Especialización en Gerencia de Calidad

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

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Propuesta de integración de la gestión de riesgos en el Sistema de Gestión de la Calidad de la Fundación Universitaria San Mateo
Díaz Díaz Daniel; Diaz Ospina Laura Carolina
This project aims to integrate risk management into the Quality Management System of Fundación Universitaria San Mateo to strengthen institutional assurance and support preventive decision-making. The study followed a mixed-methods approach, mainly qualitative with quantitative support, using document review, interviews, surveys, and risk matrix analysis in the KAWAK platform. Results show that, while the institution has structured tools, their use is mostly documentary and reactive. A dynamic integration model is proposed, linking PQRSF information to risk maps to update controls and improve management. The model highlights the role of process leaders as the first line of defense and the use of technological tools to support institutional management. The conclusion is that integrating risk management into the quality system helps optimize processes, reduce recurring failures, and improve stakeholder satisfaction, in line with ISO 9001:2015 and ISO 31000:2018 standards.
Modelo de mejora interno para elaboración de anexo 13 en establecimientos farmacéuticos de Bogotá
Velandia-Chaparro, Gladys; Díaz-Ospina, Laura Carolina
The project analyzed the process of preparing and reporting Annex 13 in pharmaceutical establishments in Bogotá D.C., identifying inconsistencies in the quality and timeliness of information regarding controlled medications. Based on the validation of reports and the application of quality management tools, an internal improvement model was formulated aimed at standardizing the process, strengthening internal controls, and supporting it with an Excel tool, in compliance with Resolution 1478 of 2006.
CARACTERIZACIÓN Y ESTANDARIZACIÓN DE PROCESOS ORGANIZACIONALES COMO ESTRATEGIA PARA FORTALECER LA GESTIÓN DE LA CALIDAD EN PROUSTA
Nelly Paola Montenegro Martinez; Daniela Fernana Vargas Fjardo; Gissel Vivas
This research proposal aims to characterize and standardize the processes of PROUSTA (NATIONAL ASSOCIATION OF TOMASINO PROFESSIONALS) in order to strengthen its quality management by incorporating the process management approach. To this end, a qualitative research project is proposed, comprising two complementary approaches: explanatory and descriptive, involving almost all of the institution's employees through semi-structured interviews and document review. The study aims to provide the organization with strategies that strengthen its organizational structure and management capacity.
Desarrollo de un modelo de plan de calidad para una empresa de interventoría en infraestructura vial/ Development of a quality plan model for a road infrastructure oversight company
Luz Angela del Pilar Ortiz Hernández; Laura Díaz Ospina
This work originates from the need of a road infrastructure supervision and consulting company, where the preparation of quality plans for its projects is carried out in a non-standardized manner. Due to the diversity in project scope, contractual requirements, client types, and technical demands, each team develops its own plan, generating differences in structure, longer preparation times, and noncompliance with quality requirements. This situation also impacts the increase in costs associated with poor quality and the inefficient use of human resources dedicated to the preparation of quality plans. In this context, the objective of this applied emphasis work is to design a standardized quality plan model that is aligned with the organization’s quality management system and with the requirements of ISO 9001:2015. For its development, an analysis of the current situation was carried out through document review, observation, and comparison with regulatory requirements, which made it possible to identify gaps. As a result, a quality plan model is presented, accompanied by tools such as checklists, diagnostic matrices, and requirement matrices that facilitate its implementation. This model is intended for all company projects to use and adapt according to each case, in order to optimize time, improve process coherence, and strengthen compliance with quality requirements.
Propuesta de implementación Sistema de Gestión de Calidad basado en la Norma ISO 9001:2015 para la Casa de Eventos San Gabriel
Arias Vargas, Reney; Diaz Ospina Laura Carolina
This project presents a proposal for a quality management system based on the ISO 9001:2015 standard for the Sangabriel Event Venue, with the aim of improving its processes and enhancing the quality of service it offers. This system was developed to create a structure that allows for a more efficient response to customer experience and strengthens the business's internal processes. To develop this proposal, the current state of the event venue was analyzed, identifying how its processes function and its main areas for improvement. Based on this diagnosis, specific actions aligned with the standard's requirements were proposed, such as process definition and the implementation of indicators to monitor performance. Furthermore, this proposal seeks to serve as a guide for the event venue's growth and its potential to achieve certification in the future.
Optimización del proceso de gestión de peticiones, quejas y reclamos mediante herramientas de calidad para reducir los tiempos de respuesta al cliente en una empresa privada del sector de estacionamiento en Bogotá D.C.
Forero Torres Fabian Enrique; Laura Carolina Diaz Ospina
The objective of this work of applied emphasis was to propose an improvement of the process of management of requests, complaints and claims through quality tools, in order to reduce response times and strengthen customer satisfaction in a private company in the parking sector in Bogotá D.C. The study was developed on an anonymized organizational case, built for academic purposes and supported by operational information consistent with the dynamics of the service. From the point of view of quality management, the attention of complaints constitutes a source of organizational learning and an input for continuous improvement, especially when the organization depends on the speed, reliability and traceability of its responses to the user (International Organization for Standardization, n.d.-a; Filip, 2013).
Propuesta de mejora del control documental en el Sistema de Gestión de la Calidad de Jeoprobe S.A.S Un Enfoque hacia la eficiencia operativa y la toma de decisiones. - Proposal for improving document control in the Quality Management System of Jeoprobe S.A.S. A focus on operational efficiency and decision making.
Arciniegas-Valero, Anderson Andrei; Rodriguez-Mejía, Lorena Yulier; Rivera-Jimenez, Nelly Katherine; Laura Diaz Ospina
This project arose from a clear need at JEOPROBE S.A.S.: to move from chaos to structure. The goal is not simply to organize paperwork, but to design a document control system based on the ISO 9001:2015 standard that transforms informal practices into strategic and efficient processes. To achieve this, we immersed ourselves in the actual operations. Through interviews with the administrative team and direct observation in the areas with the highest data volume, we identified that the lack of control was causing rework and disrupting internal workflow.
Propuesta de indicador de desempeño (KPI) para el control de vencimientos en el sector de discount retail en Bogotá
Yuri Marroquín; Hernando Andres Marin Aranda; Lorena Chala; Laura Carolina Díaz
Title: Performance Indicator (KPI) Proposal for Expiration Control in the Discount Retail Sector in Bogotá.Abstract: This study aims to develop a Key Performance Indicator (KPI) proposal focused on improving the control and timely removal of expired and near-expiration products in discount retail establishments in Bogotá. The research arises from the need to strengthen quality control and food safety processes in this sector, where high merchandise turnover and operational dynamics increase the risk of failures in expiration date management. The study was conducted using a qualitative approach through direct observation and interviews with operational staff from discount retail stores in Bogotá. The analysis identified several critical factors affecting process execution, including operational pressure during product stocking, multitasking responsibilities among employees, and difficulties in maintaining constant controls in high-turnover and short shelf-life categories such as dairy products, cold cuts, and bakery items. The findings revealed that organizations currently maintain a predominantly reactive approach focused on waste reporting, limiting their ability to anticipate risks associated with expired products. In response, a preventive KPI called “Percentage of Timely Identification of Products Near Expiration” is proposed to measure the level of compliance in the early detection of products at risk of expiration. Finally, the study concludes that implementing prevention-oriented performance indicators can significantly strengthen operational control, reduce economic losses, minimize sanitary risks, and promote an organizational culture focused on continuous improvement and compliance with quality and food safety standards in the retail sector.
Sistematización de controles críticos para la reducción de costos de no calidad en el proceso productivo de blisteado en una empresa farmacéutica / Systematization of critical controls for the reduction of non-quality costs in the blister packaging production process in a pharmaceutical company
Ayala Santamaria Maria Fernanda; Blanco Rodríguez Raúl Enrique; Santofimio Quipo Laura Daniela; Laura Diaz
This undergraduate thesis project proposes the systematization of critical controls in the blistering process of an organization in the pharmaceutical sector, with the primary objective of mitigating the costs of poor quality associated with rework, material waste, and finished product returns. Currently, the management of these controls is manual and fragmented, which limits the proactive detection of deviations and puts strict compliance with Good Manufacturing Practices (GMP) at risk. The research is based on a mixed-methods approach, integrating advanced methodologies such as the PDCA cycle, the HACCP system, and Lean Six Sigma principles. As a result, a standardized documentary system is designed to optimize operational traceability and ensure the reliability of evidence for regulatory authorities.
Propuesta de Gestión para la Reducción del Impacto Ambiental en el Conjunto Hacienda Casa Blanca en Yopal
Palacio-Torres, Jeison David; Vallejo-Mora, Carlos Antonio
The growing concern for environmental sustainability has led to increased reflection on the importance of implementing strategies that ensure the proper use of natural resources and the reduction of negative impacts generated by human activities. In this context, waste management becomes a key component in urban environments, particularly in residential complexes, where social diversity and population growth create complex dynamics in its management. In Colombia, environmental management in these settings must be aligned with regulations such as Law 675 of 2001, promoting responsible practices that contribute to resource conservation in common areas. Integrated Solid Waste Management (ISWM) emerges as a fundamental approach based on prevention, shared responsibility, and environmental education, especially in waste separation at the source. Furthermore, theoretical approaches such as ecological systems theory and community environmental psychology highlight the influence of the environment on human behavior and the importance of fostering collective commitment toward environmental care. This study is conducted in the Hacienda Casa Blanca residential complex, located in Yopal, Casanare, with the aim of identifying issues related to solid waste management and proposing strategies to reduce environmental impacts and associated sanitary risks, thereby improving the quality of life of the community.
La Responsabilidad Social Empresarial (RSE) y su influencia en el desempeño organizacional de los empleados en el sector minero del municipio de Albania, La Guajira.
Corzo Hernandez Dianelis; Laura Diaz
This research project aimed to analyze the influence of Corporate Social Responsibility (CSR) on the organizational performance of employees in the mining sector of the municipality of Albania, La Guajira. The methodological process was structured under a qualitative approach, which allowed for the study of the dimensions of CSR and job performance through concrete actions. During the research process, the interview, specifically the semi-structured interview, was used as the data collection technique and instrument. A simple random probabilistic sample of 10 employees from the mining sector of the municipality of Albania, La Guajira, was used. Among the most relevant findings, it is highlighted that Corporate Social Responsibility practices are focused on the implementation of social programs and job creation; however, these practices are not adequately perceived, and therefore their impact, although positive, is not homogeneous among employees. This results in average job performance, reflected in the fulfillment of their assigned job duties. It is concluded that Corporate Social Responsibility (CSR) influences organizational performance, but its effectiveness depends on its proper implementation within the organization.
Propuesta para la creación de la guía del proceso de recepción de pacientes en la CRC Revoluciones por Minuto Sede Tintal
Benavides-Medina, Daniel Alejandro; Vivas-Molina, Gissel Dainne
This research aims to propose a comprehensive improvement guide for the patient reception process at the Driving Recognition Center (CRC) Revoluciones Por Minuto, Tintal branch, with the purpose of enhancing user experience and strengthening service quality. A mixed-methods approach was applied, integrating qualitative techniques such as direct observation and interviews, along with quantitative analysis derived from satisfaction surveys conducted with patients and administrative staff. The findings reveal several operational challenges, including connectivity issues, data entry errors, prolonged waiting times, lack of process standardization, and insufficient performance indicators. Despite these limitations, strengths were identified, such as an experienced and service-oriented reception team capable of adapting to high-demand scenarios. Based on the DOFA analysis and the identification of root causes, strategic actions were formulated to improve workflow efficiency, reinforce staff training, optimize technological tools, and establish measurable indicators for continuous monitoring. The study concludes with the development of a structured improvement guide designed to standardize activities within the reception process, ensuring more agile, safe, and humanized patient care from entry to exit. This proposal contributes to enhancing institutional performance and increasing patient satisfaction levels in occupational medical services.
Propuesta de mejoramiento documental del proceso de Gestión de Información Geocientífica en el Servicio Geológico Colombiano (SGC) mediante el diagnóstico de su estado actual y la identificación de sus fases (2025)
Condia-Montaña, William Leonardo; Vivas-Molina, Gissel Dainne
This thesis proposes a concrete solution to improve the documentation of the Geoscientific Information Management Process (GGC) at the Colombian Geological Survey (SGC). After reviewing the 149 current documents of the process, we were able to determine that it has critical shortcomings: only 28 % are up to date, 32 % are outdated, another 26 % belong to the wrong processes, and 9 % are unnecessarily repeated. By talking with the two coordinators in charge, we were able to understand how the process really works and design a workflow consisting of five phases that is carried out in an integrated and coherent manner. However, the official documentation does not reflect this reality. There are redundant procedures for the activities performed by the teams (EPIS and Litoteca). Documentation is still missing for new activities such as geomatics, and finally the quality management tool “Isolución” is obsolete and does not allow proper document management. The proposal seeks to close these gaps with clear rules such as general procedures for activities shared between sites, annual document review of the process, and constant support for the work teams from a documentation expert, and to implement concrete actions, beginning with updating the process master document. If these actions are implemented, we will have documentation that truly represents what the process does, eliminating obsolete documents and those that do not belong to the process, thereby improving the management of geoscientific knowledge in the country.
Evaluación de la efectividad del procedimiento PM-PC-GC-001 Captación, fidelización y legalización del servicio de certificación y verificación en NaturaCert
Arenas-Muñoz, Jenny Katherine; Vivas-Molina, Gissel Dainne
This study analyzes the update of the procedure PM-PC-GC-001, “Customer acquisition, retention, and service formalization for certification and verification services” at NaturaCert, which is part of the Commercial Management core process. This procedure plays a key role in customer relationships, operational efficiency, and business sustainability. As the entry point to certification and verification services, its proper implementation is essential to ensure transparent, agile, and trustworthy processes. Although the procedure has been recently updated, there are still opportunities for improvement, particularly in the standardization of activities, enhancement of internal and external communication, and reduction of response times. From an academic perspective, this research applies Strategic Quality Management principles in a real organizational context, contributing to the strengthening of the Quality Management System and compliance with international standards such as ISO/IEC 17065. The methodology includes document review, staff interviews, customer surveys, and internal data analysis, allowing a comprehensive understanding of the process and the outcomes of its implementation. The expected results aim to determine whether the updated procedure generates significant improvements and to propose actions that enhance customer retention, optimize commercial management, and strengthen trust in NaturaCert as a reliable and transparent certification body.
Diseño de un plan de capacitación para el área de reservas en Avianet hoteles para reducir errores operativos y pérdidas económicas asociadas en el año 2025
Fandiño-Beltrán, Sergio David; Vivas-Molina, Gissel Dainne
The project proposes the design of a training plan for Avianet Hotels aimed at optimizing the performance of the team responsible for hotel reservations, recognizing that operational errors and process inconsistencies lead to financial losses and negatively impact the quality of customer service. Based on a preliminary diagnosis, recurring failures, knowledge gaps, and the absence of a structured training model were identified, which hinders continuous staff development and results in significant shortcomings during process execution. The proposed design integrates a standards-based training plan, including specific content focused on the area’s critical tasks, learning methodologies oriented toward real-world practice, and evaluation mechanisms to measure the effectiveness of the training process. Additionally, the initiative seeks to foster a culture of continuous improvement through performance indicators, regular feedback, and the alignment of training efforts with the company’s strategic objectives, thereby ensuring a more efficient, secure, and competitive operation within Avianet Hotels’ reservation process.
Elaboración de la Información documentada de los procesos de producción y logística para la empresa El Cortador Textil S.A.S.
Prieto-Arias, Paola Andrea; Soraca-Galindo, Yensy Yaneiry; Vivas-Molina, Gissel
In order to guarantee quality products and services, and recognizing the importance of documentation production processes, this project was developed at El Cortador Textil S.A.S., a Colombian company in the textile industry that currently lacks standardized and documented processes. This situation has led to problems such as disorganization, rework, duplication of functions, low operational efficiency, and delays in order delivery, which sometimes results in customer dissatisfaction. Based on the above, the main objective of this project is to establish a documented foundation for improving and optimizing key production and logistics processes through document management, analysis, and the development and design of clear and structured operational processes. This document serves as a fundamental tool for decision-making, staff training, and the strengthening of continuous improvement. The ISO 9001:2015 standard is used as a reference for the development of this project, with the aim of highlighting the importance of maintaining properly documented and up-to-date process standardization. Adopting this standard allows companies to be more productive and competitive by promoting the standardization of documents used in different processes, the use of clear and understandable language, and improved communication with both internal and external clients. All of this contributes to strengthening continuous improvement, tailored to the company's operational reality, and striving for a higher quality of working life.
Diseño del programa 5s como fase inicial de la excelencia operacional en las instalaciones de BIO D, durante el año 2025, para optimizar la eficiencia operativa de los procesos
Romero-Maldonado, Carla Julieta; Vivas-Molina, Gissel Dainne
The project focuses on designing the 5S program as a management tool for operational excellence at Bio D. The goal is to develop a robust proposal tailored to the company's specific needs. An initial diagnostic assessment was conducted using direct observation and employee questionnaires, identifying gaps related to order, cleanliness, and the disposal of obsolete or non-process items. The program includes technical guidelines, assignment of responsibilities according to the organization's hierarchy, and evaluation frequency and system. This will allow for monitoring and prioritization of corrective actions and promote a cycle of continuous improvement. Ultimately, the program provides Bio D with a solid framework that will enable the organization to implement this methodology in the future, improving processes, strengthening a culture of order and discipline, and taking the first step toward consolidating operational standards.
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
Estudio de mercado para el desarrollo de estrategias de atracción de clientes en proyecto cabañas ecológicas ubicadas en zona rural de caldas.
García-Ospina, Marilu; González-Martínez, Jair Fabian; Romero-González, Johana katherin; Vivas-Molina, Gissel Dainne
This market study aimed to identify the needs, preferences, and motivations of potential ecotourism clients in order to design effective attraction and retention strategies for Cabañas Los Pinares, a sustainable rural and eco-lodge located in the rural area of Pensilvania, Caldas, Colombia. Given that the venture lacked a prior diagnostic foundation, despite its alignment with emerging trends such as digital detox, personal well-being, and responsible tourism, a mixed-methods approach (quantitative-qualitative) was implemented. A structured survey was administered to a random sample of 100 participants, divided into local residents and tourists from other regions of the country. The results showed that the decisive factors in choosing eco-friendly accommodations include: (a) authentic contact with the environment, (b) the possibility of sharing the space with pets, (c) the humane and truthful nature of promotional images, (d) tangible benefits, and (e) the availability of personalized experiences (hiking, birdwatching, wellness retreats). Furthermore, the study identified Booking.com, Airbnb, and Instagram as the main search and booking channels. Based on these findings, specific strategies were proposed, such as: digital marketing and outreach, the development and design of themed packages, the inclusion of pet-friendly services, and customer loyalty programs. This study not only strengthens the value proposition of Cabañas Los Pinares but also contributes to the sustainable development of rural tourism in the region.
Análisis de las causas en la conducta suicida en jóvenes de 15 a 24 años en Bogotá durante 2024, a partir de datos secundarios de fuentes oficiales
Guanume-Barrera, Liliana Roció; Morales-Pinzó, Zulanyi Katerin; Pinzón-García, Paula Daniela; Vivas-Molina, Gissel Dainne
The World Health Organization (WHO) defines suicide as the act of intentionally taking one's own life (Unicef, 2017). In this regard, it is defined as the act of deliberately causing one's own death. However, one of the most recent definitions states that suicide is death resulting from a harmful self-inflicted behavior when the individual intended to die as a result of that behavior (Crosby, Ortega, and Melanson, 2011). This suggests that there is global consensus on the concept, but not on the ideas and behaviors associated with it (Rangel and Cárdenas, 2022), which makes it understandable that it remains a topic of research, even though it is taboo and stigmatized by many. It is estimated that around 800,000 suicides occur worldwide each year: one every forty seconds, with twenty suicide attempts for each death (Rangel and Cárdenas, 2022). Furthermore,suicide is currently one of the three leading causes of death among people aged 15 to 44 (Therapyside, 2022) and is the second leading cause of death among the 15 to 29 age group, after car accidents (Unicef, 2017). The present study, entitled 'Analysis of Suicidal Behavior among Youth Aged 15 to 24 in Bogotá in 2024, Based on Secondary Data,' aims to investigate the scope and characteristics of youth suicide in the context of Bogotá through the analysis of statistical data obtained from institutional and publicly accessible sources. The study was conducted using a quantitative and descriptive approach, based on the use of secondary data obtained from organizations such as the National Department of Statistics (DANE), the Ministry of Health and Social Protection, and other official reports related to youth mortality and mental health. (National Administrative Department of Statistics, 2023)

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