ELICITATION TECHNIQUES COLLECTIVE TACIT KNOWLEDGE: Case Study applied to Metallurgical Company

This present work presents the theory and application of some techniques of elicitation of tacit knowledge adapted to the reality of the company studied to explicit the knowledge of a mechanics group producing of the metallurgical company's metal packaging industry. After the elicitation of knowledge, they were represented in the form of production rules (symbolic algorithms) designed to assist in the form of identifying causes of defects in the production process. To structure the research and logical application of knowledge elicitation techniques, we used the technique of sistemography, which advocates systems thinking as a way of observing phenomena and complex object modeling in organizations. The conclusions highlight that the methodology of collective tacit knowledge elicitation was successful because from this application were developed 76 production rules for the welding process of packaging and 65 production rules for the process of applying sealant, totaling 141 production rules. These production rules are stored in an explicit knowledge base, which had not previously existed in the organization