Mejoramiento continuo de la calidad aplicado al servicio de inspección de contenedores en la Empresa Inspectserv S.A.
Fecha
2005-06-03
Autores
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El Objetivo de este trabajo es optimizar el Servicio de Inspección de
Contenedores aplicando lineamientos de la Norma ISO 9001:2000
respecto al Mejoramiento Continuo de la Calidad y respetando los
requisitos del Instituto Internacional de Arrendadores de Contenedores -
IICL.
La situación actual en la empresa no cuenta con una estructura
organizacional centrada en la Gestión de Calidad Total. Esto no desmerece
en nada su servicio. La certificación en la norma de calidad esta prevista
como una aspiración necesaria ya que como proveedores de servicios
pueden ser dejados de lado sin el certificado. La empresa enfrenta una
situación conflictiva para realizar sus actividades debido a problemas que
generan los “Retrasos y Paralizaciones de Inspección de Contenedores”. El
personal de la empresa no ha sido capacitado para tener contacto en Inglés
como lenguaje común entre las partes y que les sirva de herramienta para
obtener nuevos negocios e interpretar las necesidades de sus clientes.
Debido a esto se mal interpretan las instrucciones o simplemente se pierden
las oportunidades de negocios ya que el cliente preferirá negociar con
alguien que lo entienda.
El Objetivo de la Propuesta es Mejorar la relación con clientes a través de
un Programa de Capacitación que forme al personal de manera integral y
que mejore las habilidades en el desempeño de las labores, así como el
rediseño del Proceso de Inspección y la preparación del Servicio de
Inspección generando un proceso de Mejoramiento Continuo en las
labores de la empresa..
La inversión de la Propuesta es de $25,467.60 y el tiempo de
recuperación de la inversión es de dos años. Las razones económicas se
calcularon para la relación C/B = 4.30, TIR = 5.81%, VPN = $3,854.35.
The objective of this work is to optimize the Inspection Service of Containers applying the guidelines of the ISO 9001:2000 Standard regarding the Continuous Improvement of Quality and respecting the requirements of the International Institute of Container Lessors - IICL. The current situation in the company does not have a structure organization focused on Total Quality Management. This does not detract Your service is nothing. Certification in the quality standard is planned as a necessary aspiration since as service providers they can be set aside without the certificate. The company faces a conflictive situation to carry out their activities due to problems that generate the “Container Inspection Delays and Stoppages”. The company staff has not been trained to have contact in English as a common language between the parties and that serves as a tool for obtain new business and interpret the needs of their customers. Because of this the instructions are misunderstood or simply lost. business opportunities since the client will prefer to negotiate with someone who understands. The objective of the proposal is to improve the relationship with customers through a Training Program that trains the staff in an integral way and that improves the skills in the performance of the tasks, as well as the redesign of the Inspection Process and the preparation of the Service of Inspection generating a process of Continuous Improvement in the company work.. The investment of the Proposal is $25,467.60 and the time of payback on investment is two years. The economic reasons calculated for the C/B ratio = 4.30, IRR = 5.81%, NPV = $3,854.35.
The objective of this work is to optimize the Inspection Service of Containers applying the guidelines of the ISO 9001:2000 Standard regarding the Continuous Improvement of Quality and respecting the requirements of the International Institute of Container Lessors - IICL. The current situation in the company does not have a structure organization focused on Total Quality Management. This does not detract Your service is nothing. Certification in the quality standard is planned as a necessary aspiration since as service providers they can be set aside without the certificate. The company faces a conflictive situation to carry out their activities due to problems that generate the “Container Inspection Delays and Stoppages”. The company staff has not been trained to have contact in English as a common language between the parties and that serves as a tool for obtain new business and interpret the needs of their customers. Because of this the instructions are misunderstood or simply lost. business opportunities since the client will prefer to negotiate with someone who understands. The objective of the proposal is to improve the relationship with customers through a Training Program that trains the staff in an integral way and that improves the skills in the performance of the tasks, as well as the redesign of the Inspection Process and the preparation of the Service of Inspection generating a process of Continuous Improvement in the company work.. The investment of the Proposal is $25,467.60 and the time of payback on investment is two years. The economic reasons calculated for the C/B ratio = 4.30, IRR = 5.81%, NPV = $3,854.35.
Descripción
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Palabras clave
ASEGURAMIENTO DE LA CALIDAD, MEJORAMIENTO CONTINUO, ISO 9001:2000, INSPECCIÓN DE CONTENEDORES