Diseño de un sistema de gestión de calidad para la Empresa TEL-GAR en base a la Norma ISO 9001:2015

Abstract

The objective of this curricular integration research was to design a quality management system for TEL-GAR company according to the ISO 9001:2015 standard. The theoretical-practical methodology based on the research-action method was applied; a diagnosis of its initial situation was made in relation to quality management and associated standards originally operated by the organization through an internal audit based on the requirements of ISO 9001:2015, in order to identify non-conformities. Thus achieving the structuring and proposal of the QMS, in addition to the development of the required documentation to achieve compliance with the standard, so the quality manual, procedures manual, records and other documents that will work as a means of support for the certified information when the organization needs to implement such documentation were developed. In addition, the processes were characterized with the management indicators that allow measuring the performance of the several processes and those responsible for the control and follow-up of such indicators. The main result was that the organization must perform the necessary tasks to increase customer satisfaction, thus complying with the requirements for the development of products and the optimization of process performance, as well as defining the roles and responsibilities of personnel within the company's positions and the QMS. It is concluded that the implementation of ISO 9001:2015 improves the efficiency of process management. It is recommended to socialize the QMS proposal to all the company's personnel who constitute the main axis of its management.