“Diseño e implementación de un sistema de gestión bajo la norma ISO 9001:2015 para mejorar la satisfacción de sus principales clientes en una empresa de transporte terrestre de carga
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Date
2024-09
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Universidad Nacional de Trujillo
Abstract
El presente trabajo de suficiencia profesional se realizó en una empresa de transporte
terrestre de carga debido a que carecía de procedimientos e indicadores de calidad
claramente definidos, en consecuencia, se determinó como objetivo principal determinar
cómo influye el diseño e implementación de un sistema de gestión de calidad basado en
la norma ISO 9001:2015 para mejorar la satisfacción de sus principales clientes.
Inicialmente, se realizó el diagnóstico de la empresa mostrando un nivel de cumplimiento
del 21.26% con respecto a los requisitos de la norma, por lo cual, se dio inicio al diseño
de la información documentada, aplicando herramientas de calidad como Matriz FODA,
5 Fuerzas de Porter, Ciclo PHVA. Luego, se implementó el sistema de gestión, incluyendo
el evento de concienciación y capacitaciones para el personal. Posteriormente se realizó
la Auditoría Interna en la cual se obtuvieron como hallazgos 4 no conformidades y 1
observación, mismas que se subsanaron antes de la Auditoría de Certificación.
Finalmente, la empresa obtuvo la Certificación Internacional bajo la norma ISO
9001:2015, con un resultado de 0 no conformidades y 4 oportunidades de mejora. La
satisfacción de los principales clientes mejoró de 80.95% a 87.04% como resultado de
estas mejoras implementadas en la empresa.
The present work of professional sufficiency was carried out in a land freight transport company due to the lack of clearly defined procedures and quality indicators, consequently, it was determined as the main objective to determine how the design and implementation of a quality management system based on the ISO 9001:2015 standard influences to improve the satisfaction of its main customers. Initially, the diagnosis of the company was carried out showing a level of compliance of 21.26% with respect to the requirements of the standard, for which the design of the documented information began, applying quality tools such as SWOT Matrix, Porter's 5 Forces, PHVA Cycle. Then, the management system was implemented, including the awareness event and training for the staff. Subsequently, the Internal Audit was carried out in which 4 non-conformities and 1 observation were obtained as findings, which were corrected before the Certification Audit. Finally, the company obtained the International Certification under the ISO 9001:2015 standard, with a result of 0 non-conformities and 4 opportunities for improvement. The satisfaction of the main customers improved from 80.95% to 87.04% as a result of these improvements implemented in the company.
The present work of professional sufficiency was carried out in a land freight transport company due to the lack of clearly defined procedures and quality indicators, consequently, it was determined as the main objective to determine how the design and implementation of a quality management system based on the ISO 9001:2015 standard influences to improve the satisfaction of its main customers. Initially, the diagnosis of the company was carried out showing a level of compliance of 21.26% with respect to the requirements of the standard, for which the design of the documented information began, applying quality tools such as SWOT Matrix, Porter's 5 Forces, PHVA Cycle. Then, the management system was implemented, including the awareness event and training for the staff. Subsequently, the Internal Audit was carried out in which 4 non-conformities and 1 observation were obtained as findings, which were corrected before the Certification Audit. Finally, the company obtained the International Certification under the ISO 9001:2015 standard, with a result of 0 non-conformities and 4 opportunities for improvement. The satisfaction of the main customers improved from 80.95% to 87.04% as a result of these improvements implemented in the company.
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TECHNOLOGY::Industrial engineering and economy