Especialización en Gerencia de Calidad
Permanent URI for this collectionhttps://repositorio.uniagustiniana.edu.co/handle/123456789/48
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Item Diseño de una propuesta para estandarizar la selección y control de contratistas en CIS y Construcciones SASLeidy Catalina Becerra Arcila; Yulexy Diaz Leon; Ruth Milena Suarez CastroThis document aims to implement a Contractor and Supplier Manual for CIS Y Construcciones S.A.S., integrating Occupational Health and Safety (OHS) requirements and Quality Management principles and criteria based on the ISO 9001:2015 standard. This manual arises from the need to strengthen the management and impact of third parties on CIS Y Construcciones S.A.S., whose operations depend largely on contractors and suppliers for specific activities, primarily in the manufacture and installation of roofing. The main problem identified is the lack of standardized controls and effective monitoring mechanisms to evaluate contractors' compliance with legal, technical, and quality criteria. This situation generates risks such as regulatory non-compliance, rework, construction defects, project delays, workplace accidents, reduced profits, and direct damage to the company's reputation. As a solution to the problem, the creation of a comprehensive model based on the PDCA (Plan, Do, Check, Act) continuous improvement cycle is proposed. This model will establish unified criteria for the proper selection, contracting, supervision, verification, and re-evaluation of contractors and suppliers. The study systematically incorporates a qualitative approach and the capacity to generate ideas. Document review, surveys, and field checklists will be used to collect information. The sample selected for the study includes personnel from the purchasing department, the occupational health and safety department, the quality assurance and quality control department, engineers, project managers, and contractors involved in the company's activities.Item Modelo estratégico de gestión y tratamiento de No Conformidades basado en la metodología PHVA en los procesos 3PL de AGV Open MarketCadena Trujillo Geendy Ximena; Fuya López Laura Marcela; Hurtado Sánchez Michael Stivens; Ruth Milena Suarez CastroThis paper proposes the design of a strategic model for the management and treatment of Non-Conformities in the 3PL logistics processes of the company AGV Open Market. Currently, the organization presents a limitation in the operations department, where the storage and distribution of pharmaceutical products takes place, with 62% of the Non-Conformities affecting the correct execution of the company's processes and procedures carried out by personnel concentrated in this area; according to a study conducted in this project, it was identified that the root cause of operational deviations is not being thoroughly addressed. To address this limitation, this paper proposes integrating the PDCA methodology into this area of the company, in order to anticipate vulnerabilities that may arise in possible future scenarios. The research is developed under a descriptive and propositional methodological approach, through the processing of historical data on logistics Non-Conformities and qualitative monitoring in the operations department of AGV Open Market. For this reason, corrective and preventive action plans are designed, along with staff training on the importance of implementing double verification and control points. In conclusion, this proposal seeks to significantly reduce the recurrence of NonConformities and optimize compliance with processes and procedures in order to improve, in a timely manner, the delivery of AGV Open Market's logistics service and restore reliability to its clients.Item Diseño de la Documentación del Sistema HACCP como Estrategia de Mejora del Proceso Productivo en la Empresa Navac Packaging S.A.S.Jessica Paola Camargo Cobo; Ruth Milena Suarez CastroThe objective of this research was to design the documentation required for the Hazard Analysis and Critical Control Points (HACCP) system as a strategy to strengthen the bag-making production process at Navac Packaging S.A.S. The study was conducted using a descriptive qualitative approach, employing document review, direct field observation, a staff survey, and a verification checklist to assess compliance with HACCP documentation requirements. The findings showed that the company has a documented management system that supports its operations; however, significant gaps were identified regarding the creation and updating of documents required for HACCP implementation, particularly those related to prerequisite programs, the HACCP team, hazard analysis, the process flow diagram, and procedures for determining and monitoring Critical Control Points (CCPs). Based on the diagnosis, a documentation proposal was developed to strengthen food safety management, standardize the bag-making process, improve traceability, and provide the necessary documentation to support future HACCP implementation. The study concludes that strengthening document management is a key factor in improving production process control and achieving compliance with food safety requirements applicable to the organization.Item Propuesta metodológica para estandarizar la formulación de riesgos institucionales en el Sistema Integrado de Calidad de la Universitaria Agustiniana (SICU)Bernal Beltrán Angie Tatiana; Correa Agudelo Gustavo Adolfo; Ruth Milena Suárez CastroThe objective of this project is to propose methodological guidelines for standardizing risk formulation within the Integrated Quality Management System (SICU) risk matrix at Uniagustiniana, with the aim of strengthening institutional risk management. To achieve this, a diagnosis of the current matrix will be conducted to identify inconsistencies in risk formulation, followed by the classification and analysis of existing records. Based on these findings, an improvement proposal applicable to the institution's different processes will be developed. In this way, the project seeks to contribute to the strengthening of the SICU through a methodology that enables the optimization of risk identification and formulation, facilitates control monitoring, and supports more effective decision-making and continuous improvement within the institution.Item Desarrollo de un procedimiento para control de proveedores tecnológicos.Jorge Ignacio Mosquera Silva; Gissel Dainne Vivas MolinaThis research project focuses on the problem associated with the lack of documentary control and monitoring in the contracting processes of technology suppliers within a service-sector organization located in Bogotá. The organization currently lacks standardized procedures, defined responsibilities, and technological tools, which has generated rework, administrative cost overruns, operational delays, and risks of regulatory non-compliance. Starting from an analysis of the current process, interviews with internal staff, surveys of technology suppliers, and documentary reviews of contractual files were conducted. The results revealed weaknesses in information traceability, document duplication, and a low level of compliance with documentary requirements. Based on these findings, the project proposes the design of a documentary monitoring and control procedure aimed at optimizing contracting times, strengthening transparency, and ensuring regulatory compliance while improving decision-making. The proposal is aligned with international standards related to quality management, information security, and records management, as well as with the regulations currently applicable in Colombia.Item 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 ColombianOACOSTA CARDENAS ANGELICA YAMILLE; LAURA OSPINAThis 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.Item Propuesta de mejora al procedimiento del servicio postventa en un taller automotriz de vehículos pesados de la ciudad de BogotáFarías-Granados, Gustavo Andrés; Vivas, Gissel DainneThis 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.Item Factores de renuncia y estrategias de retención de agentes para Intelcia en la campaña de SantanderGacaneme-Tirado, Cristian David; Vivas-Molina, Gissel DainneThis 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.Item Sistema de gestión para la atención de PQRS en la empresa Servicios Públicos Domiciliarios.OMAR EDUARDO CASAS GUTIERREZ; YILKA SOFIA CUERVO; MILENA BOLIVAR ZABALAThis 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.Item Propuesta de integración de la gestión de riesgos en el Sistema de Gestión de la Calidad de la Fundación Universitaria San MateoDíaz-Díaz, Daniel; Ospina-Díaz, Laura CarolinaThis 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.