Diseño de un modelo de gestión de calidad basado en las normas ISO 9001:2015 para la Facultad de Economía de la Pontificia Universidad Católica del Ecuador Sede Quito, 2021 - 2022

Abstract

Abstract: The quality within higher education institutions is an important issue to deal with because this influences all interested parties, given this, the present work was carried out with the objective of designing a quality management model based on ISO standards. 9001:2015 for the Faculty of Economics of the Pontifical Catholic University of Ecuador, Quito, 2020-2021. The applied methodology follows a qualitative route with a descriptive scope, non-experimental design, deductive method, as a research technique two surveys were conducted for students and teachers, the sample consisted of 172 students and 28 teachers. The results showed that the admission process is not carried out efficiently, student orientation should be improved, more full-time staff should be hired, and communication and coordination of the work staff should be improved. The identification of opportunities for improvement allowed me to establish process flows to improve the quality of the different services of this educational institution through a SGC.