Identificación de impactos generados por la implementación de sistemas de gestión de calidad enfocado en empresas prestadoras de servicios
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Fecha
2021-06
Autores
Adie, J.
Marthe, D.
Martínez, R.
Rada, L.
Torres, G.
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Editor
Ediciones Universidad Simón Bolívar
Facultad de Ingenierías
Facultad de Ingenierías
Resumen
En esta investigación se identificará los impactos que genera la implementación de un sistema de gestión que trae consigo diversos cambios en cualquier empresa, para que éstos se apropien de la importancia y el beneficio que pueden surgir de su implementación. Para ello los directivos son los primeros que deben hacer un reconocimiento de cuál es el sistema de gestión que puede ayudarlos a cumplir la meta establecida, es por ello de lo importante que las pymes tengan un direccionamiento claro, no trabajar de manera reactiva resolviendo los problemas conforme surgen, de esa manera el tener un buen sistema de gestión de calidad se genera mejorar la posición competitiva e imagen tanto interna como externa. También se llega a la investigación de Los KPI siendo una herramienta para medir el nivel de desempeño de los procesos mediante la aplicación de medidas para conocer el éxito del resultado y el monitorear una acción del negocio para valorar la satisfacción del servicio, no obstante, también se debe llegar al análisis de los factores internos como externos que afecten a la organización de manera directa llegando a ilustrar algunos ejemplos de los indicadores (KPI) en un sistema de gestión de calidad basándose en la norma ISO 9001 más habituales en las organizaciones y que se puedan medir como resultados de impacto.
This research will identify the impacts generated by the implementation of a management system that brings with it various changes in any company, so that they take ownership of the importance and benefit that may arise from its implementation. For this, managers are the first to make a recognition of which is the management system that can help them meet the established goal, that is why it is important that SMEs have a clear direction, not work reactively solving problems as they arise, in this way having a good quality management system improves the competitive position and image both internally and externally. The KPI research is also reached, being a tool to measure the level of performance of the processes by applying measures to know the success of the result and monitoring a business action to assess the satisfaction of the service, however, also the analysis of internal and external factors that affect the organization directly, illustrating some examples of indicators (KPI) in a quality management system based on the most common ISO 9001 standard in organizations and that can be measured as impact results.
This research will identify the impacts generated by the implementation of a management system that brings with it various changes in any company, so that they take ownership of the importance and benefit that may arise from its implementation. For this, managers are the first to make a recognition of which is the management system that can help them meet the established goal, that is why it is important that SMEs have a clear direction, not work reactively solving problems as they arise, in this way having a good quality management system improves the competitive position and image both internally and externally. The KPI research is also reached, being a tool to measure the level of performance of the processes by applying measures to know the success of the result and monitoring a business action to assess the satisfaction of the service, however, also the analysis of internal and external factors that affect the organization directly, illustrating some examples of indicators (KPI) in a quality management system based on the most common ISO 9001 standard in organizations and that can be measured as impact results.
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Palabras clave
Sistema, Gestión, Empresa, Beneficios, Implementación, Directivos, Metas, Pymes, KPI, Procesos, Éxito, Servicio, Herramienta, Nivel, Desempeño, Negocio, Norma ISO 9001, System, Management, Company, Benefits, Implementation, Managers, Goals, SMEs, KPI, Processes, Success, Service, Tool, Level, Performance, Business, ISO 9001 standard