Propuesta para el diseño del sistema de gestión de calidad basado en la Norma ISO 9001:2015 en una empresa del sector del transporte
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Fecha
2018
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
La presentación se enfoca en la insatisfacción de los clientes originada en el tiempo de
respuesta al momento de entregar los productos, considerando para ello como objeto
de estudio la empresa TRANEXIMP, una organización de reciente crecimiento dedicada
a la transportación de carga pesada. El objetivo de la investigación es diseñar un
Sistema de Gestión de Calidad basándose en los requisitos expuestos por la norma ISO
9001:2015 para mejorar la satisfacción de los clientes enfocándose en la mejora de sus
procesos. Se emplean metodologías para recopilar la información necesaria que
ayudaría a identificar la situación inicial de la empresa, las condiciones de los
documentos, los requisitos que deben cumplirse y se cumplen en la realidad y aquello
que debe ser cubierto por el Sistema de Gestión de Calidad para el cumplimiento de
sus objetivos. El diseño de la investigación es no experimental, con carácter de campo
y descriptivo para señalar todas las situaciones de la empresa, se utiliza como
instrumento la entrevista dirigida a quien proporciona la información de mantera
general para conocer la aceptación y necesidad de un SGC y la observación para los
aspectos requeridos por la norma. La propuesta señala un Sistema de Gestión de
Calidad basado en las normas ISO 9001:2015, donde primero se realizó una auditoria
inicial que presenta los requisitos aplicables, y aquellos cumplidos para respaldar el
sistema, diseñando los procesos e identificando la evidencia que la empresa debe
contener para su implementación. Para ser implementado se necesitan capacitaciones
al personal por el cambio de metodología.
The presentation focuses on customer dissatisfaction caused by the response time of the delivery of the products, considering the TRANEXIMP company, an organization of recent growth dedicated to the transportation of heavy cargo, as an object of study. The objective of the research is to design a Quality Management System based on the requirements set forth in the ISO 9001: 2015 standard to improve customer satisfaction focusing on the improvement of its processes. Methodologies are used to collect the necessary information that would help to identify the initial situation of the company, the conditions of the documents, the requirements that must be met and the reality is fulfilled and that which must be covered by the Quality Management System for the fulfillment of its objectives. The research design is non-experimental, with a field character and descriptive to indicate all the situations of the company. The interview is used as an instrument addressed to the person who provides the general maintenance information to know the acceptance and necessity of a QMS and the observation for the aspects required by the standard. The proposal points to a Quality Management System based on the ISO 9001: 2015 standards, where an initial audit was first performed that presents the applicable requirements, and those complied with to support the system, designing the processes and identifying the evidence that the company should contain for its implementation. To be implemented, staff training is required due to the change in methodology.
The presentation focuses on customer dissatisfaction caused by the response time of the delivery of the products, considering the TRANEXIMP company, an organization of recent growth dedicated to the transportation of heavy cargo, as an object of study. The objective of the research is to design a Quality Management System based on the requirements set forth in the ISO 9001: 2015 standard to improve customer satisfaction focusing on the improvement of its processes. Methodologies are used to collect the necessary information that would help to identify the initial situation of the company, the conditions of the documents, the requirements that must be met and the reality is fulfilled and that which must be covered by the Quality Management System for the fulfillment of its objectives. The research design is non-experimental, with a field character and descriptive to indicate all the situations of the company. The interview is used as an instrument addressed to the person who provides the general maintenance information to know the acceptance and necessity of a QMS and the observation for the aspects required by the standard. The proposal points to a Quality Management System based on the ISO 9001: 2015 standards, where an initial audit was first performed that presents the applicable requirements, and those complied with to support the system, designing the processes and identifying the evidence that the company should contain for its implementation. To be implemented, staff training is required due to the change in methodology.
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Palabras clave
CALIDAD, PROCESOS, SATISFACCIÓN DEL CLIENTE, REQUISITOS, CONFORMIDAD