Quality management system for Cardón Rent Car, C.A

The objective of this research project was to propose a quality management system design for Cardón Rent. Car C.A. This objective contributes to establishing the guidelines and requirements subject to the standard that will improve the processes identified for the satisfaction of quality services, thereby providing the necessary attributes to the quality management system in each process carried out in the performance of the company's tasks. The problem presented in this company is the lack of certification, since it bases its guidelines on the National Institute of Aquatic Spaces (INEA) in order to be able to carry out its operations in the docks and ships as required by that institution in aquatic spaces, which was the reason and key focus of the research. To this end, a documentary and field investigation was proposed, with a non-experimental and bibliographic design, at a descriptive level of research and in the form of a feasible project. To achieve the overall objective, the service line was first characterized, and then the current situation of the company was diagnosed, evaluating the different parameters of the standard through the instrument: checklists yielding reliable results, with a degree of non-compliance of 75% through the evaluation of 118 items. The processes that make up the process map were also identified, which will contribute to the sampling for the diagnosis of possible shortcomings in the current processes. In this regard, direct observation was carried out, and unstructured interviews were conducted with a finite population of 37 people, including the general manager, operations manager, and all personnel involved in all production processes, in order to understand the current perspective and identify strengths and weaknesses. This information was then used to design a quality management system manual based on the requirements of the ISO 9001:2015 standard for Cardon Rent. Car C.A., and as a result, provides benefits that will drive it to improve its operations and serve as support when it decides to pursue international certification.