Directriz conceptual para implementar un sistema integrado ISO 90012000, seis sigma y premio nacional de calidad total en una pyme

Resumen

This thesis arises from the necessity of small and medium sized enterprises to implement programs of quality and continuous improvement to assess and redesign the management processes where necessary, to optimized the processes so the organization can offer the client a better service and with a short response time. The results of any process of quality improvement should be reflected in the financial statements, in order to evaluate the obtained economic benefits, and to demonstrate the impact that they have had in the yield and reduction of costs, so ensuring the long term survival of the organization. The philosophies and/or programs of quality that were considered in this investigation are: QSM ISO 9001:2000, Six Sigma and Total Quality Management. In order to fulfil the raised objectives a comparison of each one was made to the known principles, concepts, phases of implementation and tools used for the solution of problems. Five small and medium sized enterprises were studied, using one or more of the three systems stated above, to obtain data on the quality management processes in these companies, as well as to obtain suggestions and recommendations from people in charge of these systems of quality to ensure that they are functioning correctly. From this study, a Directive was developed, which conforms to ISO 9001:2000 - Six Sigma - National prize of Total Quality, with the purpose of defining requirements for implementing programs of continuous improvement to eliminate variation of the processes and to avoid activities that consume resources, but do not add value. Some concepts were defined: organization, small and medium sized enterprises, processes, quality among others, which are related to the result of obtaining of added value. In addition, they were compared and were found to complement the three systems. The human aspect was also considered because any change in processes requires the support and commitment of the directors to transmit this new f