APPLICATIONS OF INFORMATION AND KNOWLEDGE MANAGEMENT IN THE CONTEXT OF ORGANIZATIONAL QUALITY

AN INTEGRATIVE REVIEW

Abstract

This article presents the results of a systematic literature review that investigated how Information Management (IM) and Knowledge Management (KM) have been used as strategies to improve organizational quality, with an emphasis on public institutions. The research considers the growing importance of knowledge as an essential resource for institutional development, especially given the demands for innovation, efficiency, and sustainability.

Objective
To analyze how IM and KM contribute to promoting quality in organizations, identifying theoretical and empirical approaches in scientific publications from the last ten years (2015–2025), with a focus on public and educational organizations.

Methodology
The research adopted a systematic literature review with a qualitative approach, searching for publications in Scopus, Web of Science, SciELO, and Brapci. The inclusion criteria considered:
Works published between 2015 and 2025.

Texts in Portuguese, English, and Spanish.

Direct relationship with the topics of IIM, KM, and organizational quality.

Based on the established criteria, a final set of 21 analyzed articles was obtained. The data were organized into thematic categories: theoretical approaches, applied methodologies, organizational contexts, and main contributions to quality.

Theoretical Foundation
The theoretical discussion articulates authors such as Choo (2003), Davenport and Prusak (1998), Tavares (2010), and Nonaka and Takeuchi (1997), who offer solid conceptual foundations for understanding IM and KM. The concepts of information cycle, knowledge creation, organizational memory, and intellectual capital are central to the analysis.
Quality, in turn, is understood broadly, not restricted to certification standards, but also encompasses the organizational capacity to generate value, continuous learning, and meet the needs of citizens, especially in the public sector.

Results
The analysis of the 21 articles revealed a strong correlation between IM/KM practices and improvements in organizational quality. Key findings include:
Integrated concepts of information management and knowledge management: Many studies indicate that effective information management is the foundation for knowledge creation and sharing, which strengthens organizational culture and decision-making processes.

Emphasis on the public and educational sectors: Although the research focuses on organizations in general, most of the studies analyzed were conducted in public universities, research institutes, and public administration agencies, highlighting a focus on modernization and institutional efficiency.

Quality improvement through knowledge management: When properly implemented, knowledge management practices have contributed to the creation of innovative environments, reduced waste, enhanced tacit knowledge, and strengthened organizational learning.

Adoption of participatory and technological methodologies: The most effective studies used participatory methodologies, such as action research and case studies, in addition to the integration of information technologies for process mapping and knowledge sharing.

Persistent Challenges: Despite advances, studies point to weaknesses such as the discontinuity of KM policies, resistance to change, low appreciation of information as a strategic asset, and a lack of specific training.

Discussion
The discussion shows that the integrated application of Information Management and KM can act as a strategic differentiator in the pursuit of organizational quality. In public institutions, this integration is even more significant, as it involves the provision of services to society and the efficient use of public resources.
KM enables the transformation of scattered information into useful and applicable knowledge, fostering innovative and collaborative practices. Information Management ensures the organization, access, and reliability of information, which are fundamental for decision-making.
Authors such as Valentim (2022) and Vitorino (2018) are also involved in discussing the importance of information literacy and the ethical role of information professionals as agents of transformation. Information mediation, in this context, is seen as a bridge between data and action, between individual knowledge and institutional practices.

Final Considerations
The systematic review confirms that Information Management and Knowledge Management are key allies in promoting quality in organizations, especially in the public sector. The experiences analyzed demonstrate that when there is an organizational culture focused on sharing, innovation, and learning, the results are positive and sustainable.
However, institutional policies are still needed to consolidate these practices, with investment in training, the appreciation of information as a strategic asset, and the encouragement of collaboration between sectors. The role of the librarian, the information manager, and other professionals in the field is crucial in this process, especially as mediators and articulators of organizational knowledge.