Propuesta de diseño de un manual de procedimientos teniendo en cuenta el Sistema de Gestión de Calidad 9001:2015, en el proceso de transporte de pasajeros de la Cooperativa de Transportadores El Motilón, Cooptmotilon.

Abstract

The objective of this study is to show the COOPTMOTILON LTDA. Limited Motilon Transporters Cooperative, the importance of the procedures manuals within the company, specifically the transport processes to provide a quality service and excellence for which it is recognized. , contributing to the fulfillment of the company's objective, mission and vision; and in turn to accreditation in integral management system (SGI) and in the quality management system (QMS). In the first part, in chapter 1 of the study a description of the company is made in its general aspects such as the mission, vision, objective, values and services provided, as well as a brief description of the trajectory that this entity has had since its creation through the historical review. To achieve this goal you should check the official website of the company and also corroborate the information with your employees and if necessary add information if outdated, you must also perform a direct analysis of each of the company's services and the functions that each employee is performing in their areas of work. To continue with the fulfillment of the first part it is necessary to develop a diagnosis through the EFE, EFI and DOFA matrices; to determine the variables of influence that are related in the growth of the company. In the second part of the study in chapter 2, the processes that have already been established by the company will be determined, in addition to detailing the operation of transportation in Colombia and the documents required for the company to be enabled in the provision of the service . Culminated with the design of a process manual that details the operation of the service that the company is providing in the mode of inter transport, urban transport and individual transport, where a process documentation is made with the information provided by the route manager with In order to provide a higher quality service and be recognized by users for the excellence of the service provided.