Identifying Knowledge Flow in Complex Sociotechnical Systems to Contribute to Resilient Capacity: An Empirical Study

Abstract

Knowledge is a fundamental element to enable organizations in anticipating and responding to Operational Safety Events (OSE). The identification and analysis of knowledge flows emerge as strategies to strengthen the potential for organizational resilience, as they qualify the knowäedge necessary for risk mitigation and the strengthening of operational safety. This article presents the results of an empirical research conducted in a sanitation company, aiming to investigate critical knowledge and its flows in complex sociotechnical systems. The research involved interviews with professionals who faced OSEs in their daily activities. OSEs were defined as situations where professionals were able to prevent accidents and/or incidents, successfully dealing with potential threats. To achieve the research objectives, two sequential instruments were used. The first instrument was employed to identify critical knowledge related to OSEs, exploring those mainly related to situational awareness and the repertoire for implementing responses to an OSE. This process revealed a diversity of knowledge, much of which was tacitly present in the minds of professionals and was not formally documented in the company's standard operating procedures. The second instrument was developed to map knowledge flows associated with the identified OSEs. This mapping provided a deeper understanding of how these critical knowledge were shared and used within the organization. The research results evidenced various critical knowledge in the analyzed OSEs, going beyond the information available in tutorials, work plans, or organizations' standard operating procedures. Both instruments used in the interviews were validated and yielded positive results. As a result of this empirical research, the organization now has a valuable understanding of the critical knowledge evidenced, which has the potential to drive organizational learning and strengthen the resilient capabilities of the organization, considering that knowledge resources are a fundamental element for resilience. As a next step, it is aimed to investigate the visual representation of knowledge flows, assess their effectiveness, and provide specific guidelines to enhance knowledge management processes in organizations.