Especialización en Gerencia de Calidad

Permanent URI for this collectionhttps://repositorio.uniagustiniana.edu.co/handle/123456789/48

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Análisis causal de las no conformidades detectadas en las auditorías internas y externas del sistema de gestión de calidad bajo la norma ISO 9001:2015 en el periodo 2022-2025 en una empresa de vigilancia y seguridad privada en la ciudad de Bogotá
OsorioMarin-Viviana; Gissel Dainne Vivas Molina
This work addresses, from a mixed approach (qualitative and quantitative), the causes of the nonconformities presented in the audit processes, both internal and external, of the quality management system under the ISO 9001:2015 standard in a private security and surveillance company in the city of Bogotá, during the periods 2022, 2023, 2024 and 2025. To this end, a documentary review of internal audit reports was carried out, as well as the audit reports issued by the certifying entity ICONTEC, thus leading to a characterization of the nonconformities where it was possible to identify the processes involved, the requirements of the ISO 9001:2015 standard that were not being met, type of audit and year in which the nonconformity was raised, under the findings found. Subsequently, similar nonconformities were grouped together, and a causal analysis was performed using the Cause-Effect methodology or also called Ishikawa Diagram, which then allowed for a statistical analysis of the causes that originated the nonconformities. Finally, an improvement plan was proposed to address the root causes of these nonconformities, reducing their potential likelihood of recurring in the future, and contributing to the improvement of the organization's quality management system.
Análisis de Coherencia del Sistema Jurídico de Movilidad Respecto del Peatón Años 2013 a 2023
Oliveros Melo Ferley; Vivas Molina Gissel Dainne
The high number of pedestrian deaths in Colombia highlights the state's failure to guarantee quality public services in terms of road safety. This problem has remained constant over time, normalizing a situation that should generate an urgent response from society and institutions. Statistics for the period 2013-2023 show no significant reduction in the number of pedestrian deaths, indicating a lack of effective action to address the causes of the problem. From a constitutional and legal point of view, this situation is unjustifiable, as the Colombian legal system has clear rules aimed at protecting pedestrians as particularly vulnerable users of the road system. Consequently, the problem does not lie in the absence of regulation, but in the insufficient enforcement and control of constitutional and legal mandates that impose on the State and private individuals the duty to guarantee the safety and integrity of pedestrians. This situation allows us to infer two possible explanations: either the authorities are unaware of their obligations towards pedestrians, or there is a lack of effective control mechanisms to ensure compliance with their duty to protect them.
Diagnóstico institucional del sistema de gestión de la calidad para la empresa Alta Visión S.A.S. basado en la norma ISO 9001:2015
Guerrero-Castro, Dafne Lorena; García-Cedeño, Geraldine; Gómez-López, Lealis María; Vivas-Molina, Gissel Dainne
This paper evaluates the feasibility of implementing a Quality Management System (QMS) in Alta Visión S.A.S., an ophthalmology Healthcare provider located in Bogotá that provides services to private patients and plans to expand into other specialties. Based on an analysis of the ISO 9001:2015 requirements and an institutional assessment, deficiencies and opportunities for improvement were identified in internal processes related to quality of care. Given the context of the Colombian healthcare system, characterized by low operational efficiency and user dissatisfaction, the adoption of a QMS is proposed as a key strategy to optimize institutional performance, strengthen patient safety, and align the institution with international standards, without the need to seek formal certification. The diagnosis made it possible to evaluate the level of compliance with the standard and its applicability in the organization. A mixed approach was used, with qualitative and quantitative methods, through interviews with employees and managers, patient satisfaction surveys and direct observation. The results show partial compliance with the standard, identifying deficiencies in process documentation, stakeholder management, internal communication, and follow-up of survey results and nonconformities. It is recommended to apply tools such as DOFA and PESTEL, establish periodic controls, update regulations and use KPIs to ensure continuous improvement. The implementation of the QMS is considered feasible because the institution is growing and requires structured processes that increase quality, trust and sustainability.
Diagnóstico organizacional y propuesta de mejora para la creación de una cultura organizacional enfocada a la calidad para la empresa VANEN S.A.S.
Bogotá Sanchez, Nicolás; Botina Martinez, Dayan Andrea; Pérez sierra, Gabriel Alberto; Prada Vargas, Carolina
The company VANEN is a simplified stock company (SAS) belonging to the real sector of the economy created in September 2000 by Jorge Eliecer Bogotá Gutiérrez, in terms of size it is a small private sector company that offers the service of design and impression. The organization presents different problems associated with the lack of implementation, management, control, and monitoring of quality, the lack of specification of processes, lack of knowledge when it comes to innovation and the absence of tools or tools that allow knowing the perception that customers have of the service and products offered by the company. For this reason, the project that will be carried out is "Organizational diagnosis and improvement proposal for the creation of an organizational culture focused on quality for the company VANEN S.A.S". Throughout the content of this work you will find a series of tools that allow the company VANEN to know the current situation of this and, likewise, make an organizational diagnosis for the realization of improvement plans focused on quality, which are : Characterization and perception of the client, model of managerial excellence (EFQM), process map and characterization of these, innovation models for competitiveness, social responsibility strategy, audit process, statistics or indicators for the analysis of costs and no quality and continuous improvement tools.
Diagnóstico para la implementación del sistema de gestión de calidad conforme a la ISO 9001:2015 en American Diesel Parts
Pantoja-Macias, Daniela; Vivas-Molina, Gissel Dainne
A diagnosis is made to determine the current situation of American Diesel Parts regarding the implementation of a Quality Management System in accordance with ISO 9001:2015. Its purpose is to provide to the top management of the automotive trading company, an input that allows making informed decisions related to: operational adjustments, resource optimization, continuous training, risk and opportunity management, process control and achievement of objectives. The aforementioned with the purpose of strengthening the capacity of the trading company to deliver compliant products that meet the customer's requirements and guarantee their satisfaction. In addition, the information provided allows senior management and the internal customer to identify opportunities for improvement and strengths of the operation and design strategies that promote the growth and competitiveness of the company, overcoming organizational obstacles, generated from the lack of knowledge of the structure and effectiveness of the processes that contribute to the sale of auto parts.
Diagnostico para la propuesta de acciones de mejora alineadas a un Sistema de Gestión de Calidad
Rozo Suarez, Carol Yineth; Venegas Varela, Sebastian; Prada Vargas, Carolina
In the COMPUFÁCIL Business Group, the development of a model based on the ISO 9001: 2015 standard was carried out, where non-conformities were identified in its integrated management system, through this diagnosis and the tools based on the Quality of the people in the specialization have been given solutions to these non-conformities generating a continuous improvement in the organization and creating an organizational culture focused on quality in the Compufácil Business Group.
Diagnóstico y propuestas de mejora que orientan la implementación del sistema de calidad en la empresa Neomedia Advertising S.A.S
Habib Olivella, Carlos Eduardo; Montealegre Medina, María Camila; Torres Serna, David Alejandro; Prada Vargas, Carolina
The project was developed in the company NEOMEDIA ADVERTISING SAS, dedicated to the generation of billboards, based on the realization of an initial diagnosis, where the information obtained is analyzed and proposals for improvement are generated through the use of quality management tools. that allow the company to implement a quality management system under the ISO 9001: 2015 standard.
Diseño de programa de incentivos para los colaboradores del área comercial de crédito de vehículos del Banco Santander sede Medellín
Maria Alejandra Clavijo López; Andrés Felipe Clavijo López; Gissel Dainne Vivas Molina
The well-being of employees in the vehicle loan sales area of Banco Santander's Medellín branch is fundamental to the organization's monthly results, especially considering the increasingly competitive financial market in the country and the region. This study aims to implement a workplace well-being program based on employee experiences, opinions, and ideas gathered through an in-person focus group. Additionally, it outlines what Banco Santander should avoid in its vehicle loan sales area to foster a positive work environment, as this is essential for talent retention, goal achievement, and contributing to the organization's productivity. A positive and healthy work environment improves employees' quality of life and enhances their performance, resulting in optimal outcomes for the company.
Diseño del sistema de calidad fundamentado en la norma ISO 9001:2015 para la empresa SIGA Ingeniería y Consultoría S.A., Sucursal Colombia
Díaz-Fula, Anataly; Calderón-Rojas, Paola Andrea; Panchalo-Ibáñez, Diana Maribel; Hernando Camacho Camacho
Companies seeking continuous improvement and competitive advantages in their products or services must be very clear that in order to achieve high standards they must be oriented to develop a Quality Management System document. The emergence of quality is given in the first moments, as a business management system, guided to production, where its main objective was to adjust the services or products, in order to reduce costs while maintaining the similarity and standardization established by the company. This work proposes a Quality Management System based on ISO 9001: 2015, where the Management System includes: process, identification, organization and a monitoring and continuous improvement phase. The Project arises as a need of SIGA Ingeniería SAS in order to establish a design of the quality management system to improve and standardize the processes within the company, generating increase in the bidding power and have greater competitiveness in the market. Accordingly, a work plan is developed to establish the design of the quality management system based on ISO 9001:2015 where each stage will be explained.
Diseño del sistema de gerenciamiento de calidad para la empresa SKP Consultancy S.A.S de acuerdo con la Norma ISO 9001 versión 2015
Rincón-Rodríguez, Juan Diego; Castro-Rodríguez, Laura Vanessa; Beltrán-Novoa, Cindy Paola; Hernando Camacho Camacho
The proposal for the design of the quality management system based on the ISO 9001: 2015 standard for the company SKP consultancy, allows developing relevant issues for its growth, creating strategies based on the PHVA cycle, process map, characterizations, among others, which will allow the company to be more competitive in the facilities sector, providing tools for the fulfillment of the mission, vision, objectives and promise to the client. All these must be within the focus of the standard, being applicable from the beginning of commercial operations, through the entire production and implementation chain, to end in the follow-up and after-sales service to the client.
Diseño del Sistema de Gerenciamiento de la Calidad para la empresa Beauty Full Home bajo la Norma ISO 9001:2015
Pineda-Pérez, Laura Camila; Cortés-Piraquive, Shearley Katheleen; Vásquez-Torrejano, Javier Mauricio; Camacho Camacho, Hernando
The following project focuses on Designing the Quality Management System for the Beauty Full Home company under the ISO 9001: 2015 Standard, in order to plan, execute, manage and efficiently improve each of the company's processes and likewise the achievement of its objectives, since the quality management of the processes allows customer satisfaction and a competitive advantage in organizational growth. The design of the QMS for the company Beauty Full Home, begins from the proposal of the organization chart, the design and management of the processes through the map and their characterization, the preparation of the program and the internal audit plan , the description of the fundamental practices of Corporate Social Responsibility, the development of the Business Canvas model, the design of the monitoring and measurement of quality through management indicators, the application of continuous improvement through Lean Manufacturing and ends, with the proposal of the management communication matrix and finally the project management plan for the company Beauty Full Home.
Diseño del sistema de gestión de calidad según norma ISO 9001:2015 para la compañía farmacéutica Globalquimia Ltda. como estrategia de mejoramiento de la calidad
Camargo Patiño, Yadira; Mercado Beltrán, Gina Paola; Guerrero González, Ana María; Camacho Camacho, Hernando
The present research project proposes the design of a Quality Management System for the pharmaceutical company Globalquimia Ltda. According to the ISO 9001: 2015 standard as a bet for the strengthening of business management. The proper implementation of the model aims to generate important advantages in any organization, focused on the application of the culture of quality of all processes established in it, providing products and services that meet the requirements, needs and expectations of all interested parties. This improvement proposal contributed to the organization as it allowed it to expand its competitive horizons, incorporating aspects of risk prevention, approach to processes and the structuring of improvement based on the cycle Plan – Do – Check - (PDCA); Likewise, it promotes the maintenance of win-win relationships with its customers and suppliers, generating value and confidence in the products and services it offers.
Estructuración del sistema de gestión de calidad con base en la Norma ISO 90012015 para la empresa Genuina Store Clothes S.A.S
Marin-Coy, Laura Victoria; Castro-Carreño, Yaneth; Sepulveda-Sanchez, Katherine Rocio; Camacho-Camacho, Hernando
Genuina Store Clothes Ltda., Is a company created in 2020 in the city of Bogotá offering products that provide comfort, style, authenticity, security to those women who are at the forefront of fashion, and who are looking for products that are accessible to the whole public, satisfying the tastes and needs of as many women as possible. Currently, Genuina Store Clothes Ltda. Does not have a structured quality management system, which gives the company the possibility of implementing optimal processes based on current ISO 9001: 2015 regulations; For this reason, the present work aims to present a proposal that allows the company to restructure existing processes under the standard, optimizing processes, resources, and satisfying the needs of stakeholders in the organization's processes.
Estudio de factibilidad para la apertura de un consultorio Odontológico en Ciudad Salitre Occidental (Bogotá), 2025.
Yency Jenny Marcela Martinez Monroy; Gissel Dainne Vivas Molina
This project aims to evaluate the feasibility of establishing a dental clinic in UPZ 110 – Ciudad Salitre Occidental (Bogotá), focused on providing comprehensive oral health services and contributing to the well-being of the local community. The proposal includes the creation of a clinic offering preventive, general, and aesthetic treatments supported by humanized care practices and strict biosecurity standards. As part of its positioning strategy, the clinic plans to develop a distinctive visual identity— including a logo and slogan—along with digital content strategies on platforms such as Instagram and TikTok, in order to strengthen its presence and brand recognition in the local market. For its launch and the sustainability of its first three months of operation, the project requires an initial investment estimated between COP $113,000,000 and $159,000,000, with the expectation of achieving sustainable growth and reaching an approximate 30% return on the invested capital. The research is guided by the central question: How can a dental clinic in UPZ 110 differentiate and position itself in a highly competitive market by offering oral health services that integrate quality, accessibility, biosecurity, personalized care, and innovative aesthetic procedures? To address this, methodological tools are applied to validate the technical aspects of the project, along with financial analyses that ensure proper resource management.
Evaluación de la Difusión Asertiva de Cómo Generar PQRSF Dirigida a Estudiantes Virtuales de la Universitaria Agustiniana
Gomez Torres Lina Maria; Gissel Dainne Vivas Molina
This undergraduate thesis analyzes the level of knowledge of virtual students at Uniagustiniana regarding the PQRSF mechanisms provided by the CSU, identifying gaps in institutional communication that affect student satisfaction and retention. It is based on a quantitative approach, using a survey applied to 15 students from virtual specializations, also analyzing the dissemination in communication media over 4 months. It reaches clear conclusions and provides suggestions and improvement proposals based on the results.
Mejora al Procedimiento de Asistencia Técnica a Localidades de la Unidad Administrativa Especial de Rehabilitación y Mantenimiento Vial – UAERMV de Bogotá
DavilaRamirez-CarmenAlicia; VivasMolina-GisselDainne
The main purpose of this work is to formulate improvement actions to strengthen the Technical Assistance to Localities procedure, which is part of the Infrastructure Conservation Planning process of the Planning and Conservation Sub-Directorate of the Special Unit for Road Rehabilitation and Maintenance. This is based on findings identified by the Internal Disciplinary Control Office during an internal audit conducted in February and March of 2025. The audit revealed deficiencies in the allocation, monitoring, and response to requests for Technical Assistance to Localities submitted to the entity. This analysis was conducted using a qualitative and descriptive approach. The documentation evaluated by the Internal Disciplinary Control Office was reviewed to identify the shortcomings through the development of a Cause-and-Effect matrix. Subsequently, an update to the procedure was proposed, and a series of strategies were generated to strengthen the response to requests and contribute to interdepartmental coordination.
Plan de mejora en el proceso financiero de Notas crédito mediante el estándar de gestión de calidad ISO 9001:2015 para optimizar la coordinación de la empresa SAINT-GOBAIN COLOMBIA S.A.S con sus clientes.
Oviedo-Mozo, Lina Marcela; Galán-Diaz, Sandra Liseth; Camacho-Camacho, Hernando
The following research project focuses on designing and creating the Improvement Plan in the financial process of Credit Notes through the quality management standard ISO 9001: 2015 in order to optimize, plan, execute and improve each of the processes of the company, emphasizing the financial area for the coordination and improvement of the processes with the credit notes of the company Saint-Gobain Colombia SAS The design of the Quality Management System for the design of an improvement plan in the financial process for the company Saint-Gobain Colombia SAS, starts from the approach of the problem, development of the Organizational Chart, the design and management of the processes through of the map and its characterizations, the development of the internal audit program and plan, the description of the fundamental practices of Corporate Social Responsibility, development of the Business Canvas model, the design of the monitoring and the measurement of quality through the management indicators, the application of continuous improvement through Lean Manufacturing diagnosis and ends, with the proposal of the managerial communication matrix and the project management plan for the Saint-Gobain Colombia company.
Propuesta de estructuración de un Sistema de Gestión de la Calidad para PROMACO INDUSTRIAL S.A.S.
Valenzuela-Garzon, Luz Angela; Sarmiento-Barrera, Carmen Sofía; Sissa-Dueñas, Willan Arley; Camacho Camacho, Hernando
PROMACO INDUSTRIAL S.A.S. It is a private company dedicated to the maquila, production, transformation and commercialization of raw materials for the pharmaceutical, agricultural, food and cleaning products industry, among others. Currently, this organization does not have a documented management system in accordance with its activity and context, which entails various difficulties that limit the company's growth possibilities and that could be controlled with proper management of the organization's processes. The main objective of this work is to present a proposal for the structuring of a quality management system framed in the guidelines of the ISO 9001 Standard 2015 version and the principles of corporate social responsibility, managerial excellence and other tools acquired during the specialization, that is aligned with the strategic planning of the organization and that allows to satisfy the needs and expectations of both clients and other interested parties, thus contributing to the consolidation, projection, development and growth of the company
Propuesta de gerencia de la calidad parala organización 7/24 Soluciones de Ingeniería bajo la norma ISO 9001 versión 2015
Cárdenas Guerrero, Gloria Esperanza; Fonseca Pérez, Sandra Viviana; Velásquez Calderón, Lissette Johanna; Camacho Camacho, Hernando
Economic development is more demanding for any organization to be in the market, it is necessary that companies are at the forefront of development and include strategies that contribute to their stability and permanence to be competitive. The purpose of this paper is to present a proposal of Quality Management for the company 7/24 Engineering Solutions, this proposal is based on the ISO 9001: 2015 standard, which shows the parameters to follow for an ideal implementation of a system of quality management in any organization.
Propuesta de Gestión de Calidad que contribuya con la excelencia de la Empresa UNITEL S.A.S
Casas Fuquene, Ángela María; Caro Barrera, Paula Andrea; Rodríguez Escandón, Yubi Soraida; Camacho, Hernando
The proposal of a Quality Management System that contributes to excellence for the company Unitel S.A.S, adapting precise guidelines for the continuous improvement of the Quality of the processes and the achievement of its objectives. The present research work has an exhaustive analysis in all the processes and therefore in its activities, in the development of a series of proposals starting from the organization chart of the company, the process map, through a design by processes, macro processes, interrelationships and their characterizations, the creation of the matrix and the indicators sheets for monitoring and measuring processes, the evaluation of excellence in the EFQM model, for the identification, evaluation and analysis of causes of the main problems of use such as: Five whys, Pareto diagram, problem tree, as a result of a strategy of continuous improvement through the PHVA cycle, use of tools offered by the fourth industrial revolution, which allows the efficiency in communications and the decision-making, in search of innovation, the increase of the portfolio and the provision The best canvas, the proposal to open a store Online supported by the design of the canvas model, awareness of the organization of the importance of social responsibility of stakeholders, verification of the quality of quality, with a proposal for periodic audits, to identify weaknesses, strengths and aspects to improve.

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