Diseño de un modelo de gestión con un enfoque basado en procesos acorde a la norma ISO 9001:2015, para la Clínica de Especialidad Dialilife S.A. de la ciudad de Quito, año 2023

Abstract

Abstract: This study focuses on the Dialilife S.A. hemodialysis clinic. of the private sector of Ecuador, whose objective is the implementation of a process management model based on the ISO 9001:2015 and ISO 9000:2015 standards, using a checklist, a diagnosis is made where 25% compliance is shown, 44% of non-conformity and 31% of options for improvement, so it is concluded that the company has weaknesses and improvement points. The SWOT and PESTEL analyzes showed acceptable results and with opportunities and threats in all external factors, respectively. All company processes were mapped and characterized: strategic, operational and support, including the risk matrix with its assessment criteria. With this, the implementation of the management model is proposed for its improvement, correcting deficiencies and productive problems, with those responsible, resources, management indicators. It is concluded that the proposed objectives were met and the product of the analysis and results of the investigation is recommended so that the company under study becomes efficient and competitive.