Diseño de un plan de gestión logística basado en la norma ISO 9001:2015 para la recepción y distribución de encomiendas en la Cooperativa de Transporte Riobamba, período 2023

Abstract

This research aimed to design a Logistics Management Plan based on the ISO 9001:2015 Standard for receiving and distributing parcels in Transport Cooperative Riobamba during 2023. The methodology used was inductive-deductive, collecting data from primary and secondary sources. The study revealed that the Cooperative did not have an adequate logistics management plan, which generated inefficiencies in the processes and low customer satisfaction. The survey identified a stratified sample of 376 Riobamba Cooperative's parcel service users. The most frequently shipped products were identified as textiles, household appliances, medicines, documents, and technology. In addition, extensive processing times were found, especially in the reception, delivery, and distribution of parcels. Based on these findings, a Logistics Management Plan aligned with ISO 9001:2015 was designed, which includes optimized processes for the reception, delivery, distribution (origin), and distribution (destination) of parcels. Implementing this plan is expected to improve the quality of service, reduce processing times, and increase customer satisfaction, thus strengthening the competitiveness of Riobamba Transport Cooperative.