This document outlines a socio-educational project to design and implement a quality management system at the Santa Maria center using the ISO 9001:2000 standard. The objectives are to determine client requirements, design a quality system improvement proposal, and evaluate the economic impact. The Santa Maria center provides education to 250 children from low-income families. Implementing a quality management system would improve processes and help the center gain certification, increasing quality over time. The project involves analyzing the center's current state, identifying strengths, weaknesses, and client needs to develop a quality handbook, documentation, and implementation plan.

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. Colombian Institute of Technical 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 different areas according to the
Industrial International classification.
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 identify strengths,
weaknesses, threats and opportunities that arise
to start the process of improvement. .
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 managment
service
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 $