Abstract for: Analyzing Training Programs from a KM perspective: A System Dynamics model

Service operations depend intensively on human resources because of their interaction with customers and suppliers and thus, training becomes a must in order to ensure higher performance. Knowledge Management (KM) may be looked as a framework for training programs since it addresses knowledge conversion from explicit and tacit knowledge. This paper proposes that dynamic simulation might be used as a tool to analyze training programs effectiveness from a KM perspective. Thus, a SD model was built using data from a customer support service of a software-house in Brazil. Three scenarios were considered, relying on the number of trainings per month. The main contribution of this work lies on shedding light over the intangible effects of tacit and explicit knowledge that support the effectiveness of training programs over organizational performance.