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

Abstract

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.