La Norma ISO 9001:2015, y su eficacia en los servicios estudiantiles del departamento de Bienestar Universitario de la ULEAM.

Abstract

This research project was developed to carry out an audit based on the ISO 9001:2015 standard, in order to measure the effectiveness of the University Welfare department at ULEAM, because there are no established procedures to determine whether students are satisfied with the services provided by the scholarship and financial aid area. The project will use surveys as methods to extract information from primary sources, because all the information will be studied based on technical data from statistical production, own management documents and documents related to financial aid, in order to consider them for the topic under study, because it served as a guide for development. For this reason, the quality of this research is linked to the services provided to the university community, therefore, it is important to optimize resources for student care, based on this, that is why it is described in the ISO 9001:2015 standard to be able to comply with what is required by the higher education institution, in order to improve the quality of its academic programs and student services. The objective of the study is to design a procedure guide to carry out an audit based on the ISO 9001:2015 standard in the University Welfare Department of ULEAM, detecting possible deficiencies from the processes to the organization itself to determine its contribution to improving the quality and satisfaction of students in the university environment.