Especialización en Gerencia de Calidad

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

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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 Rocio; Morales Pinzó Zulanyi Katerin; Pinzón García Paula Daniela; Gissel Dainne Vivas Molina
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
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
JHONATAN SANCHEZ GUAVITA; Gisell Dainne Vivas Molina
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
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.
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
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.
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.
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 para la mejora del Sistema de Gestión de Calidad en la Unidad de Atención y Reparación de Víctimas basado en la norma ISO 9001 de 2015
Sanabria-Corredor, Erika Johana; Montilla-Ledezma, Yeldi Fransori; Basto-Sanabria, Maritza; Camacho-Camacho, Hernando
A quality improvement proposal is presented to the government entity called the Victims Care and Reparation Unit, although it is already certified in quality under the ISO 9001: 2015 standard, the approach was applied to processes that allowed an improvement through continuous review, based on a diagnosis and analysis of the data; as a result a process map proposal is obtained, the improvement in some of its characterizations, generation of indicators and application of a quality integration model. All the previously said, complying with what the Government expects from all state entities that are involved in the issue of quality and in this way measure the institutional performance in terms of quality and social satisfaction.
Propuesta para la implementación del sistema de gestión de calidad basado en la Norma ISO 9001 2015 para la empresa Zapcol E.U
Buitrago-Bernal, John Harwy; Martínez-Escorcia, Yocela; Ramirez-Amaya, Monica Lorena; Yepes-González, Nelson Vladimir
This project develops the proposal for the implementation of a quality management system in the company Zapcol, taking into account the general guidelines of the ISO 9001:2015 standard and allowing the organisation to: improve performance in its production processes, ensure quality in manufactured products, optimise inventories, generate customer satisfaction, peace of mind and confidence in employees, among other aspects. After reviewing the available information and evaluating the company's internal situation, it became evident that there is a need to implement an integrated quality management system applicable to all the company's processes. It is expected that by documenting information to comply with the quality standard, developing a risk management plan and control tools, it will ensure that customers obtain consistent and good quality products and services, which in turn will provide commercial benefits, business continuity and profitability, and working conditions that generate confidence and peace of mind for employees.
Propuesta para la implementación de un sistema de gestión basado en la norma ISO 9001:2015 para la empresa SMARTSTAR S.A.S.
Larrota-Ramirez, Angie Shakira; Grisales-Padilla, Angie Carolaint; Musalan-Ensuncho, Maria Cristina; Yepes-Gonzalez, Nelson Vladimir
A proposal was developed to help SMARTSTAR migrate from the ISO 9001: 2008 standard to the ISO 9001: 2015 standard. During the development of this project, the possible scenarios to implement the Quality Management System were analyzed. A process management was proposed where a process map was presented with the characterization of a missionary, support, strategic and evaluation process. On the other hand, an analysis of the company was carried out using the EFQM model, finding several opportunities for improvement for the company. Additionally, a plan and an audit program were designed and the activities to be carried out were established, as well as the formats where the findings of the audits are shown, and the results to be clear for all parties, which must be communicated. to the auditee. In the same way, an analysis of the risks that may arise in the different processes and by the context of the company was carried out. All this always seeking the continuous improvement of the management system.
Propuesta de mejoramiento para el Sistema de Gestión de Calidad de la empresa Procesadora de Aves de Colombia S.A.S con base a los requerimientos de la norma ISO 9001:2015
Salazar-Parra, Nicolay Sebastian; Ochoa-Pinzón, Angela Rocio; Orjuela-Enciso, Nathalie Andrea; Yepes-Gonzalez, Nelson Vladimir
The company that will be the object of investigative study in the following work is PROCESADORA DE AVES DE COLOMBIA SA S. This organization provides the service of benefit of birds to its customers complying with the sanitary standards required by the national entities that regulate it, guaranteeing quality and the safety of the products that are processed there. Processor de Aves de Colombia SAS has good customer service and is characterized by the good quality of its benefit processes since it complies with the requirements demanded by the governmental entities that regulate it, such as INVIMA and although it has the documentation of Most of its processes lack unification and organization of its presentation formats and records to be able to access a certification under the high-quality standards of ISO 9001: 2015. To guide this project, the commitment of all those involved within of the company's operations this can contribute to the continuous improvement that you want to implement.
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.

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