Especialización en Gerencia de Calidad

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

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Propuesta para la creación de la guía del proceso de recepción de pacientes en la CRC Revoluciones por Minuto Sede Tintal
Daniel Alejandro Benavides Medina; Gissel Dainne Vivas Molina
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; Gissel Dainne Vivas Molina
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of the process, we were able to determine that it has critical shortcomings: only 28 % are up to date, 32 % are outdated, another 26 % belong to the wrong processes, and 9 % are unnecessarily repeated.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
Jenny Katherine Arenas Munoz; Gissel Dainne Vivas Molina
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 Beltran Sergio David; Gissel Dainne Vivas
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; Gissel Vivas
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
Carla Julieta Romero Maldonado; Gissel Dainne Vivas Molina
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 a questionnaire administered to employees. This assessment identified 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 established hierarchy, and a defined frequency and evaluation 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. The objective is to improve processes, strengthen a culture of order and discipline, and take 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.
Garcia-Ospina-Marilu; Gonzalez-Martinez-Jair Fabian; Romero-Gonzalez-Johana katherin
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)
Diagnóstico del nivel de cumplimiento del sistema de gestión del Centro de Diagnóstico Automotor CDA SURANDINO LTDA frente a los requisitos de la norma ISO 9001:2015
Nogales-Peláez, Jorge Andrés; Vivas-Molina, Gissel Dainne
The development of this work aims to diagnose the level of compliance of the quality management system of the Centro de Diagnóstico Automotor CDA SURANDINO LTDA with the requirements of the ISO 9001:2015 standard. This organization, located in the department of Huila, focuses on providing Technical-Mechanical Inspection and Pollutant Emissions services for motor vehicles and motorcycles in accordance with current legal regulations. It presents a quality management system based on the requirements established in the international standard ISO 9001:2015, which has shown a series of non-conformities, highlighting the need to thoroughly review the current maturity level of the Quality Management System. The diagnosis will be carried out through the development of a checklist, which will include detailed observations regarding the level of compliance or non-compliance with each requirement specified in the standard. Subsequently, the compliance level of the quality management system with each of the standard's clauses will be quantified, along with a global evaluation of the system as a whole. Finally, based on the review carried out, improvement opportunities will be identified that the organization can adopt to ensure total compliance with the requirements.
Implementar y mantener un sistema de gestión de calidad basado en la norma ISO 9001:2015 para organizar el proceso de investigación de siniestros, asegurando independencia funcional, imparcialidad y objetividad de los investigadores, con el fin de generar resultados claros, confiables y útiles para la gestión estratégica de la DIMAR.
Acosta-Rodriguez-Elizabeth; Gissel Dainne Vivas Molina
This project analyzes the maritime accident investigation process carried out by the General Maritime Directorate (DIMAR) and highlights the weaknesses that affect the quality and reliability of the reports it produces. Among the main problems identified are the lack of standardization of procedures, limited documentary traceability, the risk of interference in investigation outcomes, the absence of performance and management indicators, an outdated regulatory framework, and constraints on the impartiality and objectivity of investigators. These shortcomings have negative impacts on strategic decision-making and institutional credibility. To address this issue, the project proposes strengthening and updating DIMAR’s Quality Management System, taking as a reference the requirements of the ISO 9001:2015 standard and the international conventions of the International Maritime Organization (IMO), such as SOLAS, MARPOL, and STCW. The proposal includes the implementation of standardized protocols, the definition of impartiality and traceability indicators, continuous training of personnel in international standards, and the conduct of internal and external audits. The study was developed using a mixed-methods approach, incorporating interviews, surveys, and documentary analysis, which made it possible to compare the current situation with international standards. The results show that updating the quality management system will enable DIMAR to better organize its processes, ensure functional independence, and generate more objective and reliable reports. As a result, the Agency is expected to strengthen its credibility, increase international confidence in Colombia and its Maritime Authority, and contribute effectively to comprehensive maritime safety and the protection of the marine environment.
Propuesta de mejora para el proceso de desembolsos de créditos de vivienda nueva en Scotiabank, gestionado por Tessi
Sánchez-Guavita, Jhonatan; Vivas-Molina, Gisell Dainne
This work proposes a quality management strategy to optimize the disbursement process of new housing loans at Scotiabank, managed nationwide by the outsourced company Tessi. Currently, this process faces challenges such as lack of documented procedures, recurring documentation errors, work overload, and inefficient communication, which prevent meeting the goal of completing disbursements within fifteen days. The study is based on quality and continuous improvement theories from authors such as Deming, Porter, and Drucker, as well as the guidelines established by the ISO 9001:2015 standard. A qualitative methodological approach is used, employing direct observation and document review as data collection techniques. The analyzed population consists of eight collaborators directly involved in managing disbursements. The expected results include a reduction of rework, standardization of activities, and improvement in the satisfaction of clients and construction companies. The proposal aims to generate value for Scotiabank and Tessi, strengthening competitiveness and service efficiency in the financial sector.
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
Dávila-Ramírez, Carmen Alicia; Vivas-Molina, Gissel Dainne
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.
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.
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.
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.
Diseño de programa de incentivos para los colaboradores del área comercial de crédito de vehículos del Banco Santander sede Medellín
Clavijo-López, María Alejandra; Clavijo-López, Andrés Felipe; Vivas-Molina, Gissel Dainne
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.
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.
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.

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