Bibliographic citations
Minaya, C., Huamán, G. (2021). Desarrollo de un Sistema Web para mejorar el proceso de acciones correctivas, preventivas y mejoras de la norma ISO 9001 alineado al modelo ITIL en la empresa CANVIA [Tesis, Universidad Peruana de Ciencias e Informática]. http://repositorio.upci.edu.pe/handle/upci/297
Minaya, C., Huamán, G. Desarrollo de un Sistema Web para mejorar el proceso de acciones correctivas, preventivas y mejoras de la norma ISO 9001 alineado al modelo ITIL en la empresa CANVIA [Tesis]. : Universidad Peruana de Ciencias e Informática; 2021. http://repositorio.upci.edu.pe/handle/upci/297
@misc{sunedu/3399310,
title = "Desarrollo de un Sistema Web para mejorar el proceso de acciones correctivas, preventivas y mejoras de la norma ISO 9001 alineado al modelo ITIL en la empresa CANVIA",
author = "Huamán Tinco, Grace",
publisher = "Universidad Peruana de Ciencias e Informática",
year = "2021"
}
Today many organizations are certified in the International Standards of Standardization (ISO), the great acceleration of technology leads companies to streamline their business processes, the problem is to integrate the various Management Systems of International Standards. The CANVIA company is certified in the ISO 9001 Standard, which demands many hours of limited resources to support and maintain the Quality Management System, there is no adequate record of the evidenced findings and therefore a result is a improper treatment. The general objective is to propose a Corrective and Preventive Action Management System for a company that provides IT services in accordance with the requirements of the ISO 9001: 2015 Standard and the good practices of ITIL. This investigation made it possible to determine that all the requirements of the ISO 9001: 2015 standard are applicable to the CANVIA company, that the most important mechanisms that allow the detection of a Non-Conformity in the company are internal audits, the customer complaints system, measuring satisfaction, measuring results, etc. The methodologies considered for the development of this project are the good practices of ITIL, management of an incident, problem, request and continuous improvement, the requirements of the ISO 9001 Standard to be applied are, Corrective, preventive action and continuous improvement. Keywords: Non-conformity, Corrective Action, Preventive Action, Continuous Improvement, Web System.
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