Aplicación De Un Sistema De Gestión De Calidad Total (T.Q.M) A Través De Un Manual De Operaciones Terrestres, Diseñado Para Mejorar La Eficiencia Y La Calidad Del Servicio En Amtavar Logistics

Abstract

The implementation of a Total Quality System (TQM) has the potential to transform an organization, not only by improving the quality of products and services, but also by promoting an organizational culture focused on continuous improvement. By using manuals, diagrams and other descriptive tools, companies can facilitate the implementation of TQM, ensuring that quality principles are understood and adopted by all members of the organization. The solid theoretical foundations for the implementation of a Total Quality System (TQM) are found in the ISO 9000 standards, which provide a comprehensive and internationally recognized framework for quality management in organizations. These standards highlight fundamental principles such as customer focus, ensuring that all activities are geared towards meeting customer needs and expectations, which is essential for any quality system. In addition, they promote continuous improvement, a key concept of TQM that drives the constant evolution of processes to achieve high quality standards. Process standardization is another pillar of ISO 9000, allowing for documentation and control of procedures to ensure their consistency and efficiency over time. Finally, the standards emphasize evidence-based decision making, which ensures that process improvements and adjustments are made with objective data and clear measurements, thus contributing to the sustainability and effectiveness of the quality system. International Organization for Standardization. (2015). ISO 9000:2015, Quality management systems. Fundamentals and vocabulary. ISO. https://www.iso.org/standard/45481.html Within the framework of my professional internship at Amtavar Logistics, I identified the need to strengthen the corporate identity and align the company's efforts towards a common goal. Through a participatory process, the mission, vision and values ​​are designed, which will serve as the basis for this improvement plan. The main objective of this plan is to improve the organization and operation of Amtavar Logistics through the implementation of T.Q.M. This will ensure quality in the operation, in the transportation of goods, supplies and strengthen the position of the company in the market. Through a detailed analysis, different deficiencies were identified due to the lack of understanding of the organizational values, operating procedures and transportation and refrigeration activities, which were not clearly defined. Likewise, a lack of clarity was observed regarding the internal structure of the company, the absence of internal participation and the lack of knowledge about the steps to follow in case of emergency. To solve this problem, a Total Quality System (T.Q.M.) was implemented through a virtual operations manual in which the different operations of the company are written down, allowing the Amtavar Logistics company to apply a system that, over time and when correctly adopted, has positive benefits. The key expected outcomes of the process manual include standardizing daily activities and clearly defining good habits and procedures necessary to maintain high standards, including detailed guidelines on truck operation, refrigerated goods handling, safety and maintenance practices, as well as establishing protocols for ongoing monitoring, ensuring that all employees understand and follow best practices at every stage of their duties.