Diseño de un modelo de gestión de calidad por procesos para la Cámara de Comercio de Cuenca, bajo la normativa ISO 9001:2015

Abstract

The initiative to carry out this integrative project arises from the multiple problems identified in the internal management of the Cuenca Chamber of Commerce. Among them, the lack of socialization and therefore of knowledge on the part of the collaborators, of the processes in the operation of the Institution; which leads to difficulties in the provision and delivery of services to the end customer. Thus, the central objective of this work is to develop a Quality Management Model for Processes framed in the requirements specified by the ISO 9001: 2015 Standard. In this context, the present project was developed around three fundamental variables identified. In the first place, the quality management system by processes, where through meetings with the team, the processes of each area were raised and defined. In second place, for each one of them, management indicators were determined with their respective responsible and frequency of measurement to keep track of results. Finally, with all this it was intended to contribute to a last variable, continuous improvement; which is measured through key indicators in the management of the processes. This as a proposal for a future implementation aimed at achieving greater efficiency in the internal management of the Cuenca Chamber of Commerce