Diseño de un modelo logístico basado en la norma ISO 28000 para la gestión de la seguridad en el servicio de encomiendas de la Cooperativa de Transportes Trasandina Express

Abstract

Cooperativa de Transportes Trasandina Express provides parcel delivery service as part of its operational activities; however, weaknesses related to security, traceability and documentary control of packages were identified. For this reason, this research project aimed to propose a Security Management System based on ISO 28000:2022, focused on strengthening service control from package reception at the origin agency to final delivery to the recipient. For the diagnosis, observation sheets, a staff survey, an interview with the manager and a checklist based on the requirements of ISO 28000:2022 were applied. The results showed deficiencies in the uniform application of controls, information recording, incident management, operational supervision and package tracking during the reception, temporary storage, loading, transport, unloading and delivery processes. In addition, a risk assessment was carried out using probability and impact criteria, which made it possible to identify critical points that may affect the security, continuity and reliability of the service. As a result, a Security Management System manual was designed, composed of a policy, objectives, risk matrix, procedures, records, indicators, document control, internal audit, management review and improvement actions. The proposal allows operational activities to be standardized, documented evidence to be preserved, package traceability to be improved and decision-making to be supported based on recorded information. In this way, the proposed system contributes to reducing exposure to losses, damages, complaints and incidents within the parcel delivery service.