Elaboración de un sistema de gestión de calidad basado en la norma ISO 9001:2015 para el proceso de matriculación vehicular del cantón Penipe, provincia de Chimborazo

Abstract

The proposal for the development of a quality management system based on the ISO 9001:2015standard for the vehicle registration process in the Penipe canton, province of Chimborazo, it was aimed at enabling the institution to develop a management system based on each of the ISO tools for the respective vehicle registration process. The inductive-deductive method was applied through surveys to administrative staff and users who purchased the service, which allowed obtaining the necessary information for the development of the research work, where an operational structure was implemented, integrationof processes and technical and general procedures through coordinated activities based on ISO 9001:2015, which provided user satisfaction with respect to the service received by the mobility sub-directorate through the implementation of quality policy, planning for compliance,monitoring and improvement. It was concluded that the institution does not have designated responsibilities and functions, as well as standardized procedures that could help to comply with the requirements of ISO 9001:2015. Therefore, it was recommended to conduct internal audits that generate timely, reliable and truthful results, thus achieving the optimization of resources, at the time of service delivery, identify the responsibilities and functions of each area, action plan to address risks by reducing the possibility of non-conformities in the user and make a compensation and incentive plan to have highly competitive staff, committed to the Subdirectorate of Land Transportation, Transit and Road Safety of Penipe canton, focused on providing a quality service.