Guía de implementación iso 9001 en la óptica new vision

Abstract

This proposal was developed at New Vision Optical in Villavicencio, with the purpose of strengthening service quality and internal management through the implementation of a Quality Management System (QMS) based on the ISO 9001 standard. The project arises from the lack of process standardization, formal controls, and tools to evaluate customer satisfaction, which limits the company’s competitiveness against other local optical businesses. Its justification lies in the need to establish a system that ensures efficiency, traceability, and continuous improvement, allowing the optimization of customer service, error reduction, and enhancement of the company’s institutional image. The general objective was to design and implement a QMS that standardizes procedures and improves customer experience by applying management and quality tools. The methodology was based on the DMAIC approach (Define, Measure, Analyze, Improve, and Control), supported by instruments such as the Ishikawa diagram, performance indicators, digital satisfaction forms, PDCA cycles, and internal control audits. Finally, the implementation schedule, represented in the Gantt chart, covered the phases of diagnosis, planning, implementation, and evaluation, carried out between June and September 2025, customer satisfaction tracking increased from 0% to 100%, all P.Q.R.S. cases were documented and classified in the system, and the advisory procedure is now standardized and recorded from reception to closure that promotes the company’s growth and long-term sustainability.