O PAPEL DA APRENDIZAGEM E CAPACITAÇÃO NO EQUACIONAMENTO PROBLEMA DE ACÚMULO DE MASSA DOCUMENTAL NO SERVIÇO PÚBLICO: ESTUDO DE CASO NOS SETORES DE RECURSOS HUMANOS DA CNEN

Abstract

The present research aims to study the problem of document accumulation in the human resources department of a public institution of science and technology. The research takes into account the impacts, complexity, and reflex of that problem on the organizational performance of the institution. To accomplish the objectives it explores the theoretical fundamentals from management and document preservation, knowledge management and organizational learning areas. It combines those areas in order to provide a conceptual framework able to diagnose the situation in all its complexity and also provide ways for addressing the problem. It uses as a methodological strategy the case study, questionnaires applied to the target population, which was split into users and managers, as well as analysis of documents and photographic survey. The results confirmed the original insight of the research that the sustainable solution to the problem transcends the mere use of technology or the adoption of a more rigid hierarchy. It concludes that where processes and learning mechanisms are present in the institution, the level of commitment and the adoption of practices that tend to keep under control the accumulation of capabilities are more effective. As a suggestion for future work, it proposes the mapping of the learning mechanisms and processes specifics to the institution in order to incorporate them into a deeper diagnosis involving other areas of the organization.