vol. 12 núm. 1 (2020): signos, investigación en sistemas de gestión

The improvement in educational quality has taken special relevance in recent times, which has led educational institutions to incorporate into their education system the possibility of managing their activities from management systems as tools that favor the achievement of the objectives stablished. The research focuses on designing a methodological proposal for management systems integration based on the requirements of the technical standards Colombian Technical Standard (Norma Técnica Colombiana, NTC) ISO 9001:2015 and NTC ISO 1400 in the Marist schools of Colombia, which helps to continue improving their educational practices and in turn to adopt an integrated management system that, in the medium term, can be implemented and certified. For the information collection, diagnostic surveys were carried out based on the structure of the requirements established in the technical standards under study, applied to six (6) of the seven (7) private schools of the community, in which you have the experience of implementing the Quality Management System (QMS). Based on the analysis carried out, a methodological proposal for integration is developed and subsequently the proposal is validated through a focus group with experts

The risk-based approach is one of the main changes of the new version of ISO 9001: 2015 standard, and in addition to the commitment of Senior Management, organizations are required to establish during the planning of the quality management system, actions that allow them to determine the risks and opportunities, in order to: ensure that the quality management system can achieve its expected results, increase desirable effects, prevent or reduce unwanted effects and achieve continuous improvement of their processes. In this article, a generic methodology is proposed to manage the strategic and operational risks of a company based on the understanding of the context and the identification of the needs and expectations of the interested parties. Through a sequence of stages it is proposed to address the risks and opportunities of an organization, based on the identification of the sources, causes and consequences that the completion of an inherent risk may bring, followed by the assessment through a qualitative, quantitative, semi-quantitative analysis or combination of these, according to the tool you want to use. Subsequently, having assessed the risk, it is evaluated using the defined strategies to identify the critical risks and their prioritization. Finally, the risk treatment process is continued where actions are modified and/or implemented in order to control the risks completion and/or reduce the impact that could be caused if it is completed

Research in Occupational Health and Safety for Autonomous Teleworking in Colombia was carried out under the management systems approach based on the Colombian Technical Standard (Norma Técnica Colombiana, NTC) ISO 45001:2018 of Management System (MS) in Occupational Safety and Health (OSH) and Decree 1072 of 2015 (Chapter 6 of MS OSH and Chapter 5 of Teleworking). A bibliographic review of research on the subject under study was carried out in 10 databases: Science Direct, VHL, Scopus, Scielo, EBSCO, IEEE, Redalyc, Springer, Latindex and academic Google, using the following key terms for the search in Spanish and English: Teleworking, Occupational Health and Safety, Occupational Health, Teleworkers, Teleworking, telecommuting, Safety and Health at Work, occupational health and teleworker; which resulted in the finding of 60 articles on research in the subject in the following countries: Argentina, Brazil, Chile, Australia, Belgium, Canada, Slovakia, Spain, United States, Estonia, India, Japan, Malaysia, New Zealand, Netherlands, Portugal and United Kingdom. The articles analyzed were organized into 14 categories to determine common and relevant aspects in the literature reviewed on teleworking

In the most recent update to the Regime for the Protection of Users’ Rights of Communications Services, the requirement was included that operators should monitor user satisfaction with respect to each of the means of attention through the indicator called Net Promoter Score (NPS). The NPS, despite being a widely used indicator in various sectors, in this case it only inquires about user satisfaction against the attention received by a certain channel and it does not allow to have a general view of user satisfaction that covers all aspects and moments of service provision. In the investigation development, a model for measuring the satisfaction of mobile internet users is proposed, which in addition to containing the NPS, allows to measure the satisfaction users of the mobile internet service in a representative and comparable way in the main cities of Colombia, covering the user experience in all phases of the service provision cycle

Pedestrians are the most vulnerable road users, factors such as age and sex are important. Objective: To know the inequalities of mortality due to accidents in Traffic Accidents (TA) according to age and sex in Ecuador. Methodology: Observational and descriptive study, data taken from the National Transit Agency. DF, mortality rate (MR), potential years of life lost (PYLL) and relative risk (RR) are calculated. Results: 41,427 accidents, 3,211 deaths due to nationwide TA, 19% pedestrians, 74% men (3:1 ratio in comparison with women); 41% due to vehicle driver not giving way to pedestrians and 59% due to pedestrian carelessness; December (n = 54) and May (n = 44) 2017 were the months with the highest mortality in urban areas. Low decrease in fatalities (y = -0.909 - x = +42.03; R² = 0.282); MR of 35.3, men ≥ 80 years with higher adjusted rates, ≥65 years higher risk of death, especially women, 19,362 PYLL; girls-women up to 14 years old > PYLL Index. Pedestrians ≥ 65 years more vulnerable and higher risk users. In conclusion, the public policies taken to reduce accident rate and mortality in Ecuador provide low impact results, this is confirmed by the 2nd place that Ecuador occupies in the TA mortality ranking of Latin American countries analyzed in this study

The evolution of information and communication technologies (ICTs) and the generation of data in excess allow the organization to make assertive decisions based on the needs of its consumers. Business Intelligence (BI) implies managing more effectively the organizational knowledge that converges in companies. From the integration of a five-dimensional model, the conditions for the adoption of a BI model in two companies of the auto parts industry are assessed, under a qualitative approach and with the methodology of the case study. The findings showed that both organizations show a performance based on the management of internal information, with indicators supported by the information technologies they have available, with openness to generate and share it, under a focus on historical data, this places them in the third level of maturity. Therefore, if it is wanted to carry out the complete adoption of this model, it will be needed an investment in automation combined with the training of employees in the new technologies. In addition to fostering a culture in favor of openness and full access to information, to have thereby the capacity to respond to the market and therefore its permanence

In this article, the statements of 24 Chief Executive Officers (CEOs) of multinational companies of the most important in income and technology are analyzed, according to the Fortune magazine listing, in search of the thought that underlies their speech about the economic future of companies in the international context. The text of their interviews with specialized media, their statements to various audiences, and their official speeches at business meetings, were taken as research material. With the help of a qualitative method of dividing the text into units of thought (Herzberg, 1959), and the use of constant comparisons with the specialists’ vision in topics of economic future (Glaser and Strauss, 1967/2006), six central themes were obtained where it is showed that CEOs are generally directing their organizations in the sense marked by experts in technology, environment, relations with governments, and change in the capitalist model. Mention is made of some exceptions. CEOs warn of a gradual change in technological issues, at an exponential acceleration in the decades to come

Organizational and business development consulting is an area in constant growth for the improvement of the organizational performance of Small and Medium Enterprises (SMEs), change management must be carried out properly in the mechanical and dynamic part, as in the different stages that integrate it. By omitting and not taking these into account, you take the risk of not generating the expected change and weakening the organization with unnecessary, misdirected or implemented efforts. Knowing the stages of a consulting process, understanding the different elements that constitute these stages, as well as the implementation according to each stage, will help the proper objectives establishment and their fulfillment. This methodological note seeks to be a support and reference for the area consultants, clarifying that it is not restrictive nor exclusive, so it can be complemented or used as support for an existing process

This article seeks to carry out a bibliographic review about knowledge management in the public sector since, for the achievement of institutional objectives, the human resource, its capabilities, knowledge and analysis configure a fundamental resource. This route, from the review of databases, allows to identify, from the definition of knowledge management, the characterization of the public sector in its social and human dimensions, to present an analysis applied to the Integrated Planning and Management Model (Modelo Integrado de Planeación y Gestión, MIPG) methodology, developed by the Colombian government, determining guidelines related to knowledge management, and presenting proposals for the implementation of the guidelines described as management tools that allow aligning human talent and its potential to achieve institutional objectives

The research project presented below was aimed to structure and deliver a proposal for integration of the Institutional Plan for Environmental Management (Plan Institucional de Gestión Ambiental, PIGA) Decree 456 of 2008, with the School Environmental Project (Proyecto Ambiental Escolar, PRAE) Decree 1743 of 1994, based on compliance with the requirements of ISO 14001:2015 in the Ciudad de Villavicencio District School. The research process is framed in the concepts of environmental education, environmental management, systemic thinking and management systems integration. As part of the methodological design, the review of compliance with the requirements of the environmental standard was proposed, which allowed to identify the common requirements of PIGA and PRAE, with ISO 14001. The main finding is the disarticulation of PIGA and PRAE, specifically in the construction of documents and the planning and execution of activities, which limits decision making and the generation of actions that allow a better environmental management of the school. Based on the above and under the parameters of integration by common requirements through the Plan, Do, Verify and Act cycle (Planear, Hacer, Verificar, Actuar; PHVA), an integration proposal is developed, having as scope the requirements alignment of PRAE and PIGA with the high level structure of ISO 14001:2015. The importance of this research lies in demonstrating that compliance with the management systems requirements is anticipating in planning, efficient in execution and effective in control and improvement

The objective of this research is to design a methodological strategy that facilitates the integration of an environmental management system based on the ISO 14001:2015 standard in a Quality Management System ISO 9001:2015 of a University with Opened and Distance Modality in Colombia. The Institution has 23 offices nationwide called University Service Centers (Centros de Atención Universitaria, CAU). Two instruments were designed, the first was the"ISO 14001 Diagnostic" and the second an"Environmental management checklist" with which the initial environmental conditions of the institution were obtained and from the result obtained a methodological guide was designed to integrate the Environmental Management System (EMS) oriented by high level structure. The Guide was validated through a group of experts and a rating of 0.97 was obtained on the Aiken V scale, which showed that the methodological tool has a fairly significant content validity. This research seeks to contribute to the social responsibility of companies to promote environmental management and environmental care, regardless of their work modalities or the organizational coverage they have, guaranteeing the effectiveness of their processes

Generation of new knowledge requires the interaction of human thought with the needs of the environment in which it operates and prior learning in relation to the phenomenon under study. At present, due to the constant fluctuation of knowledge derived from the society dynamics and challenges that have led to processes such as globalization, reflection of both scientific and philosophical knowledge is required, with the aim of finding new research fields and scenarios, and research methods and approaches to respond to these demands