bachelorThesis
Diseño de un modelo de gestión de calidad por procesos para la Cámara de Comercio de Cuenca, bajo la normativa ISO 9001:2015
Fecha
2021-10-11Autor
Campoverde Arévalo, Ana Gabriela
Institución
Resumen
The initiative to carry out this integrative project arises from the multiple
problems identified in the internal management of the Cuenca Chamber of
Commerce. Among them, the lack of socialization and therefore of knowledge
on the part of the collaborators, of the processes in the operation of the
Institution; which leads to difficulties in the provision and delivery of services to
the end customer. Thus, the central objective of this work is to develop a Quality
Management Model for Processes framed in the requirements specified by the
ISO 9001: 2015 Standard.
In this context, the present project was developed around three fundamental
variables identified. In the first place, the quality management system by
processes, where through meetings with the team, the processes of each area
were raised and defined. In second place, for each one of them, management
indicators were determined with their respective responsible and frequency of
measurement to keep track of results. Finally, with all this it was intended to
contribute to a last variable, continuous improvement; which is measured
through key indicators in the management of the processes. This as a proposal
for a future implementation aimed at achieving greater efficiency in the internal
management of the Cuenca Chamber of Commerce