Gestión de la calidad para la Dirección de Gestión y Calidad Ambiental del Honorable Gobierno Provincial de Tungurahua

Abstract

SUMMARY

The lack of analysis, review and continuous improvement of the processes and services provided by a company results in customer dissatisfaction, loss of resources, poor performance, The Environmental Management and Quality Directorate of the Honorable Provincial Government of Tungurahua";, despite meeting the requirements and expectations of customers, there is inadequate implementation of procedures, in addition to the lack of documented information and especially the lack of communication and interaction between employees. Consequently, the main objective of this research is to develop a Quality Management based on the ISO 9001:2015 standard. The project is based on the PHVA method (plan, do, verify and act), for the continuous improvement, the increase of the quality and the productivity, in addition an initial diagnosis of the fulfillment of the requirements is made by means of a Check List ISO, likewise the competitive capacity of the entity is obtained based on the SWOT matrix (Strengths, Opportunities, Weaknesses and Threats), also a modal analysis of Failures and Effects (AMFE) is made for the offered services.

….According to the results obtained in the initial diagnosis, it is obtained that the Env ironmental Management and Quality Department complies by 13 percent of the total requirements established by the ISO 9001:2015 standard. Furthermore, th e results show that the environmental control and monitoring unit has too much work load in comparison to the other units; in order to comply with the remaining percenta ge of management, a manual consisting of 28 procedures, 1 instructive an 18 records must be implemented, as required by the SGC, respectively validated by the entity’s personnel.

It is concluded that currently the entity, has a low level of compliance with the requirements of ISO 9001:2015, ie the company does not guarantee that their service meets the requirements and expectations of customers.