Propuesta de Fortalecimiento del Sistema de Gestión de Calidad en el CONTE Bajo los Lineamientos de la NTC ISO 9001:2015

Abstract

Organizations face constant challenges in ensuring the quality and effectiveness of their processes. The ISO 9001:2015 standard provides a framework for the implementation of Quality Management Systems (QMS), guiding entities to improve their performance, comply with applicable regulations, and meet the needs and expectations of their stakeholders. In this context, the National Council of Electrical Technicians (CONTE), a regulatory body in Colombia’s electrical sector, recognizes the importance of having a robust QMS aligned with international standards. Through the application of the “Checklist – QMS Diagnostic” tool and a detailed analysis of internal and external factors, weaknesses were identified in CONTE related to stakeholder management and the lack of a clear definition of the system’s scope. These deficiencies affect service quality, hinder risk and opportunity management, and compromise regulatory compliance. This work proposes a strategy to strengthen CONTE’s Quality Management System, based on the precise redefinition of the system’s scope, the effective integration of stakeholder needs and expectations, and the proactive management of risks and opportunities. The proposal aims to contribute to fostering continuous improvement and ensuring excellence and sustainability in the entity’s service delivery, aligning quality management with the implementation of international best practices.