Maestría Calidad y Gestión Integral

URI permanente para esta colecciónhttp://hdl.handle.net/11634/13056

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Diseño de un sistema de gestión de la calidad basado en la NTC ISO 9001:2015, con integración de prácticas de gestión del conocimiento en la empresa Grupo LB Consultores SAS
(Universidad Santo Tomás, 2026-05-05) Bolaños Ramírez, Oscar Javier; Saenz Arcila, Gino Alexander; Moreno Rodríguez, Ingrid Carolina; Gómez Giron, Luisa Fernanda; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001374118; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000101575; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002398126; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002439271; https://scholar.google.com/citations?user=Xsjl7hQAAAAJ&hl=es&oi=ao; https://scholar.google.com/citations?user=3NYPtKkAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0001-9523-7649; https://orcid.org/0000-0003-3624-0877; https://orcid.org/0009-0006-3307-952X; https://orcid.org/0009-0005-1486-0364
This applied research work addresses the Design of a Quality Management System (QMS) for GRUPO LB CONSULTORES S.A.S, based on the requirements of NTC ISO 9001:2015 with a strategic orientation towards Knowledge Management. The project is justified by the need to overcome the operational weaknesses identified in the consulting company, specifically the inconsistency in service delivery and the high dependence on individual tacit knowledge, which represents a critical risk of know-how loss. The methodology was developed following an applied research approach, structured in diagnostic and design phases. Initially, through the application of evaluation instruments and documentary review, a diagnosis was carried out that evidenced a low level of organizational maturity and the existence of critical gaps in relation to Clauses 4, 6, and 7 of the standard. Subsequently, the design and documentation of the QMS were addressed. This phase resulted in the definition of the Strategic Framework, the Risk and Opportunities Matrix, the Quality Policy, and the Process Map. In addition, the essential documentation (Manual, Procedures, Instructions) was prepared, and key mechanisms were designed for the formalization of organizational knowledge (Clause 7.1.6), including the Digital Repository and the Lessons Learned Cycle, aiming to ensure that the system is prepared for standardization and continuous improvement.
Diseño guía metodológica bajo directrices NTC-ISO 9004:2018, para implementación de un sistema de gestión integral basado en normas ISO 9001:2015 Y NTC-ISO 21001:2019 para instituciones de educación
(Universidad Santo Tomás, 2026-04-22) Cifuentes Hernández, María Carolina; Bernal Ramírez, Juan Mateo; Londoño Restrepo, Diana Catalina; Universida Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001387201; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002398123; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000010465; https://orcid.org/0000-0001-5052-0889; https://orcid.org/0009-0002-6917-1863; https://orcid.org/0009-0008-4686-7140
uality in educational institutions is a determining factor to guarantee effective processes, satisfy users and promote continuous improvement. This project aimed to design a methodological guide based on ISO 9004:2018, articulated with the requirements of ISO 9001:2015 and ISO 21001:2019, to guide the implementation of a comprehensive management system in educational organizations. The methodology was developed in three stages: first, a theoretical and regulatory review of management models and their application in the educational sector; second, a comparative analysis to identify common elements and differences between the standards, which allowed structuring the methodological guide; and third, the validation of the document by a panel of experts using the Hernández-Nieto Content Validity Index. The results showed that the guide presents clarity, coherence, feasibility and regulatory relevance. It is concluded that it constitutes a useful tool to strengthen institutional management and guide organizations towards sustained success.
Evaluación del sistema de gestión de calidad como factor determinante en la acreditación y sostenibilidad de las instituciones de educación superior en el Valle de Aburrá, Antioquia
(Universidad Santo Tomás, 2026-04-30) Contreras Contreras, Anyeline Inmaculada; Cueto Fuentes, Eduardo Nicolás; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000860930; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001379311; https://scholar.google.com/citations?user=WnQLGoUAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-2125-6828
Quality in higher education constitutes a major challenge for Higher Education Institutions (HEIs), particularly in contexts where greater academic relevance, institutional efficiency, and organizational sustainability are required. In this context, Quality Management Systems have become strategic mechanisms that strengthen planning processes, institutional evaluation, and continuous improvement, contributing to compliance with the standards established within the higher education quality assurance system. In Colombia, these processes are guided by organizations such as the National Accreditation Council and the Ministry of National Education, which are responsible for establishing guidelines aimed at guaranteeing quality and promoting institutional strengthening within HEIs. The objective of this research was to analyze the Quality Management System as a determining factor in the accreditation and sustainability processes of Higher Education Institutions located in Valle de Aburrá, Antioquia. Methodologically, the study was developed under a mixed-methods approach, with a descriptive-correlational scope and a cross-sectional design. Data collection was carried out through surveys administered to managers, professors, and administrative staff, complemented by documentary analysis of institutional policies, self-evaluation processes, and institutional planning strategies. The findings revealed that institutions with consolidated Quality Management Systems aligned with strategic planning show greater progress in institutional accreditation processes and more favorable conditions for ensuring organizational sustainability. Likewise, it was identified that indicator-based management and continuous improvement processes strengthen an institutional culture focused on quality. In conclusion, Quality Management Systems constitute a key factor for the institutional strengthening of HEIs in Valle de Aburrá, contributing to compliance with quality standards, the improvement of academic and administrative processes, and institutional sustainability.
Alineación de los componentes del modelo integrado de planeación y gestión (MIPG) con la estructura armonizada de la ISO para la gestión Institucional de la Policía Nacional
(Universidad Santo Tomás, 2026-04-10) Marín Carmona, Andrés Felipe; Camacho Camacho, Hernando; Universidad Santo Tomás; https://scholar.google.com/citations?user=CHHWigkAAAAJ&hl=es&oi=ao; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000696412; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001752170; https://orcid.org/0000-0001-9749-9845; https://orcid.org/0000-0002-9034-6034
The purpose of this project is to formulate a proposal for aligning the components of the Integrated Planning and Management Model (MIPG) with the harmonized structure of the ISO 9001:2015 standard, in order to optimize internal processes, improve service quality, and enhance public trust. This was achieved through a qualitative analytical study, the application of documentary research techniques, comparative matrices and focus groups, which allowed the construction of alignment matrices for each component of the new Police management framework. The results of this project confirm the existence of broad areas of convergence between these management systems, primarily in planning, process management, human resource management and continuous improvement; as well as a series of divergences centered on the specific elements of public management and the degree of technical structure of the standardized norms. The proposed model offers a practical tool for integrating international quality standards with the requirements of the MIPG and strengthening strategic, operational, and service management within the police force.
Sistema de gestión de calidad para la fundación Regalando Sonrisas Venecol
(Universidad Santo Tomás, 2026-03-18) Yara Rodríguez, Natalia; Lizcano Pineda, Diego Fernando; Castañeda Sánchez, Tatiana Alexandra; Universidad Santo Tomás
Problem: non-profit organizations face increasing demands for transparency, efficiency, and institutional sustainability, which requires more structured administrative systems and documented processes. In the case of the Regalando Sonrisas VENECOL Foundation, several organizational difficulties were identified, including the lack of formal documentation, limited capacity to participate in project calls, and the absence of standardized management processes. Objective: to design a Quality Management System proposal aimed at strengthening the institutional capacity of the foundation and improving its administrative and operational management. Method: the project was developed through an academic consultancy structured in several phases, including organizational diagnosis, participatory tools application, self-assessment based on ISO 9001:2015 requirements, analysis of institutional needs, and development of organizational documentation and improvement proposals aligned with quality management principles. Results: the results include the design of a basic Quality Management System structure composed of process characterization, definition of organizational guidelines, development of key documentation, and the formulation of an action plan focused on continuous improvement. Discussion: the progressive implementation of these tools will strengthen the internal organization of the foundation, enhance its management capacity, and increase its credibility among strategic stakeholders, contributing to the fulfillment of its social mission and to the development of vulnerable communities.
Propuesta de integración del plan estratégico de seguridad vial (pesv) y la ntc iso 39001 en la empresa Transcapibara s.a.s
(Universidad Santo Tomás, 2026-02-12) Suarez Quimbayo, Jessica Carolina; Camacho Camacho, Hernando; Universidad Santo Tomas; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000696412; https://scholar.google.com/citations?user=CHHWigkAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0001-9749-9845; https://orcid.org/0009-0004-6706-1438
The purpose of this research proposal is to assess the Strategic Road Safety Plan (SRP) and the implementation of the Colombian technical standard NTC ISO 39001 at TRANSCAPIBARA S.A.S., within the framework of a continuous improvement approach and the strengthening of its Integrated Management System (IMS). The company, dedicated to special passenger transportation nationwide, has been adopting road safety-oriented practices in accordance with national regulations; however, it has not yet formally integrated the requirements of ISO 39001. Based on an analysis of the organizational context, the regulatory environment, and the current status of compliance with the SRP components, strengths were identified, such as the existence of road safety policies, the commitment of senior management, the formation of a road safety committee, and the implementation of training and operational controls. However, opportunities for improvement were also identified related to systematic performance evaluation, the definition of management indicators, process documentation, and the structured implementation of ISO 39001 requirements. Based on the diagnosis and the gaps identified with respect to ISO 39001, an action plan was designed to strengthen road safety management in the company through specific activities, assigned responsibilities, implementation schedules, and monitoring indicators. A compliance matrix for the standard's requirements was also developed, prioritizing those that have the greatest impact on road accident prevention and the safety of transportation system stakeholders. The proposal's main objective is to contribute to reducing accidents, strengthening regulatory compliance, increasing customer satisfaction, and protecting the lives and well-being of employees, passengers, and road users. The implementation of the road safety management system under ISO 39001 will allow TRANSCAPIBARA S.A.S. Consolidate a stronger organizational culture, reduce risks, improve operational efficiency, and generate added value for its clients, especially those in the hydrocarbon sector. This work provides a technical and strategic tool for decision-making in road safety and is part of the research on quality and comprehensive management, contributing to the integration of national regulations and international management standards.
Análisis sobre el proceso de gestión para la implementación de política y proyectos ambientales en la fundación jóvenes trabajando por el bienestar del Darién
(Universidad Santo Tomás, 2026-01-23) Atencio Duran, Romel; Cueto Fuentes, Eduardo Nicolás; Universidad Santo Tomas; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000860930; https://scholar.google.com/citations?user=WnQLGoUAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-2125-6828
This consultancy was carried out at the Foundation “Jóvenes Trabajando por el Bienestar del Darién” (FUNJOTRABIUN) with the purpose of strengthening its internal environmental management, given the absence of institutional policies, procedures, and practices oriented toward sustainability. The main problem identified focused on the lack of a structured system integrating the environmental dimension into administrative, operational, and welfare processes, which limited both efficiency and compliance with the organization’s environmental commitments. The methodology applied combined a diagnostic, participatory, and structured intervention approach, developed in four phases: institutional diagnosis, design of the Internal Environmental Management System (SIGA-FUNJOTRABIUN), implementation and staff training, and evaluation with continuous improvement. Surveys, interviews, direct observation, and documentary review were used to establish an environmental baseline and to formulate strategies consistent with the institutional context. As a result, the SIGA-FUNJOTRABIUN was implemented, the Institutional Environmental Management Committee (CIGA) was established, and environmental policies, procedures, and indicators were designed. In addition, the organizational culture was strengthened through environmental awareness and training processes for the workforce. The process made it possible to optimize resource use, improve internal communication, promote environmental co-responsibility, and position FUNJOTRABIUN as a socially responsible organization committed to the sustainable development of the Darién region.
Diseño de un sistema integrado de gestión según las normas técnicas colombianas iso 9001:2015 e iso 45001:2018 en la empresa Extractora Vizcaya S.A.S
(Universidad Santo Tomás, 2026-01-27) Santamaria Torres, Jonathan Steven; Machado García, Candy Liseth; Agudelo Saldarriaga, Iván Dario; Universidad Santo Tomas
This research proposes the design of an integrated management system for a palm oil extraction plant, based on the NTC ISO 9001:2015 and NTC ISO 45001:2018 standards, starting from the strategic planning process. The methodology is structured in four phases: diagnosis, design and planning of the integrated management system, documentation and evaluation, creation of a balanced scorecard for the process, and culminating in the delivery of the products to the company. The results of semi-structured interviews and context analysis confirmed that the company has a basic strategic direction, with elements such as mission, vision, and objectives; however, weaknesses were identified in the articulation of strategic direction with management systems, especially in areas such as performance evaluation, risk analysis, and worker participation. A lack of integration between quality and occupational health and safety processes was found, and to address this, tools, matrices, and document management were developed to enable compliance with international standards according to the integrated norms. The conclusion identifies that it is essential to effectively articulate strategic processes with regulatory requirements as suggested by the high-level structure of ISO standards; this gives organizations the ability to define the most appropriate planning, control, and evaluation to guarantee quality, safety, and health in the development of their processes.
Análisis sobre la estructura del laboratorio departamental de salud pública del Chocó diagnóstico y estrategias de fortalecimiento del SGI
(Universidad Santo Tomás, 2025-01-22) Rentería Velásquez; Cueto Fuentes, Eduardo Nicolas; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000860930; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002438155; https://scholar.google.com/citations?user=WnQLGoUAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0002-2125-6828
This consultancy addressed the weaknesses of the Integrated Management System (SGI) of the Departmental Public Health Laboratory of Chocó, particularly the lack of process standardization, limited technical competencies among personnel, and gaps in complying with ISO/IEC 17025:2017 requirements. These deficiencies affected the reliability of analytical results, operational efficiency, and the institution’s ability to respond effectively to public health surveillance demands in the region. The methodology consisted of two implemented phases and three projected phases. In Phase 1, an institutional diagnostic was conducted through document review, compliance checklists, interviews, surveys, and evaluation of technical and administrative procedures. This phase enabled the identification of structural gaps in the SGI and the establishment of a baseline for future improvement. Phase 2 focused on strengthening technical competencies through training workshops, educational materials, and awareness sessions addressing quality management, metrology, biosafety, and documentation practices. The main results include: 1. a comprehensive diagnosis of the SGI’s current state, 2. the identification of critical areas requiring intervention such as document control, traceability, and equipment maintenance and 3. the initial strengthening of personnel competencies, improving system ownership and creating favorable conditions for subsequent implementation stages. The remaining phases system implementation, monitoring, and institutional communication are structurally planned and projected as the roadmap for the laboratory’s modernization and long-term sustainability.
Análisis de la Cultura Organizacional y el Clima Laboral/Ambiente Organizacional en las Entidades Públicas del Distrito Capital
(Universidad Santo Tomás, 2025-09-04) Buitrago Ocampo, Conny Yohana; Camargo Moreras, Angie Dayana; Castro Murcia, María Camila; Gómez Girón., Luisa Fernanda; Mahecha Lagos, Nancy; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001374118; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001420899; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000005228; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002363572; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002354230; https://scholar.google.com/citations?user=Xsjl7hQAAAAJ&hl=es&oi=ao; https://scholar.google.com/citations?user=DzbM0-AAAAAJ&hl=es&oi=ao; https://scholar.google.com/citations?user=WhdpFKEAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0003-0244-1419; https://orcid.org/0009-0003-5614-5989; https://orcid.org/0009-0009-1714-2543; https://orcid.org/0009-0005-3947-382X
This report presents an executive summary of the activities carried out within the framework of the project "Structural Model of Relationships to Strengthen Public Policy on Human Talent Management in District Public Entities under the direction of the Administrative Department of the District Civil Service as an Input for Building a Database of Good Management Practices." The study identified common patterns in organizational behavior, as well as significant differences between population types (staffed employees, non-staffed employees, and contractors). Critical areas affecting human talent management were also highlighted, such as the development of individual capabilities, recognition, innovation, and emotional well-being. These findings offer strategic input to guide continuous improvement processes and support the design of specific actions within the framework of the Capital District's Public Policy on Human Talent Management. Together, the proposed model and the results obtained contribute to a comprehensive understanding of the organizational environment in the district public sector and constitute a useful tool for decision-making, institutional planning, and the implementation of strategies that promote both mission fulfillment and the well-being of the people serving the entities.
Estrategias para la Articulación de los Sistemas de Gestión de la Calidad NTC ISO 9001:2015, Seguridad de la Información NTC ISO/IEC 27001:2022 y Seguridad de Aviación Civil (Adjunto 26 al RAC 160) en los Aeropuertos Concesionados con Operación Comercial Regular de Categoría Internacional de Colombia
(Universidad Santo Tomás, 2025) Andrade Hernández, Jeannette; Calderón Campos, Johan Andrey; Forero Contreras, Rafael Andrés; Moreno Rodríguez, Ingrid Carolina; Universidad Santo Tomás; scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270737; scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270743; scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000498491; scholar.google.es/citations?user=eBr_5aQAAAAJ&hl=es; scholar.google.es/citations?view_op=new_profile&hl=es&imq=Jeannette+Andrade+Hernandez; scholar.google.com.mx/citations?hl=es&user=NLzCqtMAAAAJ; orcid.org/0009-0009-4365-6513; orcid.org/0009-0008-1512-4547; orcid.org/0009-0003-8102-6578
Civil aviation is essential for the economic and social development of Colombia, connecting remote regions, boosting tourism, and facilitating international trade. Over the past five years, audits and inspections conducted by the Civil Aviation Safety Authority (Aerocivil) in concessioned airports reveal that the Civil Aviation Security Management System (SeMS) is not integrated with other management systems, such as the Safety Management System (SMS) and the quality and information security management systems (NTC ISO 9001:2015 and NTC ISO/IEC 27001:2022). This lack of integration results in duplicated efforts, increased costs, and limits the operational efficiency of the sector. The research proposes strategies to articulate these management systems, optimizing risk management and improving coordination among key stakeholders. Additionally, it evaluates the importance of information security due to the digitalization of airport processes and the interconnection of critical systems. The implementation of SeMS in Colombia aims to ensure high security standards in the aviation industry, promoting proactive identification and management of security risks and continuous improvement. In the first phase of the project, the diagnosis allows for the evaluation of the maturity level and independent implementation of two of the three management systems in the airports under study. In the second phase, strategies are structured using the key factors methodology for the integration of management systems, facilitating the identification of points of convergence, complementarity, and divergence among the requirements of the three technical standards. In the third phase, the strategies are validated through expert judgment, ensuring they are clear, relevant, and applicable. The articulation of these management systems improves operational efficiency, reduces duplications, optimizes resources, and strengthens operational security, contributing to greater competitiveness and sustainability in the Colombian aviation sector. This integrated approach benefits airports and positions the Colombian aviation sector as a regional benchmark in terms of quality and security.
Diagnóstico de la implementación de la política de gestión de la información estadística (MIPG) en la alcaldía de Girón
(Universidad Santo Tomás, 2025-08-25) Barajas Pinto, Jessica Alexandra; Romero Guzmán, Jhon Jairo; Plazas Rodríguez, Luis Michael
This article investigates the current status of the implementation of the Statistical Information Management Policy (MIPG) in the Mayor's Office of Girón, Santander, Colombia. The MIPG is a national government management system that seeks to improve the performance and transparency of local entities by using reliable and timely information. The article analyzes public officials' knowledge of the MIPG, the results of the FURAG (Single Form for Reporting and Management Progress), and the competencies of the implementation team. It identifies a broad knowledge of the Model, but finds limited operational development and a low score in the evaluation of the information and communication dimension. The article presents the results of the documentary verification of the research and the tabulated information from the dichotomous survey designed for the academic exercise. It also highlights the competence of the sample census, the knowledge and specific management of a series of technical elements necessary for implementation with a low level of application and the lack of an action plan, together with the lack of an implementation guide that could provide unrestricted compliance with the legal and regulatory requirements of the Model. Finally, it was recommended to generate strategies using the great capacity of human resources to operationalize the implementation of the statistical information management policy, based on a knowledge transfer process framed within the transversality of management and the general commitment of the Municipal Administration staff.
Análisis y Propuesta de un Sistema Integrado de Gestión Conforme a las Normas ISO 9001:2015, 14001:2015 y 45001:2018 en INDUBRIZ SAS
(Universidad Santo Tomás, 2025-07-04) Parra Larrota, Erika Yohana; Torres Munza, Luisa Fernanda; Parada Vanegas, David Felipe; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001387201; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270742; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270736; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270740; https://orcid.org/0000-0001-5052-0889; https://orcid.org/0009-0004-9246-6656; https://orcid.org/0009-0001-3431-4302; https://orcid.org/0009-0002-8987-7142
This document presents the results of the consultancy carried out at INDUBRIZ S.A.S. for the analysis and proposal of an Integrated Management System (IMS) based on the standards ISO 9001:2015 (quality management), ISO 14001:2015 (environmental management), and ISO 45001:2018 (occupational health and safety management). Among the objectives of the consultancy are: to diagnose the current state of the management systems within the company, identify gaps and opportunities for improvement, and establish strategies for effective integration. The methodology applied comprised three main phases: (1) Initial diagnosis, where the company’s level of compliance with each standard’s requirements was evaluated; (2) Document review and process update, aimed at optimizing the management of the Integrated Management System (IMS) at INDUBRIZ S.A.S. A correlation matrix was created to propose the system’s integration, identifying tools that would allow for more efficient compliance with the normative requirements of ISO 9001:2015, ISO 14001:2015, and ISO 45001:2018; (3) Presentation of diagnostic results to the company, highlighting several key aspects. However, the company decided to prioritize, based on its needs, six main areas: internal audits, legal requirements, suppliers, management leadership, improvement actions, and complaints and claims. The initial diagnosis showed that INDUBRIZ S.A.S. had a compliance rate of 36.5% with ISO 9001, 33.2% with ISO 14001, and 56.6% with ISO 45001, reflecting a stronger consolidation in occupational health and safety management, but also significant gaps in quality and environmental management. Based on these findings, a prioritization process was conducted to determine critical areas requiring intervention. From this prioritization, specific activities were established to improve documentation, strengthen legal compliance management, and optimize process traceability. Among the actions implemented were document unification, updating the legal requirements matrix, strengthening organizational leadership, and optimizing internal audit processes. These strategies improved the operational efficiency of the IMS, ensured its alignment with international standards, and facilitated its continuity within the company. The consultancy results showed improvements in compliance traceability, process documentation, risk control, and the establishment of a continuous improvement system. In addition, a continuity plan was designed to enable the company to maintain and evolve its IMS, ensuring alignment with international standards and readiness for future certifications. It is concluded that the implementation of the Integrated Management System at INDUBRIZ S.A.S. represents a strategic opportunity to optimize performance, reduce risks, and enhance competitiveness in the market. The sustainability of the IMS will depend on the continued commitment of top management and the active participation of personnel, ensuring that the organizational culture is geared toward continuous improvement and compliance with international standards in quality, environmental, and occupational safety management.
Acciones estratégicas reducción brechas sistema gestión conocimiento gobernación Cundinamarca
(Universidad Santo Tomás, 2025-07-04) Becerra Cárdenas Yuly Astrid, Yuly; Quijano López Milton Andrés, Andrés; Valbuena Díaz María Esperanza, Esperanza; Mahecha Lagos Nancy Constanza, Nancy; Universidad Santo Tomás
The issue of knowledge management in public entities has become a matter of importance. According to the Ministry of Information and Communication Technologies (MinTIC, 2019), most public entities in Colombia still lack a clear structure for managing organizational knowledge. Likewise, studies by the Organisation for Economic Co-operation and Development (OECD, 2020) have identified that efficient knowledge management in the public sector contributes to transparency and effectiveness in resource administration. For this reason, the work focuses on the development of strategic actions to reduce gaps related to the Knowledge Management System in the Government of Cundinamarca.
Propuesta de plan de mejora en el proceso de atención de peticiones, quejas y reclamos en la ESE San Francisco de Sales
(Universidad Santo Tomás, 2025-07-02) Cagua Villalobos, Lina Paola; Triana Valencia, Luisa Fernanda; Gómez Girón, Luisa Fernanda; Universidad Santo Tomás; https://orcid.org/0009-0009-5263-4180; https://orcid.org/0009-0007-6006-0864
The methodology followed is of a mixed type (quantitative and qualitative) because it first identifies the knowledge, attitudes and practices (KAP) of the contractors of the user service office of the ESE San Francisco de Sales as it is presented in reality through the application of a KAP instrument, then each variable measured independently is analyzed leading to the formulation of the improvement plan with a focus on the integrated planning and management model MIPG and NTC-10003. The results showed deficiencies in response times, traceability of cases and the perception of user satisfaction. Based on these findings, gaps were identified in the management of PQR, which were contrasted with quality standards in citizen service, allowing to establish critical factors that affect the efficiency of the process. The objective of this study is to design improvement strategies for the attention of Petitions, Complaints and Claims (PQR) in the ESE San Francisco de Sales, based on a diagnostic analysis of its current management. For this purpose, a documentary review of the current regulations, the analysis of performance indicators of the process and the application of qualitative information gathering tools, such as interviews and surveys to users and employees, were carried out. User care in health services is an essential component to ensure quality in the provision of services and patient satisfaction. The objective of this consultancy is to propose an improvement plan through the PHVA methodology with a focus on the Model of Integration, Planning and Management (MIPG) and ISO 10003 in the user care process belonging to the Information Services and User Care office of the ESE Centro de Salud San Francisco de Sales to contribute to strengthening the quality of user care services and improve the experience of patients served in the institution. The methodology followed is of a mixed type (quantitative and qualitative) because it first identifies the knowledge, attitudes and practices (KAP) of the contractors of the user care office of the ESE San Francisco de Sales as it is presented in reality through the application of a KAP instrument, then each variable is analyzed by means of a questionnaire. An improvement plan is presented, based on the development and validation of an instrument to evaluate the knowledge, attitudes and practices of the personnel working in the SIAU process, in addition to being a tool for continuous updating and identification of areas for feedback in subsequent training sessions. The document management system was also updated, which will serve as a source of reference and as a tool for continuous training of personnel and strengthening of the organizational culture. With the proactive management of risk identification, it is possible to transform threats into opportunities. The future impact that will lead to improve the quality of service is in compliance with regulations, avoiding sanctions and generating possible staff turnover.
Kaizen como estrategia de mejora continua en plantas de incubación avícola para la optimización de recursos
(Universidad Santo Tomás, 2025-07-09) Villamil Pinzón, Nicolas; Castañeda Sanchez, Tatiana Alexandra
The purpose of this project was to demonstrate the applicability of the Japanese Kaizen philosophy in a fertile egg incubation plant for the production of day-old chicks. A structured program was designed to promote the active participation of operating staff in generating improvement proposals aimed at optimizing resource use and strengthening process efficiency. The implementation of a pilot test allowed for the collection of ideas directly from the work team, which were then submitted to a series of phases from evaluation to execution under the program guidelines. The selected proposals contributed significantly to cost reduction and the strengthening of environmental sustainability. The results demonstrate that Kaizen can be successfully integrated into this type of operation or into any production unit seeking continuous improvement, minimizing waste, and fostering employee engagement
De la Página a la Práctica. Analizando la Evolución de la Revista Signos. Revisión bibliométrica 2009-2023
(Universidad Santo Tomás, 2025-04-09) Ramírez Vaca, Jenyffer Andrea; Mahecha Lagos, Nancy; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002089104; https://orcid.org/0009-0006-5907-5404
In the current context, marked by the diversification of standards in management systems and the influence of global trends such as Industry 4.0, climate change and the growing attention to mental health, a key challenge arises for management leaders: to keep themselves constantly updated and engaged in self-learning. This environment demands the creation of new fields of research that not only respond to emerging demands, but also drive innovation within management systems. Research must guarantee the practical application of the knowledge generated through its dissemination and understanding, which in turn enhances its impact in various sectors. In this scenario, universities, through their scientific journals, play an essential role in making advances visible, promoting interdisciplinary dialogue and contributing to the theoretical and practical development of management systems. Since its creation in 2009, the journal Signos: Investigación en Sistemas de Gestión(ISSN 2145-1389) has been a key space for disseminating research related to quality management, environmental management, occupational health and safety management, social responsibility, comprehensive management and other management systems. However, in the face of new global trends, it is crucial to reflect on its role in the generation of knowledge and to update its lines of research in order to keep in line with emerging needs.Accordingly, the purpose of this research is to analyze the evolution of the lines of research published in the journal Signos: Revista de Gestión de las Organizacionesduring the period 2009-2023, using a descriptive bibliometric analysis of 268 articles. The results revealed a significant growth in the journal's scientific output, highlighting topics such as quality, integrated management systems, and occupational health and safety (OHS). In addition, emerging approaches were identified, such as technology and data management, business continuity, supply chain, change management and mental health, underlining the need to update the lines of research to strengthen their impact and contribution to theoretical and practical advances in management systems.
Sistema de Gestión de la Calidad y Cultura de Innovación en ABC Laboratorios
(Universidad Santo Tomás, 2025) Araque Reyes, Daniel Mateo; Castro Arias, Jairo Alejandro; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001387201; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270886; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270744; https://orcid.org/0000-0001-5052-0889; https://orcid.org/0009-0006-2089-4381
ABC Laboratorios, founded in 1972 in Bogotá, is a company committed to promoting love through education in science and technology, by fostering teaching and learning processes based on experimentation. Throughout its history, it has developed an organizational culture focused on service, knowledge, and continuous improvement. In this context, the company seeks to strengthen its Quality Management System (QMS) and align it with a culture of innovation, aiming to enhance organizational performance and respond more effectively to the challenges of the educational sector.
Articulación del Sistema de Gestión de Calidad, Sistema de Gestión Ambiental y el Sistema Único de Habilitación en Salud en el Instituto de Estudios Científicos en Odontología
(Universidad Santo Tomás, 2025) Arenas Campo, Ada Luz; Penagos Duarte, Jennifer Rocío; Villamizar Reyes, Stephanny Alexandra; Moreno Rodríguez, Ingrid Carolina; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000101575; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001639422; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270741; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002270739; https://scholar.google.com/citations?user=3NYPtKkAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0003-3624-0877; https://orcid.org/0009-0007-0041-590X; https://orcid.org/0009-0001-0945-782X
The main objective of this thesis is the articulation of Quality Management Systems (ISO 9001:2015), Environmental Management (ISO 14001:2015), and the Single Health Accreditation System (SUH) in the Institute of Scientific Studies in Dentistry (IECO), a medium-complexity private institution that offers dental and oral radiology services. The research is based on the need to optimize internal processes, resources, and operational efficiency, addressing the current challenges faced by the institution in efficient and effective management, such as the lack of a comprehensive framework that unifies its operations and the absence of a solid organizational structure, essential for the sustainability and competitiveness of the health sector. The consultancy was developed in four phases: The first focuses on the formulation of a diagnostic instrument through a qualitative approach, which includes document review and interviews with key IECO stakeholders. The second phase involves creating a requirement identification matrix, using a quantitative approach to collect data related to ISO 9001:2015, ISO 14001:2015, and SUH standards. The third stage focuses on structuring the articulation of the Integrated Management Systems (IMS) in evaluation and compliance with SUH and improving operational efficiency and service quality, and the final stage centers on validation by experts to review the proposal's content, assess its form, and ensure it is correctly structured. The results obtained through the application of the diagnostic instrument showed 37% compliance in the QMS, 36% in the EMS, and 94% in the SUH, which allowed us to identify strengths and weaknesses in meeting the requirements of the standards under study and guide improvement actions to address those shortcomings through a unified implementation plan in line with the identification of common and non-common requirements of the three systems. The validation of the proposal by experts was analyzed using Cronbach's Alpha Coefficient, a quantitative method used to measure the internal consistency reliability of a scale, obtaining a result of 0.85, which indicates good validity and agreement, suggesting that the articulation of the management systems is not only necessary but also represents an opportunity to align with best practices in the sector and comply with regulatory standards. In conclusion, the articulation of Quality, Environmental, and Health Accreditation Management Systems in IECO will not only improve operational efficiency, resource optimization, customer satisfaction, and regulatory compliance but also foster a culture of continuous improvement, contribute to strengthening organizational knowledge, and enhance the sustainability and competitiveness of the institution. These results not only benefit IECO but also provide a replicable model for other health sector institutions wishing to implement an effective Integrated Management System.

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