Diseño e implementación de un modelo de gestión de calidad para el área de tecnologías de información y comunicación del Hospital Misereor basado en la norma ISO 9001:2015

Abstract

This study focuses on the design of a Quality Management Model in the Information and Communication Technology area of the Misereor Hospital located in Morona Santiago, with reference to ISO 9001:2015. The process was carried out using inductive-deductive and analytical methods, with a mixed approach, i.e. qualitative and quantitative. Among the main results found, after the application of a questionnaire to the ICT area staff, it was identified that the aspect of leadership and commitment is present in the technology sector, in addition it is focused on the end customer; at the beginning there was a great lack of knowledge of quality policies. On the other hand, in reference to communication tools, employees are clear on how to communicate, however, for the execution of complaints and claims, there is a deficiency. Regarding customer requirements, 100% of employees know how to proceed. Based on the above information, a quality proposal was executed, which contemplates the model itself and the evaluation of the proposal presented.