Desarrollo de un plan de seguimiento para el proceso de solución y prevención de casos de no conformidades en los departamentos operativos, financieros y gerenciales de la empresa Grupo TLA
Fecha
2023
Autores
Jiménez Montenegro, Génesis
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Nacional, Costa Rica
Resumen
El presente Informe de Práctica Profesional tiene como fin brindarle a la empresa Grupo TLA un plan de seguimiento para el proceso de solución y prevención de casos de no conformidades en los departamentos operativos, financieros y gerenciales. Este trabajo se llevó a cabo en el Departamento de Sistemas de Gestión de Calidad de esta organización situado en las oficinas de Santa Rosa de Heredia. Dicha práctica profesional dirigida tuvo como objetivo desarrollar en la empresa un plan de seguimiento para las no conformidades existentes en la organización, con el fin de mejorar las debilidades y afianzar las fortalezas dentro de los distintos departamentos de la empresa. Además, la aplicación de planes de mejora con el objetivo de aumenta el valor agregado de los productos y de la innovación, así como el abordaje de estrategias de prevención de riesgo que ayuda a que la empresa mantenga y mejore el estándar de calidad en los servicios ofrecidos. La práctica se desarrolló en de tres fases principales: la primera se ejecutó de manera virtual dándole seguimiento a las labores establecidas de diagnóstico, así como se dio acompañamiento en la elaboración de análisis de causa, planes de acción y evidencias para cada uno de los casos abierto. La segunda fase corresponde a la verificación, en esta se realizaron visitas de manera presencial a los departamentos de la empresa para cumplir con las áreas que debían ser auditadas con el fin de identificar si lo descrito en los planes de acción estaba siendo ejecutado según lo descrito en los informes enviados. Finalmente, la tercera fase describe la ejecución de las distintas herramientas de mejora que se desarrollaron a lo largo de las dos primeras fases con la intención de ejecutar el plan de mejora para abordar el proceso de solución y prevención de casos de no conformidades para identificar y prevenir las consecuencias de eventos potenciales que puedan generar no conformidades dentro de la organización. Dentro de las principales conclusiones, se concluye que la empresa tiene un proceso sólido para abordar las no conformidades; no obstante, se requiere de un mayor control y seguimiento a los procesos lineales que se deben ejecutar para el cierre de las no conformidades según el plazo estándar establecido por la empresa. Con base en lo anterior, con la práctica se logró brindar un apoyo a la gerencia del Departamento de Calidad y a cada uno de los departamentos para que los procesos se llevaran a cabo de manera correcta y a tiempo. Se recomienda que el Departamento de Calidad continúe incorporando las herramientas, procesos de calidad y seguimiento que se desarrollaron en el periodo de la práctica para que se obtengan mayores resultados de optimización y eficiencia en el proceso de cierre de no conformidades.
The purpose of this Professional Practice Report is to provide the company Grupo TLA with a follow-up plan for the process of solving and preventing cases of nonconformities in the operational, financial and managerial departments. This work was carried out in the Quality Management Systems Department of this organization located in the offices of Santa Rosa de Heredia. The objective of this directed professional practice was to develop a follow-up plan for existing nonconformities in the company, in order to improve the weaknesses and strengthen the strengths within the different departments of the company. In addition, the implementation of improvement plans with the objective of increasing the added value of products and innovation, as well as the approach of risk prevention strategies that help the company to maintain and improve the quality standard in the services offered. The practice was developed in three main phases: the first one was executed virtually, following up the established diagnostic tasks, as well as the elaboration of cause analysis, action plans and evidences for each of the cases opened. The second phase corresponds to the verification, in which visits were made in person to the company's departments to comply with the areas to be audited in order to identify whether what was described in the action plans was being executed as described in the reports sent. Finally, the third phase describes the execution of the different improvement tools that were developed throughout the first two phases with the intention of executing the improvement plan to address the process of solution and prevention of nonconformities to identify and prevent the consequences of potential events that may generate nonconformities within the organization. Within the main conclusions, it is concluded that the company has a solid process to address nonconformities; however, greater control and follow-up is required to the linear processes that must be executed for the closure of nonconformities according to the standard deadline established by the company. Based on the above, the practice provided support to the management of the Quality Department and to each of the departments so that the processes were carried out correctly and on time. It is recommended that the Quality Department continue incorporating the tools, quality and follow-up processes that were developed during the internship period in order to obtain greater optimization and efficiency results in the process of closing nonconformities.
The purpose of this Professional Practice Report is to provide the company Grupo TLA with a follow-up plan for the process of solving and preventing cases of nonconformities in the operational, financial and managerial departments. This work was carried out in the Quality Management Systems Department of this organization located in the offices of Santa Rosa de Heredia. The objective of this directed professional practice was to develop a follow-up plan for existing nonconformities in the company, in order to improve the weaknesses and strengthen the strengths within the different departments of the company. In addition, the implementation of improvement plans with the objective of increasing the added value of products and innovation, as well as the approach of risk prevention strategies that help the company to maintain and improve the quality standard in the services offered. The practice was developed in three main phases: the first one was executed virtually, following up the established diagnostic tasks, as well as the elaboration of cause analysis, action plans and evidences for each of the cases opened. The second phase corresponds to the verification, in which visits were made in person to the company's departments to comply with the areas to be audited in order to identify whether what was described in the action plans was being executed as described in the reports sent. Finally, the third phase describes the execution of the different improvement tools that were developed throughout the first two phases with the intention of executing the improvement plan to address the process of solution and prevention of nonconformities to identify and prevent the consequences of potential events that may generate nonconformities within the organization. Within the main conclusions, it is concluded that the company has a solid process to address nonconformities; however, greater control and follow-up is required to the linear processes that must be executed for the closure of nonconformities according to the standard deadline established by the company. Based on the above, the practice provided support to the management of the Quality Department and to each of the departments so that the processes were carried out correctly and on time. It is recommended that the Quality Department continue incorporating the tools, quality and follow-up processes that were developed during the internship period in order to obtain greater optimization and efficiency results in the process of closing nonconformities.
Descripción
Palabras clave
AUDITORÍA, CALIDAD, GESTIÓN, LOGÍSTICA EMPRESARIAL, SERVICIO AL CLIENTE, AUDIT, BUSINESS LOGISTICS, CUSTOMER SERVICE, MANAGEMENT, QUALITY