Propuesta del sistema de gestión de calidad basado en la Norma ISO 9001:2015 para la Operadora de Taxis Macají

Abstract

The research project entitled “PROPOSAL OF THE QUALITY MANAGEMENT SYSTEM BASED ON THE ISO 9001: 2015 STANDARD FOR THE TAXIS OPERATOR MACAJI” aimed to improve the management and quality of the taxi service offered to users in Riobamba city, Chimborazo province. For this, research instruments were used, such as an interview directed to the operator's manager; a survey was conducted for human talent, partners and clients; Finally, an observation card was made to determine the state of the infrastructure, equipment, furniture, and office supplies and the vehicle fleet. This made it possible to determine that the MACAJI operator does not have a quality management system that contributes to improving its management and the quality of its taxi service. The development of the proposal consisted of executing the ten requirements of ISO 9001: 2015, mainly highlighting the preparation of an updated SWOT analysis, management by processes, policy and quality plan, plan for risks and opportunities, a methodology for contracting and development of collaborators, design of new activities for a new taxi service, an audit program based on the parameters of ISO 19011: 2018 and continuous improvement throughout the Deming cycle. The authorities are recommended to implement this proposal to obtain efficient results, greater benefit, and competitiveness.