Factores críticos de éxito que influyen en la efectividad del funcionamiento del sistema de gestión de la calidad bajo la norma ISO 9001:2015 en la Cámara de Comercio de Buenaventura

Abstract

The adoption and implementation of a Quality Management System has now become one of the most important competitive advantages for organizations, because the NTC ISO 9001: 2015 standard generates confidence in the products and services they receive. the clients. Therefore, this research aims to analyze and interpret the critical success factors that influence the effectiveness of the operation and maintenance of the Buenaventura Chamber of Commerce Management System, an institution certified since 2010. The results were aimed at improving the effectiveness of the Quality Management System of the Buenaventura Chamber of Commerce, Valle del Cauca, as well as the Quality Management Systems of the 57 Chambers of Commerce of Colombia, which present difficulties in their performance and that require strengthening their organizational climate, teamwork and relationship management among their collaborators. Thus, at first, the research horizon, its question, objectives, justification, the studies that represent the intellectual production on the subject are presented. The theoretical and methodological contributions of the study are also analyzed; for in a second moment, to indicate the main results of the investigation in accordance with the objectives initially proposed and the final conclusions.