Diagnóstico de un sistema de gestión de la calidad en una empresa de créditos y cobros
Loading...
Date
2024-10-01
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
El sistema de gestión de la calidad propuesto se basa en la ISO 9001:2015 que significa "Organización Internacional de Normalización" (International Organization for Standardization, en inglés), buscando optimizar los procesos organizacionales mediante la estandarización, lo que resultará en una mayor rentabilidad y en la satisfacción del cliente. Esta norma permite establecer un marco que puede adaptarse a diversas empresas de servicios, promoviendo la mejora continua. Este diagnóstico se centra en la implementación de un sistema de gestión de la calidad en una empresa de crédito y cobro la que llamaremos XYZ, con el objetivo de mejorar la calidad de los servicios ofrecidos y generar beneficios tangibles para la organización. Aunque la certificación ISO está en auge a nivel global, en Honduras aún son pocas las empresas de servicios que optan por establecer un sistema de gestión, y menos aun las que se certifican bajo la norma ISO 9001:2015. Se recomienda la implementación de este diagnóstico para alcanzar un nivel óptimo de estandarización en los servicios y procedimientos clave identificados por la organización. Es esencial fomentar una cultura de compromiso que involucre desde la alta dirección hasta todos los niveles jerárquicos, a través de cambios operativos, capacitación, gestión del riesgo y documentación. Así, se podrá asegurar el éxito en la implementación del sistema de gestión de la calidad.
This diagnostic focuses on the implementation of a management system in a credit and collection company, with the objective of improving the quality of the services offered and generating tangible benefits for the organization. Although ISO certification is booming globally, in Honduras there are still few service companies that choose to establish a management system, and even fewer are those that are certified under the ISO 9001:2015 standard. The diagnostic management system is based on ISO 9001:2015, seeking to optimize organizational processes through standardization, which will result in greater profitability and customer satisfaction. This standard allows establishing a framework that can be adapted to various service companies, promoting continuous improvement. The implementation of this diagnostic is recommended to achieve an optimal level of standardization in the key services and procedures identified by the organization. It is essential to foster a culture of commitment that involves senior management and all hierarchical levels, through operational changes, training, risk management and documentation. Thus, success in the implementation of the management system can be ensured.
This diagnostic focuses on the implementation of a management system in a credit and collection company, with the objective of improving the quality of the services offered and generating tangible benefits for the organization. Although ISO certification is booming globally, in Honduras there are still few service companies that choose to establish a management system, and even fewer are those that are certified under the ISO 9001:2015 standard. The diagnostic management system is based on ISO 9001:2015, seeking to optimize organizational processes through standardization, which will result in greater profitability and customer satisfaction. This standard allows establishing a framework that can be adapted to various service companies, promoting continuous improvement. The implementation of this diagnostic is recommended to achieve an optimal level of standardization in the key services and procedures identified by the organization. It is essential to foster a culture of commitment that involves senior management and all hierarchical levels, through operational changes, training, risk management and documentation. Thus, success in the implementation of the management system can be ensured.
Keywords
Sistemas de gestión, Estandarización, Alta di, Gestión de calidad