Modelo de gestión de calidad para empresa de Transporte público remunerado de personas modalidad autobús
Fecha
2020
Autores
Brenes Villalta, Cris Vanessa
Brenes Villalta, Kareen Yanina
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Nacional, Costa Rica
Resumen
El crecimiento demográfico descontrolado a nivel nacional, el letargo en el desarrollo de
infraestructura vial, así como el dimensionamiento y diseño inadecuados del servicio de
transporte público remunerado de personas han generado en la población costarricense la
necesidad de desplazarse en medios propios o servicios informales de transporte, para satisfacer
sus necesidades de movilización. Los factores indicados generaron que a lo largo de los últimos
veinte años la cantidad de vehículos aumentara de forma desmedida, en una proporción mucho
mayor que las carreteras, ocasionando en consecuencia congestionamientos, mayor consumo de
combustibles fósiles y más contaminación. Aunado a lo anterior, Costa Rica asumió el
compromiso de obtener la declaratoria de carbono-neutralidad para el año 2021, meta que en las
condiciones actuales está lejos de ser una realidad, dado el impacto directo que el consumo de
hidrocarburos tiene dentro de los indicadores requeridos para optar por dicha declaratoria.
En respuesta a la problemática planteada, la Administración se avocó a la tarea de
incentivar el uso del servicio de transporte público por parte de la población. Sin embargo, la
migración de los usuarios potenciales depende necesariamente de la prestación del servicio en
condiciones de calidad, concepto incorporado recientemente a la medición de la capacidad
empresarial, cuya gestión resulta una novedad en el país pero que sí ha sido analizado en otras
latitudes, con buenos resultados.
En un sistema que otrora solo obedecía a los requisitos establecidos por parte de los entes
públicos vinculados a la actividad, deben sumarse ahora los requisitos de calidad del cliente, en
aras de incentivar el uso pero reajustando su oferta, en condiciones que tomen en consideración
las necesidades de la población servida. En especial, los requisitos de calidad que permitan
gestionar adecuadamente la oferta de servicio en función del usuario, sus expectativas y sus
necesidades de movilidad.
El presente trabajo de graduación analiza el concepto de calidad en el servicio de
transporte público de pasajeros, para dos rutas de servicio con características distintas, desde una
perspectiva integral, de manera que se favorezca la determinación de los requisitos de calidad de
las partes, tomando como base las normas vinculantes y voluntarias aplicables a la materia. En un
esfuerzo por determinar estos requisitos, la propuesta incorpora al modelo de gestión
costarricense los requisitos comunes para gestionar calidad, con base en la norma ISO 9001:2015,
conjuntamente con aquellos contemplados en la única norma voluntaria que desarrolla dicho
concepto en materia de transporte público de pasajeros: la UNE-EN 13816. Los criterios de qué
gestionar y cómo gestionarlo se funden en una propuesta específica de un sistema integrado de
gestión no tradicional en la que confluyen las normas señaladas con los requisitos establecidos en
el manual de calidad aprobado por el Consejo de Transporte Público, como una solución para las
dos empresas que conforman el plan piloto.
The uncontrolled demographic growth at the national level, the lethargy in the development of road infrastructure, as well as the inadequate sizing and design of the infrastructure development, as well as the inadequate sizing and design of paid public transport services public transport services have generated in the Costa Rican population the need to use their own means or informal the need to use their own means of transport or informal transport services to satisfy their mobilization needs. their mobilization needs. These factors have led to an increase in the number of vehicles in Costa Rica over the last twenty years. over the last twenty years, the number of vehicles has increased disproportionately, to a much greater extent than the number of roads. the roads, causing congestion, greater consumption of fossil fuels and more pollution. fossil fuels and more pollution. In addition to the above, Costa Rica undertook to obtain the Costa Rica is committed to achieving carbon neutrality by 2021, a goal that under current conditions is far from being a reality. current conditions is far from being a reality, given the direct impact that the consumption of hydrocarbons has on the indicators of carbon neutrality. consumption has on the indicators required to opt for such declaration. In response to the problem raised, the Administration undertook the task of the use of public transportation services by the population. However, the migration of potential users necessarily depends on the provision of quality service, a concept recently incorporated to the measurement of business capacity, whose management is a novelty in the country but which has been analyzed in other latitudes, with good results. In a system that in the past only obeyed the requirements established by the public entities linked to the activity, the quality requirements of the client must now be added, in order to encourage the use but readjusting its offer, in conditions that take into consideration the needs of the population served. In particular, the quality requirements that allow the service offer to be adequately managed according to the user, his expectations and mobility needs. The present graduation work analyzes the concept of quality in the public passenger transportation service, for two service routes with different characteristics, from an integral perspective, so as to favor the determination of the quality requirements of the parties, taking as a basis the binding and voluntary standards applicable to the matter. In an effort to determine these requirements, the proposal incorporates into the Costa Rican management model the common requirements for managing quality, based on the ISO 9001:2015 standard, together with those contemplated in the only voluntary standard that develops said concept in the field of public passenger transportation: the UNE-EN 13816. The criteria of what to manage and how to manage it are based on a specific proposal for a non-traditional integrated management system in which the aforementioned standards converge with the requirements established in the quality manual approved by the Public Transportation Council, as a solution for the two companies that make up the pilot plan.
The uncontrolled demographic growth at the national level, the lethargy in the development of road infrastructure, as well as the inadequate sizing and design of the infrastructure development, as well as the inadequate sizing and design of paid public transport services public transport services have generated in the Costa Rican population the need to use their own means or informal the need to use their own means of transport or informal transport services to satisfy their mobilization needs. their mobilization needs. These factors have led to an increase in the number of vehicles in Costa Rica over the last twenty years. over the last twenty years, the number of vehicles has increased disproportionately, to a much greater extent than the number of roads. the roads, causing congestion, greater consumption of fossil fuels and more pollution. fossil fuels and more pollution. In addition to the above, Costa Rica undertook to obtain the Costa Rica is committed to achieving carbon neutrality by 2021, a goal that under current conditions is far from being a reality. current conditions is far from being a reality, given the direct impact that the consumption of hydrocarbons has on the indicators of carbon neutrality. consumption has on the indicators required to opt for such declaration. In response to the problem raised, the Administration undertook the task of the use of public transportation services by the population. However, the migration of potential users necessarily depends on the provision of quality service, a concept recently incorporated to the measurement of business capacity, whose management is a novelty in the country but which has been analyzed in other latitudes, with good results. In a system that in the past only obeyed the requirements established by the public entities linked to the activity, the quality requirements of the client must now be added, in order to encourage the use but readjusting its offer, in conditions that take into consideration the needs of the population served. In particular, the quality requirements that allow the service offer to be adequately managed according to the user, his expectations and mobility needs. The present graduation work analyzes the concept of quality in the public passenger transportation service, for two service routes with different characteristics, from an integral perspective, so as to favor the determination of the quality requirements of the parties, taking as a basis the binding and voluntary standards applicable to the matter. In an effort to determine these requirements, the proposal incorporates into the Costa Rican management model the common requirements for managing quality, based on the ISO 9001:2015 standard, together with those contemplated in the only voluntary standard that develops said concept in the field of public passenger transportation: the UNE-EN 13816. The criteria of what to manage and how to manage it are based on a specific proposal for a non-traditional integrated management system in which the aforementioned standards converge with the requirements established in the quality manual approved by the Public Transportation Council, as a solution for the two companies that make up the pilot plan.
Descripción
Maestría con énfasis en sistemas integrados de gestión.
Palabras clave
TRANSPORTE PUBLICO, PUBLIC TRANSPORT, NORMAS DE CALIDAD, QUALITY STANDARDS, CONTROL DE CALIDAD, QUALITY CONTROL, EMPRESA, BUSINESS, EVALUACIÓN, EVALUATION, INDICADORES, INDICATORS, COSTA RICA