Modelo de gestión por procesos integrando herramientas tecnológicas según la norma ISO 9001:2015 para la empresa de servicios Shicma Cia. Ltda.

Abstract

SHICMA CIA. LTDA., a company dedicated to consulting and providing services in Occupational Health and Safety Management Systems, lacks a formal and defined process management structure. An initial diagnosis identified that the organisation carried out fragmented activities without a formal structure defining responsibilities, inputs, outputs, controls and support tools, compounded by the absence of standardised procedures and limited traceability of operations; these conditions affected the institution's efficiency and operational capacity. The investigation of causes involved the collection, analysis, description, and structuring of the organisation's six operational processes. SIPOC diagrams, characterisation matrices, FMEA sheets, ISO 9001:2015 assessment checklists, and process modelling tools were developed. Based on this information, a Procedures Manual was developed that structures the activities, responsibilities, inputs, outputs, resources, and controls necessary to ensure the standardisation and continuous improvement of processes. In addition, Bizagi was integrated to model processes and N8N to incorporate an automated flow of repetitive activities, thus contributing to operational efficiency. The proposal allows SHICMA CIA. LTDA. to improve the traceability of information and documentation, contribute to operational efficiency, and ensure compliance with regulatory requirements. It also involves the integration of technology in line with future requirements, laying the foundations for institutional growth towards a quality management system.