Abstract
The transformation of the tacit knowledge of a company’s human resources into permanent organizational capital in spite of possible staff turnover is of business interest. This research focuses on the management of tacit knowledge to resolve labor incidents and reduce resolution times. We present the GESTAC model, a name derived from the first syllables of the Spanish words “gestión” (management) and “tácito” (tacit), which identifies, locates and rates people in the business domain capable of resolving a labor incident logged by a user employed by the company. In order to achieve its objective, the GESTAC model follows the tacit knowledge management paradigm, according to which tacit knowledge that could eventually resolve the logged incidents is identified, captured and stored in a permanent database, and then evaluated and disseminated to the people who have need of the knowledge. This could lead to the knowledge source being automatically rerated, and the entire process restarted. The aim is to contribute to the state of the art, showing that by applying tacit knowledge management to a specific domain the GESTAC model is able to reduce incident resolution times with respect to traditional systems. The model was prototyped (GESTAC_APP) using the multiagent systems paradigm.
Highlights
The tacit knowledge of the human resources of companies is a precious asset for them, which often cannot be exploited in an adequate time and manner because it is implicit, not formalized and not communicated
The results were gathered from a questionnaire and were analyzed as follows: the null hypothesis (H0) held if the resolution times (RT) used by the technicians in Group A were statistically similar to the times used by technicians in Group B
The GESTAC model applies each of the tacit knowledge management phases
Summary
The tacit knowledge of the human resources of companies is a precious asset for them, which often cannot be exploited in an adequate time and manner because it is implicit, not formalized and not communicated. The research will focus on knowledge management in the business world, arising from “know how” in business environments, applied as a solution to labor incidents logged by users It focuses on unstructured knowledge stored subconsciously and applied automatically (almost unconsciously), that is, tacit knowledge, based on interpersonal relationships and internal communication processes. The present research considers that tacit knowledge is that implicit, not formalized and not communicated wisdom that knowledge workers treasure thanks to their day-to-day experience [1] Thanks to this knowledge, they are able to carry out tasks quickly and efficiently, without having to invest too much time in thinking about what steps to take, or how to carry them out, since they do so almost systematically.
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