Especialización en Gerencia de Calidad

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

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Diseño Estratégico del Sistema de Gestión de la Calidad bajo la Norma ISO 9001:2015 para el Fortalecimiento de la Competitividad en ALAS DE COLOMBIA EXPRESS S.A.S., Operador Logístico ColombianO
ACOSTA CARDENAS ANGELICA YAMILLE; LAURA OSPINA
This paper addresses the strategic implementation of a Quality Management System (QMS) based on the ISO 9001:2015 standard in a Colombian logistics operator, with the aim of strengthening its competitiveness, optimizing its processes, and ensuring customer satisfaction in a highly dynamic and demanding environment. The research begins with an organizational diagnosis that identified gaps in relation to regulatory requirements and analyzed the organization's internal and external context, considering risks, opportunities, and stakeholders. The methodology employed is based on a process-oriented approach, risk-based thinking, and the PDCA cycle (Plan-Do-Check-Act), aligning quality management with the logistics operator's strategic planning. Tools such as process characterization, a risk matrix, performance indicators, and mechanisms for monitoring and continuous improvement were designed and implemented to ensure the system's effectiveness. As a result, the strategic implementation of the QMS enabled the standardization of operations, improved traceability in the logistics chain, strengthened document control, and fostered an organizational culture focused on quality and continuous improvement. Furthermore, a positive impact was observed on operational efficiency, a reduction in rework, and an increase in customer satisfaction levels. In conclusion, the strategic adoption of ISO 9001:2015 not only represents compliance with a regulatory requirement, but also a management tool that contributes to the strategic direction, sustainability, and competitive positioning of the logistics operator in the Colombian market.
Propuesta de mejora al procedimiento del servicio postventa en un taller automotriz de vehículos pesados de la ciudad de Bogotá.
Gustavo Andrés Farías Granados; Gissel Dainne Vivas
This study addresses the source of negative customer feedback at an automotive repair shop in Bogotá, Colombia, specializing in after-sales service for heavy vehicles. Using a mixed-methods approach, a diagnostic analysis of current processes at the Bogotá dealership is conducted, identifying the main operational and administrative bottlenecks that affect service quality. The objective is to propose an improvement strategy based on management tools and continuous improvement practices to provide a more positive customer experience, thereby increasing customer satisfaction and the shop's internal efficiency. The study aims to respond to the current needs of the heavy transport market, a key sector for the national economy, by contributing to process optimization, reduced wait times, and enhanced service quality.
Factores de renuncia y estrategias de retención de agentes para Intelcia en la campaña de Santander
Cristian DAvid Gacaneme Tirado; Gissel Dainne Vivas Molina
This paper addresses the issue of employee turnover in contact centers, with a special emphasis on Intelcia's headquarters on Calle 100 in Bogotá, in the Santander Spain campaign. The turnover of agents in their first months of employment represents a significant challenge for the company, as it generates costs in recruitment and training and affects the quality of the service offered. The main objective is to identify the causes that lead agents to resign and, based on this, propose effective strategies to improve staff retention. To achieve this, theories of motivation and human capital are reviewed, along with studies on commitment and job burnout, which provide a comprehensive understanding of the factors that influence job retention or turnover. The research will be conducted using a descriptive and explanatory qualitative approach, using surveys and interviews with new and long-standing agents. This methodology seeks to capture the direct perceptions of workers and compare their experiences to identify common patterns. It is hoped that the results of the study will enable the design of strategies that contribute to job stability at Intelcia, optimizing resources, strengthening the organizational climate, and improving performance in the Santander Spain campaign. The findings may also serve as a reference for other companies in the contact center sector facing similar challenges.
DISEÑO DE UN SISTEMA DE MEDICIÓN PARA EVALUAR EL NIVEL DE SATISFACCIÓN DEL USUARIO EN LA EMPRESA PROMOTORA DE SALUD CAPITAL SALUD EPS-S
Juli Milena Castillo; Yesly Loren Reyes; Juan Manuel Ortiz; Laura Carolina Diaz
This work focuses on the design of a measurement system to evaluate the level of satisfaction of users of the EPS Capital Salud health insurance company, based on their perception of service quality. At the EPS level, service satisfaction indicators are critical for continuous improvement in an environment where EPSs act as facilitators of access to basic healthcare. Having an instrument that allows us to quantify this level of user experience becomes strategic for strengthening loyalty, treatment, and institutional trust in the country.
Sistema de gestión para la atención de PQRS en la empresa Servicios Públicos Domiciliarios.
OMAR EDUARDO CASAS GUTIERREZ; YILKA SOFIA CUERVO; MILENA BOLIVAR ZABALA
This research is developed within the context of organizational management, specifically in the process of handling petitions, complaints, claims, and suggestions (PQRS) at XYZ E.S.P. The study recognizes customer service as a fundamental element to strengthen service quality, institutional transparency, and organizational efficiency. The research arises from the identification of problems in the PQRS management process, including delays in response times, lack of standardized procedures, technological limitations, and deficiencies in coordination between departments. These situations affect user satisfaction and compliance with regulations related to the right of petition in Colombia. The main objective is to analyze the operation of the PQRS process, identify its shortcomings, and propose improvement strategies aimed at optimizing customer service. To achieve this, concepts related to quality management, continuous improvement, and information systems applied to PQRS management were addressed. Methodologically, the study was developed under a mixed-methods approach, combining quantitative and qualitative analysis through surveys, document review, and analysis of historical records. The results revealed weaknesses in process management, especially in response times, internal communication, and staff training. Finally, improvement strategies are proposed, focused on the implementation of management indicators, technological strengthening, human talent training, and procedure standardization, in order to consolidate a more efficient customer service system oriented toward user satisfaction.
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; Ospina-Díaz, 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
Montenegro-Martínez, Nelly Paola; Vargas-Fajardo, Daniela Fernanda; Vivas, Gissel
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
Ortiz-Hernández, Luz Angela del Pilar; Díaz-Ospina, Laura
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; Díaz-Ospina, Laura Carolina
This project presents a proposal for a quality management system based on the ISO 9001:2015 standard for the San Gabriel Event Venue, with the aim of optimizing its processes and improving the quality of service it offers. This system was developed to create a structure that allows for a more efficient response to the customer experience and strengthens the business's internal processes. In developing this proposal, the current state and organization of the event venue were 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.
Arciniegas-Valero, Anderson Andrei; Rodriguez-Mejía, Lorena Yulier; Rivera-Jimenez, Nelly Katherine; Díaz-Ospina, Laura
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
Marín-Aranda, Hernando Andrés; Marroquín-Ibarra, Yuri Alexandra; Chala-Narváez, Lorena Katherine; Díaz, Laura Carolina
This research proposes the design of a Key Performance Indicator (KPI) to optimize the control and timely removal of expired or soon-to-expire products in the discount retail sector in Bogotá. The study arose from the need to strengthen food safety and reduce health risks, given that, between 2024 and 2025, authorities destroyed more than 2,500 kg of food in the city. Using a qualitative approach and a descriptive methodology that included direct observation and interviews with operational staff from stores such as D1 and ARA, critical shortcomings in the execution of controls were identified. The findings reveal that factors such as operational pressure due to high turnover, the multitasking work model, and prioritizing assortment over FIFO (First In, First Out) rotation hinder compliance with quality standards. As a solution, the indicator "Percentage of timely identification of products nearing their expiration date" was designed, with a minimum target of 80%. Unlike traditional (reactive) shrinkage measurement, this metric takes a proactive approach focused on continuous improvement through the PDCA cycle. Implementing this tool facilitates managerial decision-making, protects consumer health, and minimizes financial losses and legal penalties for organizations in the sector.
Sistematización de controles críticos para la reducción de costos de no calidad en el proceso productivo de blisteado en una empresa farmacéutica
Ayala-Santamaria, María Fernanda; Blanco-Rodríguez, Raúl Enrique; Santofimio-Quipo, Laura Daniela; Díaz, Laura
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; Díaz-Ospina, Laura Carolina
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-Hernández, Dianelis; Díaz, Laura
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.

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