Diseño y planificación de un sistema de gestión de calidad basado en la Norma ISO 9001:2015 en la Empresa SERVICUEROS S.A. ubicada en el cantón Salcedo

Abstract

In this research, a quality management system was designed and planned based on the ISO 9001:2015 standard in SERVICUEROS S.A., its main objective was to prepare a quality manual to improve the effective performance of the internal processes for continuous improvement of the organization. For the development of the project, a checklist was started to establish compliance with ISO 9001:2015. With this analysis of data, it was proved that the organization has an incomplete quality management system, this reflected that 62% do not meet the requirements that the standard requires. The check list showed that the section with the least compliance with the requirements is that of leadership and commitment. On the one hand, there are no evaluation and monitoring criteria for the management system, which is why there is a need to draw up a manual that sets out the main aspects and documented information on the quality management system. On the other hand, the collection of information was carried out through interviews with the staff, obtaining specific data for the elaboration of the documented information. Finally, for the verification of compliance with the standard after the preparation of the quality manual, an audit plan is proposed in which the percentage of requirements that the company meets with respect to what is mentioned in ISO 9001:2015 standard. The design of this quality management system allowed to improve the understanding and execution of internal processes in order to get competitive products and services in the market. For this reason, it is recommended to the company to implement the quality manual to keep an orderly control of the processes and records generated in the company.