SUBJECT: SOCIO EDUCATIONAL PROJECT TUTOR: DR. MIGUEL PONCE THEME: Design of quality management system in the Santa Maria center through the application of the standard ISO 9001-2000 STUDENTS: MONTESDEOCA BENITEZ DIANA PRISCILA  PACHACAMA SIMBAÑA DAYSI ALEXANDRA

1. UNIVERSIDAD DE LAS FUERZAS ARMADAS-ESPE
SUBJECT: SOCIO EDUCATIONAL PROJECT
TUTOR: DR. MIGUEL PONCE
THEME: Design of quality management system in the Santa Maria center through the application of
the standard ISO 9001-2000
STUDENTS:
MONTESDEOCA BENITEZ DIANA PRISCILA
PACHACAMA SIMBAÑA DAYSI ALEXANDRA

2. GENERAL OBJETIVE:
Design a quality
management system in
the Santa María center
applying the ISO Standard
9001:2000
SPECIFIC OBJECTIVES:
* Determine the academic
and infrastructure training
requirements of the Santa
María Center's clients.
* Design a proposal to
improve the processes of
the Center's quality
system
* Carry out the
economic
evaluation of the
implementation
project of the
quality
management
system of the
Santa María Center
OBJECTIVES

3. The Santa María Center was founded on March 17, 1980. It was founded by the
sisters Annunciata and Jean Baptiste where a religious, moral and integral
formation was offered to the personnel that worked in the foundation
It is located in Carrera 34 # 183a-91, in the town of Usaquén, San Antonio
neighborhood and is made up of 250 boys and girls between 4 and 12 years old
enrolled in pre-kindergarten, kindergarten, transition, first, second, and third
grades. fourth and fifth grade of primary school, children of 197 families of
scarce resources that inhabit the sector of the surrounding neighborhoods
In the center there are 11 teachers, a librarian, the academic coordinator, the
coordinator of coexistence, the rector, a preschool assistant, a general
secretary, two general service people and a worker and high quality voluntary
help
Collaboration of some companies who contribute money, training and logistic
support to the implementation of some key projects for the development of the
mission.
It is a school
institution
created to
respond to the
need for
community
education
GENERALITIES OF THE SANTA MARÍA
CENTER

4. INSTITUTIONAL EDUCATIONAL PROJECT (PEI)
It is based on three factors: *insufficient quotas in local schools , * high cost of
private schools and * moral, ethical, intellectual and aesthetic conditions that the
center thinks must be met with quality and excellence, from a Catholic perspective.
The purpose of this project is to carry out the documentation that the Santa Maria
center needs for its subsequent certification in quality. This certification brought with
it a medium and long term, an increase in the quality of administrative processes,
training, pedagogical, academic social and financial
An ideal instrument to achieve this goal is the ISO: 9001: 2000 is the set of
parameters that refer to quality management systems in the production of goods
and services. Its objective is the standardization of production forms required, to
increase the quality of a product or service.
There are different resources for the achievement of strategies for the permanent
follow-up of the formulation, regulation of policies regarding educational quality.The Department of District Education of Bogotá, which in 1997, through Decree No.
379 of May, presented the "Award to Excellence" as a recognition and encouragement
to state and private educational institutions that have managed to successfully
articulate the pedagogical and administrative tasks in the innovation and improve
educational action.

5. The main objective of this award is to identify exemplary experiences in
the construction and implementation of quality-oriented management
approaches in state and private schools of pre-school, elementary and
middle school in the Capital District)
The Award seeks to provide Educational Institutions with a self-
assessment tool that allows them to know and document the status of
their management processes and formulate improvement strategies in
the implementation of the PEI.
Through the process of self-evaluation, the Ministry of Education aims to
identify the level of management of each educational institution by
examining its capacity to assimilate the processes of change over time
and achieve the proposed results.The institution deserving of the Award is distinguished because it
demonstrates and ensures good results of the students; the
achievements that it achieves are the result of the management
approach that also develops differentiating and innovative elements that
distinguish it from others; it documents, consolidates and continuously
improves the quality of its processes and has the capacity to teach
others.The Santa Fe de Bogota Award took important elements of the work done
by MEALS of Colombia, executives invited in the year 1992 to rectors
initially private and later public to reflect on the management of quality
in the Educational Institution.
Integral management of quality for educational institutions and the
participation of many public and private schools in this project known as
LIDERS SIGLO XXI

6. 2.1 INTRODUCTION TO THE CONCEPT OF
QUALITY
Quality is a term that is found in several
contexts and seeks to convey the image of
something better, that is, an idea of ​​excellence.
The objectives that base the interest of the
companies for the quality are: to look for the
satisfaction of the client, prioritizing in their
objectives the satisfaction of their needs and
expectations; * guide the culture of the
organization directing efforts towards
continuous improvement. * motivate their
employees to be able to produce high quality
products or services.
HISTORICAL EVOLUTION
In the industrial sector, the interest for quality
began mainly as a defensive strategy to solve
their problems of competitiveness of products,
with the idea of ​​reducing costs.
The quality of many companies obeyed their
need to find a strategy to continue in the
market. The objective was to ensure certain
levels of productivity and competitiveness that
made it possible for the company to survive.
Quality is translated into a strategy with which
to compete in your market; Quality has become
a strategic necessity. The leading company
must know what its potential clientele expects
and needs, it has to produce a good product, to
achieve it, the companies link their market
strategy to their quality system.
The Total Quality Management is a set of
organizational techniques aimed at obtaining
the highest levels of quality in a company.
These techniques are applied to all the activities
of the organization, which includes the final
products, manufacturing processes , buying
and selling
THEORETICAL FRAMEWORK

7. FROM QUALITY CONTROL TO TOTAL QUALITY
In the United States and Europe, quality control has been part of the industry during its recent history. what encompasses the
total quality, occurred as a result of the transformation of Japanese industry after the Second World War.
The aim of quality control actions is to identify the causes of the variability to establish methods of correction and
prevention to ensure that the products manufactured meet the design specifications. The principles of total quality
include: exemplary management, concern for continuous improvement, adherence of all professionals, change in the
culture of the organization to introduce and share the values ​​of concern and improvement, evaluation and planning of
quality .
2.2 INFLUENTIAL CHARACTERS IN QUALITY
The concept of quality has developed over the years. For this has been of fundamental importance the different
concepts of quality that have issued different thinkers who has excelled in the issue throughout history.
2.3 QUALITY STANDARDS
According to the Royal Academy of Language, standardize is "What serves as type, model, standard, pattern, or reference" or
"Documented agreements, approved by consensus, containing technical specifications or other precise criteria to be used as
rules, guidelines It is established as an essential characteristic for the success of any Standard.

8. 2.4 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION
Had its beginnings in 1936 when 22 countries met to found the International Federation of
National Standards Committees ISA. This body was replaced in 1947 by the ISO is a set of
national standards.
National standards, grouping 146 countries. The mission of the ISO is to promote the
development of standardization and related activities in the world, the exchange of services
and goods and promote the cooperation of the scientific, technological and economic
intellect.BEGINNING
1. Consensus: manufacturers, vendors, users, consumer groups, analysis laboratories,
governments, specialists and research organizations. *
2. Global Industrial application: global solutions to satisfy industries to global customers
3. Voluntary: international standardization is conducted by the market.
2.4.1 BASIC STANDARDS OF THE ISO 9000: 2000
Family ISO is a set of international standards and quality guidelines that has gained a
worldwide reputation as a basis for establishing Quality Management Systems
ISO 9000 Quality Management system. Basics and vocabulary to understand the standards.
ISO 9001 Quality management system requirements that is used to effectively meet the
customer's requirements and the regulations for customer satisfaction.
ISO 9004 Quality Management Systems. Guidelines for Performance Improvement This
standard provides assistance for the improvement of the Quality Management system to
benefit all interested parties through the maintenance of customer satisfaction.
ISO 19011 Guidelines for Environmental and Quality Audit. Produces guidelines to verify the
ability of the system to achieve quality objectives.

10. 2.5 PROCESS-BASED APPROACH
ISO 9001: 2000 standards refers to the
"Process-based Approach" "set of
mutually related activities, which
transform input elements into results".
The ISO 9001: 2000 Standard emphasizes
the importance for an organization such
as the Santa María Center of identifying,
implementing, managing and
continuously improving the efficiency of
the processes that are necessary for the
Quality Management System. In order to
achieve the objectives of the
organization.
The P-H-V-A cycle (plan, do, verify and
act) is applied to the entire Quality
Management System of the Santa María
Center. PHVA is a dynamic cycle that can
be developed within each process of the
organization and in the process system as
a whole.
The maintenance and continuous
improvement of the process capacity can
be achieved by applying the concept of
PHVA at all levels within the organization
Principle of quality management is linked
to the process-based approach is the
system approach to management which
states that "identify, understand and
manage interrelated processes as a
system, contributes to the effectiveness
and efficiency of an organization in the
achievement of its objectives “.
Chain of interrelated processes to
determine the network of processes will
be held regular meetings with the Quality
Committee of Santa Maria Center in order
to analyze all existing processes and
define their responsible. Within the
Quality Management system, this network
has inputs and outputs, the delineation
thereof, the audits and responsibility of
this, the requirements that must be met:
*Documents control * Control of records
*Internal audit *Control of nonconforming
product *Corrective action *Preventive
action.

11. 2.6 FUNDAMENTALS OF QUALITY IN EDUCATION.
Educational Institutions, as well as quality
organizations, seek to permanently improve their
processes, grow, achieve the objectives that are
proposed, achieve the goals, satisfy their
customers and be better and better. Educational
Institution is the training of its students, all the
processes that take place there, must be focused
to their satisfaction the Institution fulfills its role,
the desire to improve becomes motivation for
learning.
The Institution must seek means and procedures to
reach each of the students and exploit their power.
The educator should help each student to discover
their abilities and potentialities to channel them
properly. The teacher is one of the most important
agents in the teaching process. The institution
must design mechanisms that allow knowing their
needs and satisfy them in order to facilitate and
cooperate in the achievement of their work.
2.7 CERTIFICATION ORGANIZATIONS OF
ACCREDITED SYSTEMS
These have as functions to elaborate, adopt and
disseminate Technical Standards in accordance
with international guidelines and in accordance
with the needs arising from the economic and
social development of the country, provide
certification services for products and quality
systems. Quality management, in order to
contribute to the implementation of quality
systems, raise products and services.

12. Standards and -Certification (ICONTEC)
Private organization, composed of
representatives of the public sector,
producers and consumers of private
sector. It was founded on May 10,
1963. It is accredited before the
Superintendence of Industry and
Commerce as a certification body for
Industrial products, quality systems in
the industrial sector and Environmental
Management Systems.
SGS Colombia S.A has an international
network of unique work. formed by 392
subsidiary companies. Its parent
company is located in Geneva,
Switzerland. Bureau Veritas Quality
International (BVQI) Certification Body
for Quality Systems and Environmental
Management Systems. It has more than
60 offices in the world. 24 international
accreditations. World leader in
certifications of quality, environment
and product management systems.
Corporation Center for Research and
Technological Development (CIDET)
Association of private law with mixed
participation of legal and natural persons
from the national and foreign public and
private sectors. International Certification
and Training S.A. IC & T Accredited by
the Superintendence of Industry and
Commerce to carry out product
certifications and quality management
systems under ISO 9001 Standard for
It is necessary to make an integral
analysis of how the Santa María
Center is currently where it is
possible to know its internal and
external reality. Collect information
about the environment surrounding
the institution, the needs and
expectations of the educational
community and the concept that the
institution has its clients, in order to
The logistic support of Colegio Santa
María, to participate in the study and
implementation of the Siglo XXI
Leaders Project, whose mission is to
contribute to the improvement of
educational management processes
and cultural transformation through
continuous work among companies
and educational institutions, based on
the continuous improvement.
STRATEGIC DIAGNOSIS

13. A judicious institutional
diagnosis, have allowed to
clarify the horizon to walk
steadily towards the
achievement of ambitious goals
that allow more and more,
children and their families,
overcome physical, intellectual
and moral poverty to live with
dignity, joy " the responsibility
of each member of the
educational community depends
on the harmony of the
community. "
The Santa Maria center already
had a couple of the sensitization
stage where a learning strategy
was used that can be described
as knowing (studying, asking,
discovering). The instruments to
know the needs and
expectations of the Educational
Community were the survey,
interview, the review of
institutional documents and the
discussion in the Committee of
Quality and coexistence and in
the different organs of the
school government.
From the surveys and their
respective analysis, the following
were identified as clients'
requirements:
STUDENTS * preparation of
excellence to access secondary *
Clear sense of belonging and
responsibility * Catholic
principles * Ability to face
familiar and social situations
with maturity. * Own dining
room * Expansion of technology
rooms * Access to soccer fields.TEACHERS *Growth
opportunities * Autonomic and
trust in work * Physical and
spiritual well-being * That the
programs that are offered really
satisfy the needs of society,
their environment * Expansion
of technology rooms * Provision
of didactic material and
bibliographic reference
FAMILIES * Education of
excellence, human, spiritual that
allows the formation in values ​​of
their children. * Good learning,
teaching and monitoring of their
children * Expansion of the
number of places * More
economic support

14. DOCUMENTATION OF THE
QUALITY MANAGEMENT
SYSTEM
Documentation
support
Sense action
Resources to Add
rate

15. QUALITY HANDBOOK
Active documents and
changeable with basic
requirement
Practice
adequacy and
institutional
culture
Normas ISO
9001:2000
Handbook content
Introduction
Institutional vision
Cross-reference
Meanings and term
Quality managment
Bussiness
demostration
Object application
Responsabilities
Resources
managmentservice
Measuring, analysis
and improvement

16. Functions and
requirements
handbook :
Define responsabilities
*Definitions
*Information raising.
*Questionary
*Descriptive
Instruction
*actualization sheet.
*Position Index
*Position descrived
Handbook design
*Constantly
communication with
quality team.
*Checking policies
and objectives
*define the institution
quality team.
*survey
Define standars to
apply on the
institution Santa
María
Adequate format to
show handbook

17. SYSTEM MANAGEMENT
RELATIONSHIP BETWEEN QUALITY AND QUANTITY
VARIABLE
Quantity Goals
Activity description,
identify critic agent
Institutional ways.
Operative
management.
Determine basic
characteristic
Design statistic
process in the
measuring
Settle resources
and respossibles
Measure,
simulate, probe
and fix
Standardize
(documents
system)
Permanent
Improvement

18. SYSTEM IMPLEMENTATION PLAN
1. IMPLEMENTATION PLAN
1. Sensibilsation:
Quality improvement
Reason of change
2. Commitment to
add improvement
process
3. Lead the process ,
so manage
4. Sensibilisation and
define the profile
quality
Friendship, love,
responsibility,
honesty: person to
develop some values

19. 2. STRATEGIC
PLANNING
3.
IMPLEMENTATION
Quality education
Methodology
Measure system
Problem solution
Participation
Divulgation
Recognize
4. EVALUATION SYSTEM
IMPROVEMENT

20. ECONOMIC EVALUATION OF PROJECT
Development
and cultural
transformation
Implementation
cost: viatics,
time invested
certification

21. MAINTENANCE COST
• 6’368.000 $