Implementación en su fase inicial de un sistema de gestión de la calidad bajo la norma ISO 9001:2008 para el servicio técnico de Tetra Pak ® Andina previa a la certificación

Abstract

The objective is to implement in its initial phase a Quality Management System (QMS) under the ISO 9001: 2008 norm for Technical Service in Tetra Pak® in the Andean region, for the Operations and Sales divisions, in order to increase the customer satisfaction, unify and standardize processes, improve financial and commercial indicators, and start the use of a continuous improvement methodology thus allowing a future certification. It shows an introduction about the whole organization, its business, policies, general structure, products and main processes. Then it shows the current situation of Operations and Technical Sales divisions from the financial, customer relationship, internal processes and human capacity perspectives. The theoretical frame shows concepts, process management and continuous improvement, strategy, and the ISO 9001: 2008 norm. Then it shows the used research methodology. Finally: 1) initial diagnostic of Operations and Technical Sales: structures, internal processes, problems and improvement opportunities. 2) Current accomplishment percentage of requisites of the norm. 3) Initial phase implementation of a QMS. 4) Accomplishment percentage of requisites of the norm and comparison with (2) to see differences and improvements. 5) Results analysis.