Bibliographic citations
Cubas, C., (2018). Implementación de un sistema de gestión de calidad en los procesos de supervisión de obra basado en la norma ISO9001:2015 en la empresa JLV Consultores [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12933
Cubas, C., Implementación de un sistema de gestión de calidad en los procesos de supervisión de obra basado en la norma ISO9001:2015 en la empresa JLV Consultores [Tesis]. PE: Universidad Privada del Norte; 2018. https://hdl.handle.net/11537/12933
@misc{renati/444880,
title = "Implementación de un sistema de gestión de calidad en los procesos de supervisión de obra basado en la norma ISO9001:2015 en la empresa JLV Consultores",
author = "Cubas Calderon, Carlos Rodolfo",
publisher = "Universidad Privada del Norte",
year = "2018"
}
ABSTRACT The present investigation was based on the implementation of an ISO 9001: 2015 quality management system in the supervision processes of JLV Consultores, specifically for the deficiencies generated in the issuance of the deliverables, such as: monthly reports and weekly, responses to change orders and management of information requirements (RFI). In order to achieve a better performance in quality processes, generating competitiveness and productivity, increasing the value for the client and efficiency in the use of resources. The present study meets the methodological conditions of an application research, since it is solving a problem that occurs in the organization, applying a series of tools such as the Deming Cycle, the Pareto diagram, SWOT analysis. For the elaboration of the system and the fulfillment of the proposed objectives, a diagnosis was made of the current state of the quality management system based on ISO 9001: 2015, where 41% of the work supervision management processes were found. Elaborating a baseline where it was possible to specify the missing points for the implementation of a QMS, the structure of ISO 9001 was used as a guide, which consists of 10 chapters that describe each step taken for the implementation of a management system of quality. In the diagnosis of the current state of the work supervision area, controls and indicators were established to measure the time (days) of the deliverables to the client, where it was possible to improve the response time in the issuance of reports, response of change orders and information response management (RFI). Obtaining in this way a better control for the full satisfaction of the client. To measure the degree of customer satisfaction, surveys (annual) were conducted, where figures (weighting table) and recommendations from the clients of each work were obtained, how we should improve in the work supervision process, being a guide the surveys carried out in other entities of the sector. In this year, 77.70% of the surveys have been achieved, reaching an acceptable level based on the analysis that establishes 75% as the minimum average. In this way, it was possible to conclude that with the implementation of an ISO 9001: 2015 quality management system, a better performance is generated in the works supervision tasks regarding the management processes. It is a fact that the support processes are the basis for the operation of a Work Supervision Management System, so it is important to improve the processes that bring greater value to the system. Keywords: Quality management, construction supervision, customer satisfaction.
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