Diseño metodológico de un sistema de gestión de calidad y riesgos del área de gestión humana de la compañía Sonría, basado en las Normas ISO 9001 e ISO 31000

Abstract

In the present work under the modality of internship in the company Sonría S.A.S. the processes related to the area of ​​human resources were identified; to start the study, the theoretical and referential framework research was carried out, which served as a basis to establish the mechanisms and adequate tools for the documentation of the processes, indicator design, identification and risk treatment of the company's human resources area. After the theoretical review, the organizational diagnosis of the area was developed to know its current status, then the necessary methodologies were designed to develop the proposed objectives. Start the development phase in which the appropriate engineering tools were used to develop the methodologies proposed and achieve the objectives proposed in the work; characterization of the processes based on the guidelines of ISO 9001: 2015 with the use of documented procedures and flowcharts, design of indicators to measure the performance of the processes through the elaboration of the integral scoreboard, the identification, analysis, evaluation and treatment of risk based on the NTC-ISO 31000/2011 with the tools map of risks by process, the PEST methodology, the analysis of causes through the DOFA matrix of the area and ending with the construction of the integral risk matrix of the area, which provides the company with appropriate and relevant criteria to prevent and / or mitigate existing risks-.