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This paper presents an organizational analysis methodology aimed at knowledge capitalization with a view to improving business processes. Based on a real problem in a large electric sector firm, this methodology is applied to managing the transport of indivisible exceptional cargo (IEC). In the firm in question, intellectual capital is a critical asset for service performance and is fundamental for achieving business excellence. Applied to the firm's transport management process, the approachdoi:10.1590/s0101-74382010000200004 fatcat:u7ycf4fvrjgwheidlrybpzxi2q