Propuesta de diseño del sistema de gestión de la calidad, en una empresa de servicios, basado en la Norma ISO 9001:2000, previo a la certificación

Abstract

The characteristics of the current globalized environment and the sophisticated demand from clients, it has meant that organizations have redefined themselves in terms of competitiveness to sustain themselves in the socio-economic environment in which they operate. In the present case of study, the organization becomes in part of its organizational culture, the words like, the quality of the process and the quality of the management with the intention of seeking the highest satisfaction of the clients and the interested parties, the generation of standards and management principles like continuous improvement, process management and involvement of senior management in this case of study are based on the ISO 9001: 2000 Certification Standard. This document the company's data, the projection, the problem are shown and the hypotheses that will be developed in the course of this case of the study are presented, the theoretical framework which is based on the proposal of the adoption of the Quality Management as the main management tool. Later the processes are identified, the organizational model is shown focused on the processes, the value network of the processes is defined, the map of the processes of the organization is shown, the processes and the corresponding indicators are defined. In the following section, the data and processes generated are validated and defined according to the requirements applicable to the ISO 9001: 2000 Certification Standard with the establishment of the policy, the objectives and the quality manual.