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 ColombianO

Abstract

This 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.