Análisis Sobre el Proceso de Implementación de un Sistema de Gestión de la Calidad en la Institución Educativa Bilingüe Andrés Bello de Istmina - Chocó de Acuerdo con los Principios de la ISO: 9001 de 2015

Abstract

The consultancy entitled ‘Analysis of the implementation process of the Quality Management System at the Andrés Bello Educational Institution in Istmina Chocó according to the principles of ISO 9001:2015’ examined the lack of a Quality Management System that jeopardises the improvement of the institution's organisational processes, thus preventing the guarantee of quality for the satisfaction of the service, which focuses on providing an education of excellence. A mixed methodology combining qualitative and quantitative approaches was used, integrating their interaction and complementarity. Among the findings highlighted, it was found that the institution lacks knowledge about the advantages and benefits of implementing a Quality Management System based on the NTC ISO 9001:2015 standard, due to a lack of familiarity with the ISO 9001:2015 Standard. The lack of accurate identification of internal and external factors that hinder continuous improvement, quality and institutional positioning is evident in the statistical tools used. Despite having a SWOT matrix, it lacks established indicators that facilitate adequate measurement to intervene in reality. From the perspective of the performance of students and the attitude of some teachers and administrators, there is not a favourable concept for the institution, which reflects the lack of commitment, quality and competitiveness in its performance in order to raise its level and positioning at municipal and departmental level. The institution lacks indicators to evaluate the performance of both teachers and students. Complaints and non-conformities have been registered on a constant basis, which is attributed to the lack of periodic evaluation of the perception of the educational service, making it difficult to determine the level of educational quality offered, identify deficiencies and make the necessary adjustments to achieve the established objectives.