Plan para la implementación de la norma ISO 9001-2015 en la empresa RGA Consultoría & Construcción S.A. ubicada en la ciudad de Quito.

Abstract

The importance of quality for all organizations is well known, and there are many philosophies, management systems, tools and techniques with which it can integrate into daily work practices. The main objective of this research was to design an implementation plan for the ISO 9001-2015 standard in the company RGA” Consultoría & Construcción S.A.” to improve the quality of its services and products, increase customer satisfaction and gain a competitive advantage in the marketplace. For this reason, a comprehensive review of the ISO 9001-2015 standard was necessary to achieve this objective and the primary requirements the company needed to achieve to get the certification. In addition, interviews with the staff and an analysis of the existing documentation were essential to evaluate the company's current situation in terms of quality. Then, an action plan for implementing the standard was developed. This plan included the creation of a quality committee, defining roles and responsibilities, elaborating procedures and documents, training personnel, and performing internal audits. The implementation plan was executed for six months, and several activities were carried out, such as defining quality objectives, creating performance indicators, elaborating manuals and procedures, and training personnel. In conclusion, the research addresses the importance of a quality management system to improve the quality of the services and products offered, increase customer satisfaction and achieve a competitive advantage in the market.