Wiggers, Iza Daiana; Gonçalo, Claudio Reis; dos Santos, André Moraes
October 2012
Revista Alcance;Oct-Dec2012, Vol. 19 Issue 4, p574
Academic Journal
The objective of this teaching case is to analyze the importance of information management and knowledge creation and dissemination, and to evaluate ways that can be used to promote organizational knowledge, in terms of context, structure and culture. It reflects on the advantages that the company can obtain by investing in creating environments that promote organizational learning as a continuous strategy. The customer services center is recognized as the key moment in the client-company relationship, and a valuable opportunity to promote organizational learning.


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