ORGANIZATIONAL PERFORMANCE EVALUATION IN INTANGIBLE CRITERIA: A MODEL BASED ON KNOWLEDGE MANAGEMENT AND INNOVATION MANAGEMENT

Resumen

Today innovation and knowledge management are determining factors for success and continuity of organizations. However, because they are considered intangibles, their measurement becomes a challenge. Therefore, this study aimed to develop a model to measure organizational performance with a focus on knowledge management and innovation management. To be able to do that, we used a quantitative research study, characterized as a multi-case study applied to three companies in the metal-mechanic sector in southern Brazil. The methodology uses the assumptions of well-known methods such as the Key Performance Indicators, the Swing Weighting and Simple Attribute Rating Technique. With the results, it could be seen that the proposed model can be an effective tool for assessing organizational performance and that, in its application, the surveyed organizations could already identify their main weaknesses and use the results reported to improve its management.