Diseño de un sistema de gestión de calidad basado en la Norma ISO 9001:2015 para mejorar procesos de producción de queso en lácteos Elvita de la Asociación Nueva Esperanza.

Abstract

The objective of the present investigation was the design of a quality management system based on the ISO 9001: 2015 standard to improve the production processes of cheese in Elvita dairy of the Nueva Esperanza Association, for which an observational, cross-sectional and descriptive methodology was applied through a documentary review and a situational diagnosis of the current state of the microenterprise, also through the application of a check list that covered items 4, 5, 6, 7, 8, 9 and 10 of the ISO 9001 standard :2015, the information was processed, the degree of compliance was assessed, tabulated and analyzed through statistical tools, the calculation of the risk matrix was also carried out, obtaining relevant results of the requirement 4 context of the organization with the highest level of confidence being 63.64% and a lower risk level of 36.36%, and requirement 9 performance evaluation with the lowest confidence level of 11.11% and the highest risk level of 88.89%. To test the hypothesis, the Chi-square test was applied taking into account two variables, the independent one: ISO 9001:2015 standard and applicable legal requirements for cheese production and the dependent one: design of the quality management system, resulting in a calculated Chi-square of 7.12, which is greater than the obtained table of 5.99, therefore, the alternative hypothesis was accepted and the null one was rejected. Based on these results, the proposal was was organized based on conducting a SWOT analysis, applying customer service surveys, applying control checklists, applying indicators, evaluating the performance of the association's staff, quality policies, functions, adequate planning, process manual, personnel selection plan, internal communication plan, external communication plan, and organization charts; Therefore, the Nueva Esperanza Association must implement the proposal developed in this research to comply with the ISO 9001: 2015 standard, which will allow it to improve cheese production processes and obtain positive business results of an operational and administrative nature.