Publicación: Manual de Gestión de Calidad y Manual de Procedimientos de Calidad Asociación de Administradores Públicos de Antioquia - ADAPAN
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2024-07-31
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info:eu-repo/semantics/openAccess
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Universidad de Educación a Distancia (UNED)
Resumen
En un entorno competitivo y cambiante, la Asociación de Administradores Públicos de Antioquia (ADAPAN) reconoció la necesidad de fortalecer su gestión interna y mejorar la calidad de sus servicios. Con este objetivo, se embarcó en la implementación de un Sistema de Gestión de Calidad (SGC) ISO 9001:2015, siguiendo la metodología del Ciclo Deming (Planificar, Hacer, Verificar y Actuar). El proyecto se inició con un diagnóstico exhaustivo del sistema actual, identificando fortalezas, debilidades, oportunidades y amenazas. Luego, se establecieron objetivos, metas y el alcance del SGC. Se elaboraron el Manual del Sistema de Gestión de Calidad (MSG) y el Manual de Procedimientos, documentando detalladamente el sistema y las instrucciones para la realización de los procesos clave. La implementación del SGC involucró la capacitación del personal, la implementación de procedimientos y la realización de auditorías internas para verificar el cumplimiento de los requisitos y detectar áreas de mejora. Se monitorearon indicadores clave de desempeño (KPIs) para evaluar la eficacia del sistema. Los resultados han sido altamente positivos. ADAPAN ha logrado: Mejorar sustancialmente la calidad de sus procesos y servicios: Se han eliminado no conformidades, optimizado procesos y ofrecido servicios de mayor calidad a sus miembros y stakeholders. Aumentar la eficiencia y eficacia: El SGC ha contribuido a reducir costos, aumentar la productividad y optimizar el uso de recursos. Incrementar la satisfacción de miembros y stakeholders: La mejora en la calidad ha generado mayor satisfacción y confianza en la asociación. Fortalecer la competitividad: La implementación del SGC ha demostrado el compromiso de ADAPAN con la calidad, posicionándola como una organización líder en el sector. Obtener mayor confianza y credibilidad: La implementación del SGC ISO 9001:2015 ha sido un proceso desafiante pero gratificante para ADAPAN.. ADAPAN se encuentra comprometida a continuar con el desarrollo e implementación del SGC, con el objetivo de alcanzar la mejora continua y la excelencia en todos sus procesos y servicios.
In a competitive and changing environment, the Association of Public Administrators of Antioquia (ADAPAN) recognized the need to strengthen its internal management and improve the quality of its services. With this objective, it embarked on the implementation of a Quality Management System (QMS) ISO 9001:2015, following the Deming Cycle methodology (Plan, Do, Check, Act). The project began with an exhaustive diagnosis of the current system, identifying strengths, weaknesses, opportunities, and threats. Then, objectives, goals, and the scope of the QMS were established. The Quality Management System Manual (MSG) and the Procedures Manual were prepared, documenting in detail the system and the instructions for carrying out key processes. The implementation of the QMS involved training personnel, implementing procedures, and conducting internal audits to verify compliance with requirements and identify areas for improvement. Key performance indicators (KPIs) were monitored to evaluate the effectiveness of the system. The results have been highly positive. ADAPAN has achieved: Substantially improve the quality of its processes and services: Non-conformities have been eliminated, processes have been optimized, and higher quality services have been offered to its members and stakeholders. Increase efficiency and effectiveness: The QMS has contributed to reducing costs, increasing productivity, and optimizing resource use. Increase member and stakeholder satisfaction: The improvement in quality has generated greater satisfaction and trust in the association. Strengthen competitiveness: The implementation of the QMS has demonstrated ADAPAN's commitment to quality, positioning it as a leading organization in the sector. Gain greater trust and credibility: ISO 9001:2015 certification has increased the association's trust and prestige among its stakeholders. ADAPAN is committed to continuing the development and implementation of the QMS, with the aim of achieving continuous improvement and excellence in all its processes and services.
In a competitive and changing environment, the Association of Public Administrators of Antioquia (ADAPAN) recognized the need to strengthen its internal management and improve the quality of its services. With this objective, it embarked on the implementation of a Quality Management System (QMS) ISO 9001:2015, following the Deming Cycle methodology (Plan, Do, Check, Act). The project began with an exhaustive diagnosis of the current system, identifying strengths, weaknesses, opportunities, and threats. Then, objectives, goals, and the scope of the QMS were established. The Quality Management System Manual (MSG) and the Procedures Manual were prepared, documenting in detail the system and the instructions for carrying out key processes. The implementation of the QMS involved training personnel, implementing procedures, and conducting internal audits to verify compliance with requirements and identify areas for improvement. Key performance indicators (KPIs) were monitored to evaluate the effectiveness of the system. The results have been highly positive. ADAPAN has achieved: Substantially improve the quality of its processes and services: Non-conformities have been eliminated, processes have been optimized, and higher quality services have been offered to its members and stakeholders. Increase efficiency and effectiveness: The QMS has contributed to reducing costs, increasing productivity, and optimizing resource use. Increase member and stakeholder satisfaction: The improvement in quality has generated greater satisfaction and trust in the association. Strengthen competitiveness: The implementation of the QMS has demonstrated ADAPAN's commitment to quality, positioning it as a leading organization in the sector. Gain greater trust and credibility: ISO 9001:2015 certification has increased the association's trust and prestige among its stakeholders. ADAPAN is committed to continuing the development and implementation of the QMS, with the aim of achieving continuous improvement and excellence in all its processes and services.
Descripción
Categorías UNESCO
Palabras clave
Administración Pública, Asociación de Egresados, Ciclo Deming, Ciencias Empresariales, Innovación, ISO 9001, KPIS, Manual de Calidad, Manual de Procedimientos, Mejora Continua, ONGS, Organización, PHVA, Procesos, SGC, Alumni Association, Business, Continuous Improvement, Deming Cycle, Innovation, ISO 9001, KPIs, NGOs, Organization, PHVA, Procedures Manual, Processes, Public Administration, QMS, Quality Manual, Sciences
Citación
Henao Yepes, Nelson de Jesús (2024) Manual de Gestión de Calidad y Manual de Procedimientos de Calidad Asociación de Administradores Públicos de Antioquia - ADAPAN. Trabajo Fin de Máster. Universidad de Educación a Distancia (UNED)
Centro
Facultades y escuelas::Facultad de Ciencias Económicas y Empresariales
Departamento
Economía Aplicada y Estadística