Diseño del sistema de gestión de calidad en base a la normativa ISO 9001:2015, para las cooperativas de transporte público urbano del cantón Riobamba - caso Cooperativa de Transportes Puruhá

Abstract

The aim of this work is to design a quality management system based on ISO 9001:2015 for urban public transport cooperatives. The Puruhá Transport Cooperative in the canton of Riobamba was studied to analyze the quality of this services. Surveys were conducted among administrative staff, partners, and customers to determine its current state. Besides, its CEO was interviewed. The results showed that the customers are not satisfied, the administration is not committed, the employees have not been properly trained on service quality, and there are not improvement processes. The proposal includes ten principles of ISO 9001:2015 (context of the organization, leadership, planning, support, operation, performance evaluation, and improvement). We recommend to implement a quality management system based on ISO 9001:2015 for the organization to develop successfully with the support of the administration and human talent because they promote the system implementation.