Propuesta de mejora de los procesos ejecutados por grupo de Back Office del área de servicio técnico de la empresa Kaeser Compresores de Colombia SAS, bajo los parámetros de la norma ISO 9001:2015

Abstract

Kaeser Compressors has been in the market for more than a century in which it has consolidated its products, services, and its administrative model. The German company with a presence on all continents is managed globally by its Headquarters in Europe. Given the size of the organization, sometimes signals that could affect the entire system are not heeded, this is the case of the Back Office team of the technical service area of the German subsidiary in Colombia. After a process of direct observation and experimentation, a series of flaws in the processes that have put customer satisfaction at risk will be identified. For this reason, a series of improvements are proposed for some of the operations executed by the Back Office team based on the NTC ISO 9001:2015, to contribute to the continuous improvement in the company's Management System frame.