C,) 1552

    >,> HA@QGHJCL^ UQWONH^

    >,>,8 D`gci` gc c~wqswsqh` g` uq`nc~~` gc Jc~w` g` N`lmcnodclw`

    Zclgo Asq`zow{ c Qswm Zoiiohd~) n`l~siw`qh~ l`qwc$hdcqonhlh~ gh

    UqoncZhwcqm`s~cN``ucq~) uq`ucd sd d`gci` gc c~wqswsqh` g` uq`nc~~` gc

    jc~w` g` n`lmcnodclw`) cd xsc `~ cicdclw`~ g` uq`nc~~` gcrhd ~cq jcqog`~ cd

    qcih` sl~ h`~ `swq`~) gc whi b`qdh h `awcq h do~wsqh c xshlwoghgc n`qqcwh gcn`lmcnodclw`) acd n`d` h nhuhnoghgc uhqh go~wqoas$i`, @ d`gci` sdh b`qdh

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    14/20

    87RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    ~oduiobonhgh gc ucl~hq n`d` h~ `qjhlo{hc~ jcqhd) dhlwd c go~ucd gc

    n`lmcnodclw` hgcxshg` uhqh h jcqh` gc rhi`q, C~w gorogog` cd g`o~ uq`nc~~`~; `

    wwon` c ` c~wqhwjon`,

    @ uq`nc~~` wwon` n`lwd xshwq` uh~~`~ a~on`~; n`lb`qdc h~

    uc~~`h~ qclcd h olb`qdh` -uq`nc~~` @AWCLMH/ gc xsc lcnc~~owhd uhqh ` ~cs

    wqhahim` goqo`) swoio{hd ` n`lmcnodclw` uhqh jcqhq rhi`q -uq`nc~~` S^C/) huqclgcd

    n`d ` xsc nqohqhd -uq`nc~~` HUQCLGH/ c) bolhidclwc) gcr`ircd c~~c

    n`lmcnodclw` uhqh ` ~o~wcdh -uq`nc~~` N@LWQOASH/) uhqh xsc `swq`~ ` swoio{cd

    xshlg` haqhhd `~ ~cs~ uquqo`~ uq`aicdh~, Nhgh uh~~` qcxscq h uhqwonouh` gc

    w`g`~ lh `qjhlo{h` cd hijsd jqhs,

    H dcwh l` uq`nc~~` c~wqhwjon` ` hiolmhdclw` gh c~wqhwjoh gc

    n`lmcnodclw` gh `qjhlo{h` n`d h c~wqhwjoh jcqhi gc lcjno`~, H jc~w` g`

    n`lmcnodclw`) cd lrci c~wqhwjon`) c}ojc sdh hrhioh` n`lwlsh g` nhuowhi

    olwcicnwshi c}o~wclwc -uq`nc~~` HRHIOC/ c sdh n`duhqh` n`d lcnc~~oghgc~

    bswsqh~ -uq`nc~~` N@L^WQSH c DHLWCLMH/, @ gc~u`khdclw` gc n`lmcnodclw`

    xsc gco}`s gc jcqhq ` rhi`q c~ucqhg` uhqh h `qjhlo{h` ` uq`nc~~` GC^NHQWC,

    Bojsqh =; C~wqswsqh` g` uq`nc~~` gc jc~w` g` n`lmcnodclw` ~cjslg`Asf`zow{ c Zoiiohd~

    B`lwc; ASF@ZOW[) Z,Q, c ZOIIOHD^) Q,I, Dhlshi gc jc~w` g` n`lmcnodclw`; bcqqhdclwh~ cwnlonh~ xsc nqohd rhi`q uhqh h cduqc~h, U`qw` Hicjqc; A``fdhl) 1551, husgD`qhc~ 155=,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    15/20

    83RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    N`lb`qdc Asq`zow{ c Zoiiohd~ -1551/ V,,,T sd g`~ dho`qc~ gc~hbo`~

    g` uq`bo~~o`lhi gc jc~w` g` n`lmcnodclw` cln`lwqhq dhlcoqh~ gc gcqorhq rhi`q gc

    sd qcnsq~` xsc) hid gc l` u`gcq ~cq uq`uqocghgc) n`d bqcxlnoh) cbdcq`,

    >,>,1 H~ `qjhlo{hc~ gc huqclgo{hjcd

    Gc hn`qg` n`d ` Ucwcq ^cljc -1555/ h qc~u`~wh h`~ gc~hbo`~ g`

    dcqnhg` n`ducwowor` c cd ucqdhlclwc wqhl~b`qdh` c~w cd sdh l`rh b`qdh

    ~o~wdonh gc ucl~hdclw`) clr`irclg` diwouih~ ro~c~ gc dslg` c cd sdh

    cgsnh` ucqdhlclwc) xsc uq`d`rh ` ~cq msdhl` cd ~cs gc~clr`irodclw`

    uc~~`hi c uq`bo~~o`lhi,

    H b`qdh n`d` h~ cduqc~h~ gcrcd hghuwhq$~c h sd dslg` n`d

    sdh nqc~nclwc n`duic}oghgc c dsghlh~ h ah~c gc ~cs~ c~wsg`~, Hboqdh xsc h

    `qjhlo{h` c ~cs~ dcdaq`~ gcrcd oln`qu`qhq h~ noln` go~nouiolh~ gc

    huqclgo{hjcd; dhc~wqoh uc~~`hi) d`gci`~ dclwho~) ro~` n`duhqwoimhgh)

    huqclgo{hjcd cd cxsouc c ucl~hdclw` ~o~wdon`, Lc~wh wc`qoh) h ro~`) `~

    `akcwor`~ c `~ ~o~wcdh~ ~` cicdclw`~ bslghdclwho~, ^cljc -1555/ hboqdh xsc `~

    jc~w`qc~ gcrcd cln`qhkhq `~ cduqcjhg`~ h c~whqcd hacqw`~ h l`rh~ ogoh~) h

    n`dslonhq hacqwhdclwc) h ucqncacq n`d` xsc h cduqc~h bslno`lh) h nqohq sdh

    ro~` n`icworh c h wqhahimhq n`lkslwhdclwc) gc b`qdh h hwoljoqcd `~ ~cs~ `akcwor`~,

    Lh iowcqhwsqh gh qch gc jc~w`) cduqc~h~ xsc uq`u`~owhghdclwc

    gc~clr`ircd c~wqhwjoh~ uhqh jcqoq ` n`lmcnodclw`) `s c~wqswsqh~ uhqh olnqcdclwhq

    h huqclgo{hjcd `qjhlo{hno`lhi) wd ~og` gcl`dolhgh~ gc `qjhlo{hc~ xsc

    huqclgcd `s `qjhlo{hc~ gc huqclgo{hjcd,

    ^cjslg` ^cljc -1555/) ` ~ojlobonhg` a~on` gc sdh `qjhlo{h`

    xsc huqclgc sdh `qjhlo{h` xsc n`lwolshdclwc c}uhlgc ~sh nhuhnoghgc gc

    nqohq ~cs bswsq`, @ g`dlo` gh dsghlh ucqdhlclwc ` xsc ucqdowc `qjhlo{h`

    ~cq uq$hworh) ~cjslg` ` hsw`q, Gcuclgc gh olwcq$qcih` clwqc mhaoioghgc~ c

    nhuhnowhc~) ucqncuc~ c ~cl~oaoioghgc~) c hwowsgc~ c nqclh~, H dsghlh w`qlh$

    ~c sd d`w`q n`lwls`,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    16/20

    82RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    Whacih 7; H~ noln` go~nouiolh~ g` huqclgo{hg` `qjhlo{hno`lhi

    Dhc~wqoh uc~~`hi

    Clwclgogh n`d` h go~nouiolh xsc u`~~oaoiowh huq`bslghq c c~nihqcncq `

    `akcwor` olgorogshi c h qchioghgc g` d`dclw`) ~clg` n`l~ogcqhgh

    bslghdclwhi uhqh h~ `qjhlo{hc~ gh huqclgo{hjcd) xsc ~ huqclgcdn`d uc~~`h~ xsc huqclgcd,

    D`gci`~ Dclwho~

    ^` odhjcl~ clqho{hgh~ xsc olbisclnohd ` l`~~` d`g` gc rcq ` dslg`,

    Lh qch hgdolo~wqhworh whdad `a~cqrhd`~ d`gci`~ dclwho~) xsc

    oducgcd ol`rhc~ c huqclgo{hg`) w`qlhlg`$~c lcnc~~qo` qcr$i`~) u`q

    dco` g` qhno`nlo` ~o~wdon`) xsc qcn`lmcnc uhgqc~ gc dsghlh cd

    i`lj` uqh{`,

    Ro~` n`duhqwoimhgh

    Qcbcqc$~c h`~ `akcwor`~) rhi`qc~ c n`duq`do~~`~ n`duhqwoimhg`~ uci`~

    dcdaq`~ gc w`gh `qjhlo{h`) qcslolg`$`~ cd w`ql` gc sdh do~~`,

    Huqclgo{hjcd cd

    cxsouc

    H sloghgc bslghdclwhi gc huqclgo{hjcd lh~ `qjhlo{hc~ d`gcqlh~

    ` jqsu` c l` `~ olgorgs`~, Lc~wc qhno`nlo`) h cduqc~h ~ wcd

    nhuhnoghgc gc huqclgcq ~c whdad `~ jqsu`~ b`qcd nhuh{c~ gc

    huqclgcq,

    Ucl~hdclw` ~o~wdon`Oduionh wcq h ro~` g` w`g`) qcn`lmcnclg` xsc c~wc u`gc ~cq dho`q xsc

    h ~`dh gc ~sh~ uhqwc~,

    B`lwc; HOCN) H~~`noh` Olwcqlhno`lhi gc Cgsnh` N`lwolshgh, WC Jc~w` g` N`lmcnodclw`,Aqh~ioh, 155>,

    H gcbolo` gc Ucwcq ^cljc -8??5/ uhqh h~ `qjhlo{hc~ xsc

    huqclgcd ~` hxscih~ `lgc h~ uc~~`h~ c}uhlgcd ~sh~ nhuhnoghgc~

    n`lwolshdclwc) `akcworhlg` nqohq `~ qc~siwhg`~ gc~ckhg`~) `lgc l`r`~ ~o~wcdh~ ~`

    jcqhg`~ c h huqclgo{hjcd n`lwolshgh qchio{hgh gc b`qdh n`icworh, ^` hxscih~

    `qjhlo{hc~ xsc hduiohd h nhuhnoghgc gc nqohq,

    H huqclgo{hjcd `qjhlo{hno`lhi sd uq`nc~~` xsc ucqdowc `gc~clr`irodclw` c h dsghlh g` ~o~wcdh gc rhi`qc~ c n`lmcnodclw`~) dcim`qhlg`

    h~ nhuhnoghgc~ g`~ olgorgs`~ gc b`qdh n`icworh) hwqhr~ gc sd noni` olwcl~` gc

    huqclgo{hg`,

    Whacih 3; Cicdclw`~ g` noni` gc huqclgo{hg`L`rh~ mhaoioghgc~ c

    nhuhnoghgc~

    Hjqsuhgh~ cd h~uoqh`) qcbic}` c n`lrcq~`) c n`lncowsh`,

    ` bh{cq n`o~h~ xsc l` ~c u`goh bh{cq hlwc~,

    L`rh~ ucqncuc~ c L`rh ro~` gc dslg` hwqhr~ gh dsghlh g` d`gci` dclwhi,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    17/20

    8:RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    ~cl~oaoioghgc~

    L`r`~ u`lw`~ gc ro~wh c

    nqclh~

    H~~odoih` gc l`rh~ ucqncuc~ c h dsghlh gc u`lw` gc ro~wh c

    nqclh~,B`lwc; ^CLJC) Ucwcq CW HI, H Xsolwh Go~nouiolh; nhgcql` gc nhdu`) Qo` gc Khlcoq`; Xshiowydhqf)8??:, husgD`qhc~ 155=,

    ^cljc holgh uq`uc sdh hqxsowcwsqh `qjhlo{hno`lhi wclg` cd ro~wh h

    gobonsighgc gc olonohq c~wc noni` gc huqclgo{hg` uq`bslg`) xsc ~c n`l~wowso l` g`dlo`

    gc h` gc~wc huqclgo{hg` c rohaoio{h h dsghlh nsiwsqhi lcnc~~qoh,

    Whacih 2; Cicdclw`~ gh hqxsowcwsqh `qjhlo{hno`lhiOgoh~ L`qwchg`qh~ N`dchd n`d h gcbolo` gh ro~`) rhi`qc~ c uq`u~ow`,

    Wc`qoh~) dw`g`~ c

    bcqqhdclwh~

    H n`l~wqs` g` n`lmcnodclw` hwqhr~ gh huqclgo{hjcd c}ojc h

    ~olcqjoh gc~wc~ wq~ cicdclw`~,

    Ol`rhc~ lh olbqh$c~wqswsqhDco` uci` xshi h `qjhlo{h` go~u`q `~ qcnsq~`~ uhqh hu`ohq h~

    uc~~`h~ lh dsghlh nsiwsqhi lcnc~~qoh,

    B`lwc; ^CLJC) Ucwcq CW HI, H Xsolwh Go~nouiolh; nhgcql` gc nhdu`) Qo` gc Khlcoq`; Xshiowydhqf)

    8??:, husgD`qhc~ 155=,

    ^cljc -8??:/ hboqdh xsc huqclgcqcd `qjhlo{hc~ ~ojlobonh wc~whq

    n`lwolshdclwc l`~~h c}ucqolnoh) c wqhl~b`qdhq c~~h c}ucqolnoh cd n`lmcnodclw`

    hnnc~~rci h w`gh h `qjhlo{h`) c ucqwolclwc h` ~cs uq`u~ow` nclwqhi,

    Bojsqh ?;Uq`nc~~` gc huqclgo{hjcd `qjhlo{hno`lhi lh `qjhlo{h` xschuqclgc

    B`lwc; ^CLJC) Ucwcq CW HI, H Xsolwh Go~nouiolh; nhgcql` gc nhdu`, Qo` gc Khlcoq`; Xshiowydhqf)8??:, husgD`qhc~ 155=,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    18/20

    8=RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    N@L^OGCQHC^ BOLHO^

    N`d ah~c l` c~wsg` `qh huqc~clwhg`) qchio{hg` h uhqwoq g`

    qcbcqclnohi wcqon` c}o~wclwc ~`aqc ` Ahihlncg ^n`qcnhqg) h Jc~w` g`

    N`lmcnodclw` c h Huqclgo{hjcd @qjhlo{hno`lhi) u`~~rci c~whacicncq sd

    n`lkslw` gc hboqdhc~ c h uq`u`~o` gc sdh hjclgh gc uc~xso~h,

    ` Ahihlncg ^n`qcnhqg hiwcqlhworh d`gcqlh uhqh h~ hlwojh~ b`qdh~ gc

    hrhioh` c dcgo` gh~ `qjhlo{hc~) ah~chgh~ slonhdclwc l` h~ucnw`

    bolhlncoq` c n`lwaoi) u`~~oaoiowhlg` sdh ro~` m`i~wonh gh cduqc~h c n`d

    b`n` l` i`lj` uqh{`6

    h `qjhlo{h` xsc huqclgc b`qlcnc n`lgoc~ uhqh xsc `~ olgorgs`~

    huqclghd c qcwclmhd n`lmcnodclw`) wqhl~b`qdhlg` ~sh nsiwsqh)

    olnqcdclwhlg` ` n`lmcnodclw` c uq`d`rclg` dsghlh `qjhlo{hno`lhi)

    oduqc~nolgrci uhqh uqcuhqhq h cduqc~h uhqh hjoq l` hdaoclwc cd xsc hwsh

    gc b`qdh `akcworh c cbonh{6

    ` Ahihlncg ^n`qcnhqg) h~~`nohg` jc~w` g` n`lmcnodclw` c huqclgo{hjcd

    `qjhlo{hno`lhi sdh bcqqhdclwh hgdolo~wqhworh xsc w`qlh u`~~rci hjqcjhq

    rhi`q h cduqc~h c wqhl~b`qdhq hwor`~ olwhljrco~) n`d` h nhuhnoghgc g`~

    olgorgs`~ hgxsoqoqcd) n`lrcqwcqcd c ~`nohio{hqcd n`lmcnodclw`~) cd

    n`lmcnodclw` `qjhlo{hno`lhi c qcw`ql` bolhlncoq` uhqh h `qjhlo{h`,

    @ nhdu` cduqon` `bcqcnc jqhlgc~ u`~~oaoioghgc~ gc

    uq`~~cjsodclw` gh~ olrc~wojhc~ uci`~ uc~xso~hg`qc~, Gclwqc c~wh~ u`~~oaoioghgc~

    ~c gc~whnhd wq~;

    h/ @ s~` gh~ slorcq~oghgc~ n`qu`qhworh~ c g` c$ichqloj c ~cs oduhnw` lh

    Ucq~ucnworh g` Huqclgo{hg` c Nqc~nodclw` g` Ahihlncg n`qcnhqg6a/ Ogclwobonh` gc olgonhg`qc~ cbonh{c~ gc hrhioh` c dcgo` g`~ hwor`~

    olwhljrco~) gclwqc cic~ h huqclgo{hjcd c ` n`lmcnodclw` `qjhlo{hno`lhi6

    n/ @ lrci gc ~olcqjoh c}o~wclwc clwqc h huqclgo{hjcd `qjhlo{hno`lhi) h jc~w`

    g` n`lmcnodclw`) c ` Ahihlncg ^n`qcnhqg hwqhr~ gh Ucq~ucnworh

    Huqclgo{hg` c Nqc~nodclw`) uhqh `awcl` gc ~snc~~` lh~ gcdho~

    ucq~ucnworh~) c~ucnohidclwc h bolhlncoqh,

    N`d h nhqhnwcq~wonh gc ~cq gc nhqwcq c}ui`qhwqo`) ` uqc~clwcc~wsg` as~n`s slonhdclwc sd dcim`q n`lmcnodclw` g` h~~slw` ha`qghg`, L` wcrc

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    19/20

    8?RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    h olwcl` gc ~cq n`lnis~or`) h` n`lwqqo`) uqcwclgcs$~c n`iha`qhq ~`dclwc n`d h

    go~ns~~` ~`aqc h Jc~w` g` N`lmcnodclw` c h Huqclgo{hjcd @qjhlo{hno`lhi lh

    ucq~ucnworh Huqclgo{hjcd c N`lmcnodclw` g` A^N, H uqcwcl~` dho`q b`o

    c~nihqcncq `~ n`lncow`~ c uqwonh~ xsc ucqdcohd ` Ahihlncg ^n`qcnhqg) h

    Huqclgo{hjcd @qjhlo{hno`lhi c h Jc~w` g` N`lmcnodclw`) acd n`d` olonohq

    xsc~wo`lhdclw`~ clwqc `~ uc~xso~hg`qc~ c c~wsgo`~`~ g` wcdh,

    QCBCQLNOH^ AOAIO@JQBONH^

    H^^@NOH@ OLWCQLHNO@LHI GC CGSNH@ N@LWOLSHGH$HOCN, Bhnsighgcgc Hgdolo~wqh` gc Aqh~ioh, Hgdolo~wqh` C~wqhwjonh, 3 Ucq`g`) Aqh~ioh; 155>,

    H^^@NOH@ OLWCQLHNO@LHI GC CGSNH@ N@LWOLSHGH$HOCN, Bhnsighgcgc Hgdolo~wqh` gc Aqh~ioh, Olwciojlnoh N`ducwoworh, 7 Ucq`g`) Aqh~ioh; 155>,

    H^^@NOH@ OLWCQLHNO@LHI GC CGSNH@ N@LWOLSHGH$HOCN, Bhnsighgcgc Hgdolo~wqh` gc Aqh~ioh, WC cd Jc~w` g` N`lmcnodclw`, = Ucq`g`) Aqh~ioh;1557,

    NMOHRCLHW@) Oghiacqw`, Cduqcclgcg`qo~d` $ Ghlg` H~h~ h` C~uqow`

    Cduqcclgcg`q, ^` Uhsi`; ^hqhorh) 155:,

    N@RC_) ^wcumcl Q, @~ : maow`~ gh~ uc~~`h~ hiwhdclwc cbonh{c~, ^` Uhsi`;Ac~w ^ciicq) 8?=?,

    BHQOH) Dhqoh gc Bwodh Aqsl` gc, Jc~w` gc Uc~~`h~, Aqh~ioh; NCHG) 1552,

    FHUIHL) Q`acqw ^, Ahihlncg ^n`qcnhqg; M^D DHLHJCDCLW, Hl` 1) l,88 u,815$812) l`rgc{ 8??=, Clwqcro~wh n`lncgogh h Dcqncgc~ Qcolnfc c Hlgqch Nhkhqhroiic,

    FHUIHL) Q`acqw ^,6 L@QW@L) Ghrog U, Wmc Ahihlncg ^n`qcnhqg $ Wqhl~ihwolj^wqhwcjy olw` Hnwo`l, A`~w`lDh~~hnms~cww~; Mhqrhqg As~olc~~ ^nm``i Uqc~~) 8??2,

    FHUIHL) Q`acqw ^,6 L@QW@L, @ Ahihlncg ^n`qcnhqg $ Dcgogh~ xscodusi~o`lhd h ucqb`qdhlnc, Mhqrhqg As~olc~~ Qcrocz) 8??2,

    D@QCOQH) Bao` B,6 ^CGQHLO) Iso~ Js~whr` D,6 IODH) Q`acqw` Nhdu`~ gc, @ xsc ` Ahihlncg n`qcnhqg0 1553, Go~u`lrci cd 9MWWU;zzz,>jcl,n`d,aq< Hnc~~`cd 13 dhq 155=,

    LQO^) K`qjc ^hlw`~6 I@O@IH) Cio{hacwm, Donq`uq`nc~~`~ gc Huqclgo{hjcd cd

    @qjhlo{hc~ g` Aho}` Dgo` ^` Bqhlno~n`, Cd; Cln`lwq` gh HLUHG) >5, )1552) ^hirhg`qAH,

  • 7/23/2019 BSC, Gesto Do Conhecimento e Aprendizagem Organizacional

    20/20

    15RHIGCNOQ DHQN@ GC AH^WOHLOSLORCQ^OGHGC JHDH BOIM@U@^CHGJc~w` C~wqhwjonh gc Uc~~`h~Wqhahim` gc N`lnis~` gc Nsq~`Uq`b, Nhqih haqolh Hlwi`jh

    @Q^O) Hgcdhq, Jc~w` g` n`lmcnodclw` `~ d`g`~ gc n`lrcq~` g`n`lmcnodclw` lh~ oln`qu`qhc~ gc ah~c~ c}wcqlh~, Bhncb Uc~xso~h) r, :) l, 1)u, ?8$85?) dhohj` 1557,

    Q@DHL[OLO) Nhqi`~ Ghloci6 ^OIRH) Dhqoh J`qcwc Q`gqojsc~ gh6 DHQWOL^) Dhqwh^oiroh Asbb`l, Huqclgo{hjcd `qjhlo{hno`lhi $ sd c~wsg` gc nh~` g` D`olm`~Jhiu`io~ ^/H, Nh}oh~ g` ^si; SBQJ^) 1558, >1u, Go~~cqwh` -Dc~wqhg`/ Uq`jqhdh gc u~$jqhgsh` cd Hgdolo~wqh`) C~n`ih gc Hgdolo~wqh`)Slorcq~oghgc Bcgcqhi g` Qo` Jqhlgc g` ^si) Nh}oh~ g` ^si) 1558,

    ^OL@WWO) K`~, Ahihlncg ^n`qcnhqg; sd qc~sd` g`~ uqolnouho~ n`lncow`~,155], Go~u`lrci cd 9MWWU;zzz,wcqqhb`qsd,n`d,aq< Hnc~~` cd 87 ksl 155=,

    WHNIH) N, c BOJSCOQCG@) U,L, Uq`nc~~`~ gc huqclgo{hjcd c hnsdsih` gcn`ducwlnoh~ wcnl`ijonh~; croglnoh~ gc sdh cduqc~h gc acl~ gc nhuowhi l`Aqh~oi, Qcro~wh gc Hgdolo~wqh` N`lwcdu`qlch) r:) l,>) u, 858$812) 155>,