Especialización Dirección y Gestión de la Calidad

URI permanente para esta colecciónhttp://hdl.handle.net/11634/17068

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Estructuración de un sistema de gestión de la calidad basado en la Norma ISO 9001:2015 para la empresa PRINTUPACK
(Universidad Santo Tomás, 2026-08-08) Lopez Bettin, Santiago; Maldonado Ladino, Daniel Andres; Moreno Rodríguez, Ingrid Carolina; Universidad Santo Tomás; https://scholar.google.com/citations?user=3NYPtKkAAAAJ&hl=es&oi=ao; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000101575; https://orcid.org/0000-0003-3624-0877
A Quality Management System based on ISO 9001:2015 was structured for PRINTUPACK, a graphics-sector company. The project included a diagnosis of the current state against the standard, the design of the QMS proposal with its core documents (processes, quality policy and objectives, risks, roles and functions, communications, document control, among others), and a phased implementation plan to move toward certification.
Implementación y mejoramiento del sistema de gestión de la calidad (NTC ISO 9001:2015) en la empresa Ecoequipos S.A.S
(Universidad Santo Tomás, 2026-07-05) Rincón Rincón, Daniel Alejandro; Rodriguez Peña, Daniel Esteban; Moreno Rodríguez, Ingrid Carolina; Londoño Restrepo , Diana Catalina; 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=0001387201; https://scholar.google.com/citations?user=3NYPtKkAAAAJ&hl=es&oi=ao; https://orcid.org/0000-0003-3624-0877; https://orcid.org/0000-0001-5052-0889
The purpose of this degree project was to structure a Quality Management System (QMS) based on the guidelines of the NTC ISO 9001:2015 standard for the company Ecoequipos S.A.S., dedicated to the manufacturing and commercialization of equipment for solid waste management. The research emerged from the need to strengthen the organization’s competitiveness, optimize its internal processes, and ensure customer satisfaction through the standardization and continuous improvement of its activities. Initially, an organizational diagnosis was carried out to identify the level of compliance with the requirements of the ISO 9001:2015 standard. The results showed strengths related to management commitment and operational experience, as well as weaknesses associated with process documentation, document control, strategic planning, and performance evaluation. Subsequently, an implementation plan was designed to close the identified gaps in the standard’s clauses, including tools such as SWOT analysis, stakeholder identification, risk and opportunity matrix, process mapping, quality policies and objectives, operational procedures, and change management strategies. As a result, a comprehensive proposal for the Quality Management System was developed, aimed at improving operational efficiency, strengthening process traceability, and promoting an organizational culture focused on quality and continuous improvement. Finally, it is concluded that the implementation of the NTC ISO 9001:2015 standard represents a strategic opportunity for Ecoequipos S.A.S. to increase its competitiveness, optimize its resources, and strengthen its position within the Colombian manufacturing sector.
Propuesta para el diseñar de un sistema de gestión de calidad (NTC ISO 9001: 2015) en la Empresa Grancolombiana de Finanzas
(Universidad Santo Tomás, 2026-07-30) Rodriguez Chawez, Juan David; Castañeda Parra, Jose Gabriel; Gutierrez Rodriguez, Daniel Santiago; Moreno Rodriguez, Ingrid Carolina; Londoño Restrepo, Catalina; Universidad Santo Tomás
Aplicación del Equipo DYNATEST CSIR en la Evaluación y Caracterización de Pavimentos Asfálticos
(Universidad Santo Tomás, 2026-07-22) Gil Valencia, Darubin de Jesús; Ochoa Riscanevo, Luz Adriana; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001442203; https://scholar.google.com/citations?user=-_wZdJ4AAAAJ&hl=es
La evaluación estructural de los pavimentos asfálticos constituye una actividad fundamental para garantizar la seguridad vial, optimizar los recursos destinados al mantenimiento y prolongar la vida útil de la infraestructura vial. A lo largo de la Misión Académica Internacional en México se describieron diversos equipos que facilitan la evaluación de pavimentos, esto mediante visitas técnicas al Instituto Mexicano del Transporte (IMT), el Centro de Innovación Tecnológica para la Construcción (CITEC) de Holcim, y conferencias desarrolladas en la UNAM. A partir de esto, se realizó la revisión bibliográfica y el análisis comparativo, se evaluó la aplicabilidad de estos equipos en Colombia. En este contexto, los equipos DYNATEST-CSIR, basados en la tecnología Falling Weight Deflectometer (FWD), se han consolidado como herramientas de evaluación no destructiva que permiten determinar la capacidad estructural de los pavimentos mediante la medición de deflexiones generadas por cargas dinámicas que simulan el tránsito vehicular. El presente trabajo tiene como objetivo analizar la aplicación del equipo DYNATEST-CSIR en la evaluación y caracterización de pavimentos asfálticos, tomando como referencia la experiencia observada durante la misión académica internacional realizada en México, en la cual se visitaron centros de investigación y entidades especializadas en infraestructura vial. La investigación se desarrolla mediante revisión bibliográfica, análisis documental y estudio de experiencias internacionales relacionadas con el uso de tecnologías FWD para diagnóstico estructural de pavimentos. Se espera evidenciar los beneficios asociados a la obtención de información objetiva sobre la capacidad estructural de las vías, así como su contribución a la planeación de actividades de mantenimiento y rehabilitación en el contexto colombiano. estructural de las vías.
Evaluación del impacto de la norma ISO 9001:2015 en las variables de productividad y satisfacción de clientes en mi pymes colombianas del sector agroalimentario.
(Universidad Santo Tomás, 2026-07-02) Puentes Pallares, Maria Isabel; Pallares Morón, Manuela Milena; Guerrero Casas, Sebastián; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001937802
The following research seeks to identify and evaluate the impact that certification under the ISO 9001 standard has on Colombian MSMEs in the agri-food sector in the variables of productivity and customer satisfaction, which may affect or benefit their organizational performance. Therefore, this document presents the concepts and evolution of quality in Colombia and identifies the entities that ensure the quality of the products and services offered by companies in the sector. It also provides the current context of the agri-food sector in Colombia and all the elements involved in it, such as subproducts, figures, and relevant data for the research. Regarding MSMEs, it describes their structure and participation in this sector and in quality certifications. Likewise, a review of the study variables, namely productivity and customer satisfaction, is included in order to better understand their context and to develop an appropriate methodology for their measurement and for the development of the proposed study. The purpose is to obtain a clear overview and determine whether benefits are present or not in these two variables as a result of ISO 9001 certification.
Diseño de un Modelo de Armonización de la Norma: NTC-ISO 7101:2023 y los estándares de acreditación en salud de Colombia para instituciones prestadoras de servicios de salud de baja complejidad
(Universidad Santo Tomás, 2026-07-06) Orozco Ardila, Xiomara Alejandra; Agudelo Saldarriaga, Ivan Darío; Universidad Santo Tomás
In Colombia, low-complexity healthcare providers face challenges in articulating different quality regulatory frameworks, leading to duplication of efforts, confusion in their application, and limitations in continuous improvement processes. Objective: To design a harmonization model between the requirements of the NTC-ISO 7101:2023 standard and the healthcare accreditation standards defined in Resolution 1328 of 2021, applicable to low-complexity healthcare institutions. Method: This study was developed under a mixed-methods approach, with a descriptive and non-experimental design, based on documentary analysis of regulatory frameworks and the construction of a correspondence matrix structured under the PDCA cycle. The proposed model was subsequently validated through expert judgment in healthcare quality management. Results: Convergence and complementarity points between both frameworks were identified, allowing the development of an applicable harmonization model aimed at facilitating the integration of requirements and standards in healthcare institutions. Discussion: The proposed model contributes to improving regulatory understanding and optimizing quality management in low-complexity healthcare providers, reducing administrative burden and strengthening continuous improvement processes. Keywords: healthcare quality management, ISO 7101, healthcare accreditation, low complexity, regulatory harmonization
Diseño e implementación de una guía de estandarización para la medición de grados Brix mediante refractometría, como aporte al fortalecimiento del sistema de gestión de calidad en el laboratorio de Italcol Latinoamérica.
(Universidad Santo Tomás, 2026-06-18) Delgado Perez, Jorge Eymar; Manjarres Jaimes, Andrés David; Osorio Martínez, Carlos Alberto; Universidad Santo Tomas
The purpose of this project was to design and implement a standardized technical guide for measuring Brix degrees through digital refractometry in the quality laboratory of Italcol Latinoamérica. The study was motivated by the limitations identified in the traditional hydrometry method using a saccharimeter, which affected the reliability, traceability, and reproducibility of analytical results. A mixed-methods research approach was applied, combining documentary analysis, regulatory evaluation, direct process observation, technical comparison of measurement methods, and the development of management tools for process standardization. In addition, the requirements established by ISO 9001:2015 and ISO/IEC 17025:2017 were analyzed to ensure compliance with internationally recognized quality and technical competence standards. The results revealed operational, technical, and documentary deficiencies associated with the traditional method, while highlighting the advantages of digital refractometry in terms of speed, repeatability, reduction of human error, and metrological control. As a primary outcome, a standardized technical guide was developed, including operating procedures, acceptance criteria, recording formats, and control mechanisms that strengthen measurement reliability and result traceability. Furthermore, a change management and training plan was designed to support laboratory personnel during the transition process and promote the successful adoption of the new methodology. The study concludes that implementing the standardized technical guide significantly strengthens the quality management system of Italcol Latinoamérica by improving analytical consistency, metrological traceability, and compliance with applicable regulatory requirements.
Análisis del impacto laboral de los egresados de la Especialización en Dirección y Gestión de la Calidad (Universidad Santo Tomás, seccional Bucaramanga)
(Universidad Santo Tomás, 2026-05-04) García Rojas, Blanca Yamile; Plazas Rodríguez, Luis Michael; Universidad Santo Tomás
The purpose of this undergraduate thesis was to analyze the employment impact of graduates from the Specialization in Quality Management and Leadership at Santo Tomás University, Bucaramanga campus, based on their experiences, perceptions, and professional trajectories. To achieve this, an online survey was conducted with 40 graduates, allowing for the collection of information related to their sociodemographic profile, academic background, employment status, income levels, competency development, and level of satisfaction with the program. Overall, the perception of the program is positive, reflecting high levels of satisfaction and recommendation. This demonstrates not only the quality of the education received, but also its contribution to the professional and personal growth of those who have been part of this process. In conclusion, the specialization is established as a relevant educational option with a real impact on the professional lives of its graduates. However, its continued strengthening will depend on its ability to adapt to changes in the environment, innovate in its training strategies, and maintain quality as the central pillar of its development.
Ampliación del sistema de gestión de la calidad en droguerías mediterráneo conforme a la norma ISO 9001:2015.
(Universidad Santo Tomás, 2026-01-16) Quiñones Borda, Daniela; Merchán Cueca, Mónica Patricia; Páez Ahumada, Johanna Marcela; Gómez Girón, Luisa Fernanda; Universidad Santo Tomás
Droguerías Mediterráneo, a retail pharmaceutical company located in Bogotá, faces the challenge of expanding the scope of its Quality Management System, which is currently focused on regulatory compliance with Resolution 1403 of 2007 and Decree 780 of 2016, toward an integrated model based on the ISO 9001:2015 standard. This research proposes extending the scope of the QMS to strengthen process management, operational traceability, and customer satisfaction. A compliance diagnosis was conducted using checklists, document reviews, direct observation, and semi-structured interviews with key personnel. The results showed an overall compliance level of 60.1%, with significant progress in Chapters 8 (Operation), 9 (Performance Evaluation), and 10 (Improvement), where compliance exceeded 70%. The main achievements include strengthening operational control, documentation management, supplier monitoring, and corrective action processes aimed at efficiency and continuous improvement. Expanding the QMS scope will enable the organization to integrate quality as a strategic axis, enhance competitiveness in the pharmaceutical market, and ensure safe, reliable, and customer-centered services.
Diseño de una propuesta de sistema de gestión de la calidad basado en la norma NTC ISO 9001:2015 para procesos misionales de las áreas de ingeniería de la empresa VMSERVICE S.A.S.
(Universidad Santo Tomás, 2026-01-21) Blanco Saavedra, Johan Esteban; Sánchez Barrera, Pedro Julian; Gómez Girón, Luisa Fernanda; Universidad Santo Tomás
The document presents the design of a proposal for a Quality Management System (QMS) based on the NTC ISO 9001:2015 standard for the mission processes of the engineering area of the company VM SERVICES S.A.S. VM SERVICES S.A.S. is a company dedicated to comprehensive services in metalworking, design, installation, and assembly, with a strong focus on thematic projects, especially Christmas decorations and event logistics. Its target market includes large retail complexes, governmental entities, and large private companies. The central problem identified is the absence of a structured QMS for production and mission processes, which generates difficulties in standardization, traceability, quality control, resource management, and compliance with delivery times. This situation results in rework, waste, inconsistencies in finishes, and operational risks, affecting customer satisfaction and continuous improvement. The general objective is to design a QMS proposal for VM SERVICES S.A.S. aligned with NTC ISO 9001:2015, through a diagnosis of the degree of compliance with the standard and by proposing improvements in processes with weaknesses. The methodology is based on the PDCA cycle and includes diagnosis, strategic analysis, and document structuring. Finally, the document proposes the structure of the QMS, starting from the organizational context, the analysis of interested parties, the redefinition of the system’s scope, and the formalization of processes. Adjustments are formulated to the mission, vision, principles, and values, and guidelines are established to document, control, and improve the mission processes. The general conclusion is that VM SERVICES S.A.S.
Póster diseño y validación de un modelo de gestión del riesgo alineado con la ISO/EIC 17025:2017 e ISO 31000:2018 para laboratorios de microbiología acreditados en Bogotá
(Universidad Santo Tomás, 2026-01-20) Fonseca Monroy, Paula Alejandra; Gallo Fonseca, Jennifer Juliana; Parra Escobar, María Camila; Rojas Ortega, Andrés Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001072234; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0002221489; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0000038753
The ISO/IEC 17025:2017 standard incorporates a risk-based approach as a key element to ensure the reliability of results in testing and calibration laboratories; however, its application is often limited to the technical area, excluding support processes and hindering comprehensive risk management. This research aims to design and validate a risk management model, aligned with ISO/IEC 17025:2017 and articulated with ISO 31000:2018, applicable to accredited microbiology laboratories in Bogotá, in order to strengthen the reliability and trustworthiness of results. The study will be conducted using a mixed, descriptive, and applied approach, employing non-probabilistic criterion-based sampling with the participation of six to eight experts in microbiology laboratories. The methodology will include a literature review, the identification of key variables, the design of the model, the definition of validation criteria, and its evaluation through expert judgment. As a result, a comprehensive risk management model is expected to be obtained, integrating both technical and support areas, and contributing to the enhancement of the reliability and trustworthiness of analytical results in accredited microbiology laboratories.
Estructuración de un sistema de gestión de calidad basado en la Norma ISO 9001: 2015 para la empresa Plantivives SAS.
(Universidad Santo Tomás, 2026-01-22) Bernal Rodriguez, Victor Hugo; Niño Quitian, Audrey Yineth; Turca Rincon, Juan Sebastián; Aaron Blanquiceth, Luis Carlos; Gomez Giron, Luisa Fernanda; Universidad Santo Tomás
This document presents a proposal for the structuring of a Quality Management System (QMS) based on the guidelines of the Colombian Technical Standard NTC ISO 9001:2015, applied to the company PLANTIVIVES S.A.S. Its main purpose is to address essential aspects related to operational efficiency, legal and regulatory compliance, process optimization and control, the strengthening of customer satisfaction, and the promotion of continuous improvement. Based on the diagnosis conducted, significant strengths were identified in operational management, such as a high sales volume, strong top management leadership, and adequate infrastructure and resources used in production. However, opportunities for improvement were also identified in document management, risk management, the evaluation and measurement of process performance, the definition of strategic objectives, and product traceability. In response, the proposed QMS is based on a process approach and risk-based thinking, integrating the organization’s strategic areas. The proposal aims to implement a comprehensive, strategic, competitive, and controlled system that incorporates essential tools for document management, performance indicators, process structures with their respective records and traceability, customer satisfaction measurement mechanisms, and audit plans oriented toward strengthening continuous improvement.
Implementación de un Sistema Integrado de Gestión (SIG) en la empresa Energytell S.A.S., basado en las Normas ISO 9001:2015 e ISO 45001:2018.
(Universidad Santo Tomás, 2026-01-23) Cardenas Garcia, Lina Maria; Gonzalez Cabra, Gloria Patricia; Granados Rey, Erika Maria; Londoño Restrepo, Diana Catalina; Universidad Santo Tomás
Poster for the presentation of the work Implementation of an Integrated Management System (IMS) in the company Energytell S.A.S., Based on the ISO 9001:2015 and ISO 45001:2018 Standards
Cultura organizacional y sistemas de gestión: revisión de la literatura y diseño de una herramienta diagnóstica.
(Universidad Santo Tomás, 2026-01-20) Martinez Alvarez, Diego Armando; Gomez Giron, Luisa Fernanda; Universidad Santo Tomás
Design an assessment tool that allows measuring the influence of organizational culture on the performance of the management system, integrating cultural dimensions and criteria of effectiveness, efficiency, and compliance.
Implementación de la metodología Hoshin Kanri para optimizar el seguimiento y fidelización de los clientes de la joyería LuxeGold S.A.S
(Universidad Santo Tomás, 2025-10-21) Quintero Castellanos, Juan Pablo; Castiblanco Trujillo, Diego Andrés; Flórez Orejuela, Eduwin Andrés; Universidad Santo Tómas
The customer study conducted by Luxegold SAS succeeded in detecting key patterns that allowed the company to refine its loyalty strategy, where specialized attention, immediate product availability, and adequate and effective post-sale follow-up are actions valued by customers, which align with what the brand represents. Nevertheless, the company faced structural problems: it lacked a formal follow-up system, loyalty protocols, and databases that would allow for deeper insights into purchasing habits and, consequently, the cultivation of long-term relationships. This issue restricted the development of sustained loyalty and reduced repeat purchases. Given this problem, the Hoshin Kanri methodology was chosen to formalize the strategic deployment of the loyalty program, allowing this tool to integrate strategic objectives with concrete operational actions by defining clear responsibilities, resources, and KPIs. In the pilot phase, objectives were set for a 20% recovery rate, customer satisfaction, and segmented database activation. A CRM system was implemented, along with post-sale satisfaction surveys and digital campaigns. The evaluation carried out between June 10 and July 10 showed positive results. The recapture rate increased to 18%, post-sale response time improved from 8 to 2 hours, and the NPS rose from 45 to 70; achieving repeat sales of 3.2 million COP from an investment of 450,000 COP, confirming high profitability and supporting the scalability of the strategy. These results justify its adoption as a permanent model, reinforcing an organizational culture driven by the customer and continuous improvement.
Diseño del sistema de gestión de calidad bajo la norma iso 9001:2015 para la empresa la casona panaderia sas ubicada en nobsa
(Universidad Santo Tomás, 2025-09-10) BOTIA MORENO, MELANY DANIELA; RINCON RINCON , NAZLY NATALIA; CORTES JARAMILLO, LILET YORELI; Universidad Santo Tomas
ACTUALIZACIÓN DEL SISTEMA DE GESTIÓN DE LA CALIDAD EN LA EMPRESA ICICO S.A.S. CONFORME LA NORMA ISO 9001:2015
(Universidad Santo Tomás, 2025-09-03) ORDUZ CARDENAS, JAVIER ESTEBAN; PUENTES BERNAL, JUAN JOSE; AGUIRRE RODRÍGUEZ, CARLOS ANDRÉS; Universidad Santo Tomas
The infrastructure sector is an industry that has evolved in Colombia, becoming a fundamental part of the country’s economic, social, and cultural sphere. This is due to the fact that it is one of the sectors that generates the most jobs and drives both public and private investment. In this context, the Quality Management System (QMS) currently implemented by ICICO S.A.S. corresponds to ISO 9001:2008. Although this international standard is no longer in force, it remains highly relevant because it is based on continuous improvement and the need to strictly comply with legal requirements while meeting customer expectations. However, updating the QMS is considered timely, as it contributes to the company’s continuous improvement. The company has a solid track record in the execution of civil and electrical engineering projects. This trajectory has allowed it to gain recognition and position itself as a key player in the transformation of both rural and urban environments in the country, particularly in the department of Casanare and in the city of Yopal. This thesis, a requirement to obtain the title of Specialist in Quality Management and Leadership, is structured as follows: First, the general aspects of the research, including the problem statement, in which the problem is identified, defined, and described. Second, the theoretical framework, consisting of reference, conceptual, historical, and legal components that support the research, contextualize the problem, and define the project’s contribution. Third, the justification. Fourth, the scope and delimitations of the thesis. Fifth, the objectives, both general and specific. Sixth, the methodological design, which defines the type of research, phases, and instruments used to address it. Seventh, the schedule. Eighth, the results: analysis of the research, presenting the product of the work carried out or the management strategy, as described in the stages. Ninth, the conclusions. Tenth, the recommendations. Eleventh, the references. Twelfth, the appendices. The purpose of this thesis is to analyze, evaluate, and develop a proposal for updating the existing QMS design of ICICO S.A.S. For this purpose, a comparison will be made with the guidelines of ISO 9001:2015, in order to identify the respective weaknesses, opportunities, threats, and strengths. In addition, the development of this project seeks to highlight potential continuous improvements that the company may adopt to enhance its performance and generate added value in the execution of its projects. The importance of this project lies in the possibility of finding an alternative for updating and improving the company’s QMS, with the results not only reflected within the organization itself but also extending to its partners in both the public and private sectors.
Guía para el diseño del Plan Estratégico de Seguridad Vial (PESV) de nivel básico para empresas de misionalidad 2, de acuerdo con la Resolución 40595 de 2022
(Universidad Santo Tomás, 2025-07-24) Alayon Benavides, Jeimy Jiseth; Velandia Duarte, Carlos Alfredo; Chitiva Reyes, Nolverto Augusto; Rojas Ortega, Andres Ernesto; Universidad Santo Tomás; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001072234; https://scienti.minciencias.gov.co/cvlac/visualizador/generarCurriculoCv.do?cod_rh=0001735124; https://orcid.org/0009-0002-2783-4171

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