Sistema de raciocínio baseado em casos como auxílio ao processo de tomada de decisão estratégica.

Abstract

This research aimed to propose a model of knowledge management in order to help in strategic decision making, going through studies about themes that approach the knowledge, the organizations, their intellectual capital and the strategies used in the companies. The Artificial Intelligence, through the technique of Case Based Reasoning (CBR), that proposes a solution of problems through similarities with past cases, meets the company challenge of transforming knowledge into part of its culture. The study was applied in the commercial section of a Retail Company, located in Saudades, Santa Catarina, in which the managers use strategic planning to follow and focus on the results. This action provided the company to focus its attention on the results of this section. The research was defined as descriptive and exploratory with the development of a case study, involving the analysis of the company current state in its commercial section and the proposal of a new model of making decisions. Brainstorming techniques and semi structured interview were used with the intention of representing the company current situation to subsequently apply the CBR technique. From the main results found, the possibility of developing accuracy in the information in real time keeping the records of decisions which have already been made and the assigned knowledge to the right fact, as well as the possibility of using computer technologies together with making decisions, were highlighted. The development of CBR technique involved the case records, their analysis, reuse in similar cases, the possibility of their adaptation, followed by a review of the attributes that meet the wanted solutions and the storage of cases, being supplemented by the retention of knowledge. Thus, it is possible to have updated and renewed knowledge basis.