Diseño de la documentación para el Sistema de Gestión de Calidad basado en la norma NTC ISO 9001:2015 para la empresa Dinamic Service S.A.S

Abstract

The development of this document seeks to establish the design of the quality management system, based on the requirements of ISO 9001:2015 in the company Dinamic Service S.A.S., with which it is possible to establish itself as an organization based on processes, and that in the future can not only implement the system, but also be certified in quality issues, thus achieving that the company gets a focus on meeting customer needs and continuous improvement to stay in the business of contact centers and also reach competitive and potential market leaders. Firstly, a diagnosis of the state of the organization in average quality standards was made by the DOFA analysis tool, thus identifying the main points of management, for the development of this work. Information gathering activities were carried out, which were analyzed and later reflected in the documentation of the Quality Management System (QMS), which was prepared according to the action plan corresponding to ISO 9001:2015, which provides tools for the proper implementation of each item of it. Finally, a series of recommendations were established for the implementation of the design and a proposal is generated for a series of steps to be followed based on the results obtained from the diagnosis, in order to control the information and continuously improve the company's processes.