“Elaboración de un modelo de gestión de calidad basado en la norma ISO 9001:2015 a la Unidad Municipal de Tránsito del cantón Guaranda, provincia de Bolívar”

Abstract

The present study was aimed to design a quality management model for the municipal transport, traffic and road safety unit of the Guaranda canton located in the province of Bolívar. The development of this proposal was carried out through the application of the ISO9001: 2015 standard to the administration and service of this institution, obtaining quality in both aspects. The methodology applied for its execution was based on a quantitative and qualitative research approach, where numerical and non-numerical data were collected. The research design used was of a non-experimental type, where the following aspects were studied, such as: administration, accounting management, technological management, human talent management, service provision and quality management. The applied research levels were: exploratory, descriptive and explanatory. The types of research used were field and historical, where current and referential data from the past were collected to establish the current situation and knowledge of the problem in this unit. The techniques and tools used to collect information were: an interview, a survey and the observation technique. By establishing the current situation of this institution, it was possible to identify that the services that are developed with the greatest significant demand are: vehicle registration, vehicle inspection, issuance of qualifying titles. It can also be identified that human talent lacks knowledge of certain organizational areas. While in the perception of the service, a level of dissatisfaction was established by its users. Through the development of the quality management model based on the ISO9001: 2015 standard, it was possible to improve the shortcomings identified and the establishment of the development of a good administration and service offer in this public institution. Finally, it is concluded that this proposal will contribute to the administrative and service development provided by the Municipal Unit of Transport, Traffic and Road Safety of the Guaranda canton. The implementation of this project is recommended to the competent authorities.