Browsing by Author "Ortiz Ferrin, Carlos Alberto"
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Item Propuesta de mejora en los procesos de abastecimiento de agua de la Empresa Oficial de Servicios Públicos de Yumbo (ESPY SA) en la vereda Platanares bajo la Norma ISO 9001:2015(Universidad Santiago de Cali, 2025) Jiménez Mosquera, Edgar Ricardo; Mancilla Torres, Francy Michael; Ortiz Ferrin, Carlos Alberto; Cruz Narváez, James (Director)Access to quality drinking water is a key factor for the well-being of the population. In the Platanares district, municipality of Yumbo, confidence in the water supply has decreased, which has led many inhabitants to opt for bottled water. In this context, the present research aims to propose improvements in the water supply processes of the Empresa Oficial de Servicios Públicos de Yumbo (ESPY S.A.), following the guidelines of the ISO 9001:2015 Standard, in order to optimize water resource management and strengthen the perception of service quality. Based on a mixed approach (qualitative and quantitative), a comprehensive analysis of the supply system was carried out. The qualitative approach allowed us to know the users' perception of the service through interviews and direct observation. The quantitative approach was based on the analysis of operational data, such as service continuity records, flow rates supplied and response times to failures, which made it possible to evaluate the system's performance. The findings revealed opportunities for improvement in operational management, preventive maintenance and service follow-up. As a result, it is proposed to strengthen continuous monitoring, conduct internal audits and optimize processes based on the PHVA cycle, ensuring compliance with ISO 9001:2015 and promoting an efficient and sustainable supply. In conclusion, the strategies proposed seek to establish a quality management system that guarantees a reliable supply, improves operational efficiency and contributes to the satisfaction of the users in the Platanares district.