Diseño de un sistema de gestión de calidad iso 9001:2015 para la asociación red de talento humano del Ecuador
Archivos
Fecha
2020
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil, Facultad de Ciencias Adminiatrativas
Resumen
El presente trabajo investigativo se fundamenta en el diseño de un Sistema de Gestión de
calidad basado en la norma ISO 9001:2015 en una empresa que ofrece servicios de
capacitación y consultoría en la ciudad de Guayaquil, en la cual se determinó mediante un
análisis de situación actual, que no tiene conocimiento de cómo llevar a cabo los
procedimientos basados en la normativa, no se encuentran definidos los roles y
responsabilidades de cada colaborador, ni tienen un mapa de procesos. Por este motivo se
definió las respectivas alternativas de solución, las cuales conllevan el diseño de un manual
de calidad que contenga una política de calidad, objetivos de calidad, un organigrama, mapa
de procesos, diagrama de flujo del proceso de venta, un manual de funciones por cada cargo y
un manual de los procedimientos que se consideran más importantes en la empresa. La
metodología de investigación establecida permitió la recolección adecuada de la información,
con carácter descriptivo y un enfoque cuantitativo. Se realizaron encuestas a los
colaboradores de la compañía, además de una entrevista al Director General y el análisis de
toda la información obtenida permite diseñar una propuesta de mejora.
The present investigative work is based on the design of a Quality Management System based on the ISO 9001: 2015 standard in a company that offers training and consulting services in the city of Guayaquil, in which it was determined through a currently situation analysis, they don’t have knowledge of how to carry out procedures based on the regulations, the roles and responsibilities of each collaborator are not defined, nor do they have a process map. For this reason, the respective solution alternatives were defined, which entail the design of a quality manual that contains a quality policy, quality objectives, an organization chart, process map, flow diagram of the sales process, a manual of functions for each position and a manual of the procedures that are considered most important in the company. The established research methodology allowed the adequate collection of information, with a descriptive character and a quantitative approach. Surveys were carried out with the company's collaborators, in addition to an interview with the CEO and the analysis of all the information obtained allows the design of an improvement proposal.
The present investigative work is based on the design of a Quality Management System based on the ISO 9001: 2015 standard in a company that offers training and consulting services in the city of Guayaquil, in which it was determined through a currently situation analysis, they don’t have knowledge of how to carry out procedures based on the regulations, the roles and responsibilities of each collaborator are not defined, nor do they have a process map. For this reason, the respective solution alternatives were defined, which entail the design of a quality manual that contains a quality policy, quality objectives, an organization chart, process map, flow diagram of the sales process, a manual of functions for each position and a manual of the procedures that are considered most important in the company. The established research methodology allowed the adequate collection of information, with a descriptive character and a quantitative approach. Surveys were carried out with the company's collaborators, in addition to an interview with the CEO and the analysis of all the information obtained allows the design of an improvement proposal.
Descripción
Palabras clave
CALIDAD, PROCEDIMIENTOS, SISTEMA DE GESTIÓN, ISO 9001:2015