Planificación y estructuración del sistema de gestión de la calidad bajo la norma NTC ISO 9001:2015, en el centro cardiológico de Bogotá

Abstract

This work was developed based on an applied research methodology, which aims to implement the planning and structuring of a quality management system at the Cardiology Center of Bogotá under the NTC ISO 9001: 2015 model, with the aim of to improve customer satisfaction and the positioning of the organization. The Cardiological Center of Bogotá does not have a quality management system, and the inexistence of this implementation generates situations such as limitation in participation, decrease in the possibilities of awarding contracts, impact on growth, profitability and sustainability. To achieve the objective, a diagnostic was made considering the internal and external context of the organization, becoming an input for the definition of the strategic platform through a DOFA methodology, which helped to redefine the mission and vision of the Cardiology Center Bogota. The quality platform was established with which the strategic, mission and support processes were defined, as well as the quality policy, objectives and the plan to achieve them. Regarding the documented information, a quality manual was prepared which contains the characterizations of the processes, procedures and formats proposed for the operation of the quality management system. This applied research work concludes with the planning and structuring of a quality management system partially.