2025-10-102025-10-102021-06-15https://repositorio.ifal.edu.br/handle/123456789/1278The absence of actions to manage information in the operational sphere (on the shop floor) affects the communication quality in this sector. Communication problems, in turn, can negatively impact operational security and organizational culture. Thus, this study proposed a model to analyze communication in the operational sector using the Structural Equation Modeling (SEM) technique. A mathematical model was presented, consisting of 1 exogenous latent variable, knowledge management, and 4 endogenous variables: (i) oral communication; (ii) written communication; (iii) Man interaction with information and communication technologies (ICTs); and (iv) the operational communication. The case study was carried out in a land-based oil production region in the Northeast of Brazil where data were collected through a structured questionnaire with a Likert scale response. After analysis using the SEM, and using the same database, a supplementary study was carried out based on the development of a neuro- fuzzy model to assess information management in the operational sector. The SEM confirmed 6 of the 9 hypotheses proposed in the theoretical model. The results obtained showed that operational communication is directly influenced by knowledge management and by man interaction with ICTs. Written communication and oral communication had a direct influence on man interaction with ICTs and had an indirect influence on operational communication, thus, communication on the shop floor occurs predominantly through technologies. Knowledge management had a direct influence on the 4 endogenous variables, with strong explanatory and predictive relevance effects. The result of the neuro-fuzzy model showed that information management on the shop floor improves as actions are taken to acquire, store and distribute information about the operational routine. The model presented relevant contributions to the refinement of theory and practical contributions to support information management on the shop floor.ptANFISComunicação OperacionalComunicação no Chão de FábricaComunicação OrganizacionalEquações EstruturaisGerenciamento da InformaçãoOperational CommunicationCommunication on the Shop FloorOrganizational CommunicationStructural EquationsInformation ManagementTeseENGENHARIAS