Mejoramiento de la calidad en el servicio de mantenimiento de helicópteros TH 57 A bajo la norma ISO 9001:2000 en el ala de combate No. 22.
Fecha
2008-04-04
Autores
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Editor
Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
Desarrollar una propuesta para el mejoramiento de la calidad en el
servicio de Helicópteros TH-57 basados en la norma ISO 9001:2000 en la
FAE. Se ha recavado información en el Escuadrón Mantenimiento No.
2221 para proceder a la evaluación de la calidad del servicio
proporcionado por la organización al cliente, utilizando diagramas de
proceso, tales como flujo de análisis de operaciones, flujogramas, gráficas
de barras. Se ha diagnosticado la situación actual de la compañía con
base en el análisis FODA, el diagrama causa-efecto y el diagrama de
Pareto, detectándose que los principales problemas que la aquejan, son
los reportajes, que son ocasionados por las deficiencias en el seguimiento
de los procesos, la desinformación acerca del nivel de satisfacción del
cliente y el desuso de métodos y dispositivos adecuados para el control
de los parámetros de los procesos, cuya consecuencia es la aparición de
una perdida por la cantidad de $10.287,00. Se ha elaborado la Síntesis
del Manual de la Calidad, Procedimientos e instructivos relacionados con
los numerales de la norma ISO 9001:2000, donde se detectaron los
mayores incumplimientos, dicha documentación ha sido realizada con el
uso de los métodos del muestreo por atributos y por variables, además de
la planificación de los trabajos con la ayuda del diagrama de Gantt, bajo la
tecnología del programa Microsoft Project. La inversión inicial en las
soluciones asciende a $1.800,00, generando la propuesta una Tasa
Interna de Retorno del 29.00%, un Valor Actual Neto de $4.576,16 un
Coeficiente Beneficio Costo de 3.715 y la recuperación de dicha inversión
en el 4to mes, lo que pone de manifiesto la factibilidad de la inversión.
Develop a proposal for quality improvement in the TH-57 helicopter service based on the ISO 9001: 2000 standard in the FAE. Information has been collected from Maintenance Squad No. 2221 to proceed with the evaluation of the quality of the service provided by the organization to the client, using diagrams of process, such as operations analysis flow, flowcharts, graphs of bars. The current situation of the company has been diagnosed with based on the SWOT analysis, the cause-effect diagram, and the Pareto, detecting that the main problems that afflict it, are reports, which are caused by deficiencies in the follow-up processes, misinformation about the level of satisfaction of the customer and the disuse of methods and devices suitable for the control of the process parameters, the consequence of which is the appearance of a loss in the amount of $ 10,287.00. The Synthesis has been prepared of the Quality Manual, Procedures and instructions related to the numerals of the ISO 9001: 2000 standard, where the major breaches, said documentation has been carried out with the use of the methods of sampling by attributes and variables, in addition to work planning with the help of the Gantt chart, under the Microsoft Project program technology. The initial investment in solutions amounts to $ 1,800.00, the proposal generating a Rate Internal Return of 29.00%, a Net Present Value of $ 4,576.16 a Cost Benefit Coefficient of 3,715 and the recovery of said investment in the 4th month, which shows the feasibility of the investment.
Develop a proposal for quality improvement in the TH-57 helicopter service based on the ISO 9001: 2000 standard in the FAE. Information has been collected from Maintenance Squad No. 2221 to proceed with the evaluation of the quality of the service provided by the organization to the client, using diagrams of process, such as operations analysis flow, flowcharts, graphs of bars. The current situation of the company has been diagnosed with based on the SWOT analysis, the cause-effect diagram, and the Pareto, detecting that the main problems that afflict it, are reports, which are caused by deficiencies in the follow-up processes, misinformation about the level of satisfaction of the customer and the disuse of methods and devices suitable for the control of the process parameters, the consequence of which is the appearance of a loss in the amount of $ 10,287.00. The Synthesis has been prepared of the Quality Manual, Procedures and instructions related to the numerals of the ISO 9001: 2000 standard, where the major breaches, said documentation has been carried out with the use of the methods of sampling by attributes and variables, in addition to work planning with the help of the Gantt chart, under the Microsoft Project program technology. The initial investment in solutions amounts to $ 1,800.00, the proposal generating a Rate Internal Return of 29.00%, a Net Present Value of $ 4,576.16 a Cost Benefit Coefficient of 3,715 and the recovery of said investment in the 4th month, which shows the feasibility of the investment.
Descripción
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Palabras clave
SISTEMAS INTEGRADOS DE GESTIÓN, MANTENIMIENTO DE HELICÓPTEROS, ISO 9001:2000, CALIDAD