Diseño de un sistema integral de sostenibilidad turística en transporte y gestión de calidad basados en la norma técnica sectorial NTS-TS 005 y la norma ISO 9001:2015 para la empresa Chivas Tour Cali, en la ciudad de Cali

Abstract

The objective of this work is focused on the documentary design for the integral system of quality management and tourism sustainability of the transport company Chivas Tours Cali SAS based on the requirements of the sectoral technical standard NTS-TS 005 and the ISO 9001 standard : 2015. A current situational analysis of the company was carried out where the lack of a management process based on guidelines of standards and documented procedures that help the organization and control of the activities that are currently carried out without any type of planning, which are not adequate and therefore do not add any value to the company. Three main phases were developed, the first was to make a diagnosis of the company regarding the application of the NTS-TS 005 and ISO 9001: 2015 standards, through the use of survey tools and checklist, vital information was collected, reliable and of significant contribution with respect to the processes that are part of the generation of value of the company, of the activities that are developed in each one of the areas and especially of the percentage of compliance with the norms. The second phase with place in the identification and evaluation of the environmental, socio-cultural and economic impacts that when developing the activities of the company can be caused, in addition everything related to external and internal needs and expectations of all those interested in satisfaction was identified of the client's requirements, in this phase the environmental impact matrix and the DOFA matrix were used as a tool. In the third phase, all the documents, procedures, formats, records and activities necessary to comply with the basic and support requirements of the NTS-TS 005 and ISO 9001: 2015 standards were carried out. Finally, the objectives set by this work are fulfilled, resulting in the design of a comprehensive system of quality management and tourism sustainability based on the preparation of the documentation required by the standards