Formulación de un plan para la implementación de un sistema integrado en el área de atención al cliente en la empresa asesorías y consultorías Andrade & Asociados CIA. LTDA., basados en la aplicación de la norma ISO 9001:2015 y NTC OHSAS 18001:2007

Abstract

Currently, industrial engineering has encouraged the production of services in companies, accompanied by the development of projects in any field, especially when dealing with systems that guarantee quality, environmental responsibility and human health within any company. Increasingly, organizations are interested in achieving an "Integrated Management System", since it allows them to increase their clients' satisfaction and improve their management performance. The planning and structuring of the Integral Management Systems (SGI) in Andrade & Asociados Ltda., Arises from the need to satisfy the needs of its customers and improve the processes of the company. In such a way that, to achieve the planning and structuring of the systems, it was required to deploy multiple tools, instruments and methodologies to establish the context of the organization, the realization of diagnoses, establishment of the strategic platform, writing of the documented information and socialization of the same, which we will show in the development of this project.