Strategy for the certification of processes and services of a Colombian company, under the ICONTEC scheme

Abstract

The objective of the study was to develop a strategy for the certification of processes and services of a Colombian company, under the ICONTEC scheme. It was a study with a qualitative approach, field and documentary design, and descriptive level, using the interview, documentary review and direct observation as collection techniques. We worked with an intentional sample of 5 people for the field study, as well as with the ICONTEC ISO 9001:2015 Standard, the ICONTEC Regulations for the certification of processes and services, and the existing product certification reports in the company. . Regarding the results, there are important strengths for the undertaking of the certification process, although some shortcomings that materialize in lines of action such as personnel training, information management, client management, process planning, the relocation of the integration process, strategic direction, control of processes and internal audits, and decision-making based on review and evaluation of results. It is concluded that in order to achieve the effectiveness of the certification process of processes and services of the company, an information management system must be designed that integrates ICT tools and document management regulations with support from external entities; implement a training program for process leaders and operating personnel; and use the balanced scorecard model or Balanced Scorecard to measure company management based on financial and non-financial KPIs.