Propuesta de un sistema de gestión de la calidad con normativa ISO 9001:2015 al servicio de pagos; una aplicación a la Universidad Católica de Santiago de Guayaquil – UCSG.

Abstract

The Catholic University of Santiago de Guayaquil is recognized as an Institution of Higher Education with prestige and renown nationally and internationally, that is why it must be at the forefront of processes that help improve the quality of service and optimize the problem solving times for your clients both internal and external. Due to the changes generated in the new Quality Management System and the requirements of the clients, it is necessary to adapt the ISO 9001: 2015 standard to the payment service processes in the Financial and Administrative Management, since it promises a structure based on risk management, which entails having strategic planning and generating plans to pursue opportunities. Within the project it was necessary to carry out an analysis of the payment service processes together with each section of the regulations that support its application to improve the quality of service in the Financial and Administrative Management, as well as the opinion of the university community of the different areas that intervene in the process to determine aspects to correct in terms ot the quality of the service.