Diseño de un sistema integrado de gestión basado en ISO 9001:2015 e ISO 14001:2015 para el fortalecimiento de la calidad y la sostenibilidad en Pasiones Florideñas S.A.S.

Abstract

This study aims to design an integrated management system based on ISO 9001:2015 and ISO 14001:2015 to strengthen quality and sustainability at Pasiones Florideñas S.A.S., a company from Santander, Colombia, dedicated to the production and commercialization of bakery products, wafers, desserts, and traditional artisanal sweets. The research arises from the need to strengthen process standardization, document management, quality control, customer satisfaction, and the management of environmental aspects associated with the organization's productive and operational activities. Methodologically, the study follows a mixed-methods approach with an applied, descriptive, and propositional design. Bibliographic review, document analysis, observation, interviews, surveys, and checklists based on the requirements of ISO 9001:2015 and ISO 14001:2015 are considered as data collection and analysis techniques. The proposed design includes process diagnosis, identification and assessment of environmental aspects and impacts, strategic management, document structuring, definition of performance indicators, and the formulation of an implementation plan. It also incorporates the Plan-Do-Check-Act (PDCA) cycle as a framework for continuous improvement, knowledge management, and employee participation. The proposed integrated management system is expected to contribute to strengthening organizational management, improving resource efficiency, preventing environmental impacts, increasing stakeholder satisfaction, and enhancing the company's competitiveness while preserving its traditional and artisanal identity.