Gestión del conocimiento y asistencia virtual como estrategia de mejora operativa en po management-slb Colombia

Abstract

This report was developed at SLB (Schlumberger), in the PO Management department, the area responsible for managing modifications to Purchase Orders through SAP. The identified problem is constant staff turnover, which creates an overload for the most experienced team members, who spent an average of 71 minutes per day resolving questions from new team members, affecting the team's operational efficiency. As a solution, the OneNote information repository was updated, and a virtual assistant integrated with the Claude API was developed, capable of resolving frequent queries based on information uploaded by an administrator. The projected results indicate a 67% reduction in query resolution time, 71% coverage of queries without intermediaries, and an 8% improvement in the learning curve of new team members, demonstrating the positive impact of structured knowledge management in high-turnover teams.