Optimización del proceso de capacitación y gestión del conocimiento para el cargo de practicante de planeación de la demanda en Philip Morris International

Abstract

This undergraduate thesis presents an improvement plan aimed at optimizing the training process for the intern position within the Demand Planning area at Philip Morris International (PMI) Colombia. Through the analysis of the current situation, it was identified that the onboarding process lacks standardization, resulting in a prolonged learning curve, frequent operational errors, and high dependence on the tacit knowledge of team members. To address these issues, the implementation of a structured system of Working Instructions (WI) —step-by-step operational guides— accompanied by brief and accessible audiovisual materials is proposed. The project seeks to transform tacit knowledge into explicit knowledge by documenting essential tasks in a clear and replicable manner. This will improve intern autonomy, training efficiency, and overall team productivity. Expected outcomes include a 50% reduction in training time, fewer operational errors, and the establishment of a sustainable knowledge management system. The proposal is supported by knowledge management and organizational learning theories and offers a practical, scalable tool to strengthen operational continuity and performance quality in dynamic corporate environments. Keywords: knowledge management, demand planning, training, internships, Working Instructions, Philip Morris International.