Implementación de un sistema de gestión de calidad para la empresa sonrisa excelente basado en los requisitos de la norma técnica colombiana ISO 9001:2008

Abstract

The purpose of this degree work is to implement a Quality Management System in the Smile Excellent company, complying with the requirements of the NTC ISO 9001-2008 to achieve the standardization of processes and customer satisfaction. Methodologically, the implementation was carried out under the modality of continuous improvement. In the first instance, a diagnosis was executed in which a checklist was created, which allowed to identify the initial state of the company EXCELLENT SMILE, the processes that were part of the Quality Management System, as well as the existing strengths and weaknesses regarding the requirements demanded by NTC ISO 9001: 2008. Then the planning of the Quality Management System, documentary design and implementation was carried out where the company staff collaborated. The documentation contributed to the standardization and allowed the organization's staff to obtain a guide in carrying out their activities since they are duly indicated in each of the procedures, also provides the basis for internal audits, each with their respective improvement plans, which reflected the weaknesses and strengths of the system and with them the adoption of corrective and preventive actions. Finally, the improvement plans were executed, where the management of the company SMILE EXCELLENT undertakes to adopt a culture of continuous improvement in order to achieve the expected success with the implementation