Diseño del sistema de gestión de calidad basado en la Norma ISO 9001:2015 para la Dirección de Relaciones Nacionales e Internacionales (DRNI) de la Escuela Superior Politécnica de Chimborazo (ESPOCH)

Abstract

This research project proposes the design of a quality management system based on the international standard Organization for Standardization (ISO) 9001: 2015 for the Department of International Relations of the Escuela Superior Politecnica of Chimborazo in the city of Riobamba for the purpose to improve and standardize the processes. The research was conducted by means of interviews directed to the Director and the Secretary of the Directorate, as well as surveys aimed at students. These methods served as a basis to identify the main problems such as the lack of quality policy, quality objectives, documentation control, process manual and position manual. Besides, the students do not know the Direction Office and the work done there. The design of the quality management system manual was completed detailing six job manuals, necessary formats to comply with the requirements proposed by the standard, as well as the process manual which will allow personnel to know the activities that are carried out. It is recommended to implement the model of the proposed management system as it will help to meet quality standards, improve user service, processes and administrative management of the Directorate.