Optimización de la gestión de condiciones comerciales y fortalecimiento de la transferencia de conocimiento en el área de demoras y devoluciones FCL de DSV Air & sea Colombia

Abstract

This report presents the professional internship experience at DSV Air & Sea Colombia S.A.S., a global logistics operator specializing in transportation and supply chain solutions, specifically in the FCL Delays and Returns area of ​​the Procurement and Pricing department. During the internship, the central problem identified was the manual, fragmented, and poorly standardized management of customer commercial terms for maritime imports. This management was carried out using shared Excel files and email communication between the Commercial, Pricing, and Delays departments. This situation led to errors in data entry, interdepartmental misalignment, operational rework, and a prolonged learning curve for new staff due to the lack of formal process documentation. To address this problem, an improvement plan was designed and implemented, structured around two complementary pillars. The first involved optimizing the commercial terms file by redesigning it in SharePoint, with standardized fields and a structure prepared for future automation and alerts. The second focus was on strengthening knowledge management through the development of the DSV R&D Guide, a manual that documents the area's functions, processes, and operational workflows. As a result, critical information used by multiple branches was centralized and standardized, operational errors were reduced, interdepartmental communication was improved, and the onboarding of new personnel was significantly facilitated, leaving behind established capabilities that strengthen the area's operational continuity.