Knowledge management model and measurement of intellectual capital in the financial sector

Abstract

The purpose of this research was to design and apply a knowledge management and measurement model of intellectual capital in a service company belonging to the financial sector. To develop the model it used the Soft Systems Methodology and and for its validation and evaluation the integration of systems dynamics with the Integral Scorecard was applied. The contribution of the model was the incorporation of 30 unpublished indicators for the measurement of intellectual capital, which established the relation of these new indicators of knowledge with the traditional indicators of management of the basic processes of the office network. The proposed model allowed to demonstrate the contribution of knowledge as an intangible asset capable of generating competitive advantages for service offices in this area. Also, it was verified the importance of the processes related to the knowledge and its direct impact on the commercial results of the network of offices of the bank.