Formulación del plan estratégico y el sistema de gestión de calidad en base a la norma ISO 9001:2015 de la Empresa de Transporte del Mayorista ETRAMAY S.A.

Abstract

The aim of this certification work was the "Formulation of the Strategic Plan and the Quality Management System based on the ISO 9001: 2015 Standard for the Wholesaler Transport Company ETRAMAY SA", of the city of Ambato, with the purpose of implementing management tools that are useful to improve the organizational performance and provide quality heavy cargo transport services. The investigation opens with the analysis of the current situation of the company, through the implementation of techniques such as: interviews, surveys and observation forms. After that, it was determined that the organization possesses a modern vehicular fleet, it needs to delimit the operational processes, it does not have direct contact with the client, and it has also been shown that the shareholders have no commitment to the company because each one works on a personal entitlement. With the obtained findings, it has been possible to fulfill the proposal which, in turn, is divided into two segments. In the first segment, the internal and external analyses of the organization are executed. These analyses are useful to develop matrix techniques. With this, business policies were elaborated, being this the starting point to elaborate objectives, goals and indicators to be developed in coordination with strategies. In the second segment, the requirements of the ISO 9001: 2015 Standard for the development of the Quality Management System were designed. In virtue of the above, it is recommended that the company ETRAMAY S.A. applies these management tools so that they are able to provide a quality service with efficient organizational performance.