Modelo de gestión del conocimiento en gerencias comerciales de entidades financieras

Abstract

In a business environment marked by rapid technological change and growing competition, financial institutions face the challenge of modernizing their business processes to remain competitive. The objective of this research project is to design a knowledge management model (KMS) applied to the commercial management of financial institutions, with the aim of strengthening decision-making, improving operational efficiency, and fostering an organizational culture based on continuous learning. The project adopts a mixed methodology with an applied approach, integrating qualitative and quantitative techniques, and is structured using the agile Scrum framework. The model was validated using the Delphi technique with experts from the financial sector, complemented by tools such as the QFD matrix and control panels built with Business Intelligence (BI) solutions. Among the main results are the identification of critical knowledge gaps, the progressive design of functional components adapted to commercial operations, and the proposal of an evaluation system that includes key indicators of adoption, efficiency, and strategic value. This model is not only replicable in other functional areas, but also adds strategic value to the digital transformation process in the Colombian financial sector.