Browsing by Author "Murillo Hinestroza, Diego Fernando"
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Item Análisis del impacto de la norma ISO 9001:2015 en el mejoramiento de la calidad de los procesos operacionales de una ips(Universidad Santiago de Cali, 2025) Murillo Hinestroza, Diego Fernando; Urrutia Perlaza, Luis Gabriel; Calderón, María Fernanda (Directora)This research, entitled "Analysis of the Impact of ISO 9001:2015 on the Quality Improvement of Operational Processes in a Healthcare Provider (HPI)," was conducted in a healthcare provider institution (HPI) located in the southern Pacific coast. Its main purpose was to determine how the implementation of this standard influenced the quality, effectiveness, and user satisfaction of a healthcare provider. In this context, the research was developed based on three specific objectives: to diagnose operational processes before and after the implementation of the standard; to analyze its effectiveness in customer satisfaction and continuous improvement; and to propose strategies aimed at strengthening the quality of operational processes, all considering Chapters 8 (Operation), 9 (Performance Evaluation), and 10 (Improvement) of ISO 9001:2015. A mixed methodological approach was used with documentary analysis, interviews, and surveys of HPI users that were shared by the organization. The results obtained show that the IPS meets 78% of the requirements in the operations chapter, 63% in the evaluation/performance chapter, and 76% in the improvement chapter Furthermore, the systematic application of quality management principles has allowed for the identification of specific opportunities for improvement, the establishment of more effective controls, and the promotion of an organizational culture oriented toward continuous improvement. Furthermore, the implementation of a quality management system based on ISO 9001:2015 not only improves internal processes but also increases user satisfaction, strengthens compliance with legal and regulatory standards, and generates a positive impact on the operational sustainability of the IPS. Through characterizations, a clear path has also been established to guarantee institutional quality and effectiveness. However, findings such as non-compliance with requirements in chapters 8 (Operations), 9 (Evaluation and Performance), and 10 (Improvement) of ISO 9001:2015 and a lack of correct