Globalization has generated that the market requires re-inventing, with constant changes and improvements that guarantee the positioning of organizations, for this the application of guidelines or norms that guide all the processes of an organization to the fulfillment of the same objectives is required. Based on the above, the present work intends to establishing the guidelines that guarantee the provision of the service in Capital Bus SAS organization, according to the requirements of the ISO 9001: 2015 standard, adopting the process approach from the beginning of the operation, as well as the activities and the people in charge of them, identifying the necessary steps for a future implementation of the quality management system and its benefits.
