KNOWLEDGE MANAGEMENT IN A COMPETITIVE SCENARIO OF AN INFORMATION TECHNOLOGY COMPANY

This research aimed at proposing a knowledge management plan to increase competitiveness in an information technology company. It used qualitative methodology based on a study case, which analyzed the context of internal and external environments in which Intelitech Company operates. The data collection was divided into three steps: (1) application of a questionnaire to the manager and Intelitech employees, which was composed of knowledge management practices (KMPs), aiming at obtaining previous practices from the company and therefore internal critical variables; (2) application of Rojo's (2005) scenario simulation model in order to identify external critical variables; and (3) formulation of a proposal for KMPs improvements according to simulated scenarios and the internal and external critical variables previously identified. So, this research resulted in the development of an action plan for two scenarios: (C1) case scenario to expansion of the market, therefore the company could hire new employees and expand its physical structure o, enhance IT tools and ask for manager's flexibility towards a new culture; and (C2) also to observe an unfavorable scenario of restricted market, it would be necessary to build customers loyal order to use IT tools, as well as interact and communicate with them. Thus, it was concluded and confirmed the hypothesis that knowledge management can enhance competitiveness of an IT company.