Diseño e implementación de un sistema de gestión de calidad en el laboratorio cosmético khemeia green s.a.s basado en la norma NTC ISO 9001:2015

Abstract

The purpose of this degree work was to implement a Quality Management system in a cosmetics laboratory, in order to increase the quality of its services and the level of competitiveness in the market, with the main objective being the high recognition and preference of its services by consumers, therefore this work aims to develop an implementation plan for the Quality Management System supported by ISO / NTC 9001; 2015, which allows the Khemeia Green S.A.S laboratory to integrate its activities with a risk-based approach and continuous improvement of each of its tests, generating greater customer satisfaction. It began by making a diagnosis of the state in which the quality management system was, defining the processes that were documented and which were not, in order to structure a work plan for the development and implementation of each of the numerals present in the standard, continuously finding the improvement in the process; Once the diagnosis was completed, the requirements of ISO / NTC 9001 were condensed; 2015, and the results obtained were the sensitization of the personnel, the development of different documentary procedures, organizational structuring (organizational chart), construction of the laboratory quality policy and other documentation required with the accompaniment of senior management; The relationship that this has with the quality of the service and the product, and in an increase in productivity, was announced. In addition, the improvement of each of the laboratory areas, equipment, products, as well as the recognition and reduction of customer complaints was achieved.