Elaboración del manual de procedimientos basado en la norma ISO 9001 (2015) para el mejoramiento del área administrativa de la Constructora Vivanco Gallegos S.A.

Abstract

This research aimed at elaborating the manual of procedure based on ISO 9001 (2015) norm for the improvement of the administrative area of the construction company Vivanco Gallegos S.A. To fulfill this objective, the following methodology is applied: First, to diagnose the current situation of the enterprise, emphasizing on the status of the current documentation of the administrative area. Second, to define and develop the minimum and necessary procedures to achieve improvement. Third, to apply the procedures and evaluate the achieved improvement. The diagnosis of the current situation is made through the application of data collection techniques such as observation, interview, and questionnaire. To define the procedures to be elaborated, bibliographic research is used. To develop the procedures, flowcharts are used. The improvement is evaluated based on the calculation of the indicators established in chapter VI. Once the procedures were applied, the following results were found: standardized procedures (100%), controlled documents (81%), elaboration of job profiles (22%), training of workers (93%), inductions carried out (100%), offers accepted (82%), customer complaints (14%), complaints to suppliers (0%), incident management (80%), non-conforming services (7%). In conclusion, thirteen necessary minimum procedures were developed, which were applied in the administrative area through pilot tests; the average of the improvement that was reached was equal to 43, 5% in relation to the current situation. Finally, it is recommended to train human talent in the reading and correct application of the flowcharts of elaborated procedures.