Track: Case Studies

Abstract

The objective of this paper was to present the implementation and results of Quality Management System (QMS) based in ISO 9001: 2015 to the Failure Attention Process of the Network Operation Centre (NOC) in a telecommunications company. The methodology used was action research proposed by Borroto and Aneiros (2002) and Latorre (2005); whose phases are aligned with Deming cycle and requirements of the ISO standard. Two cycles were carried out to implement and obtain the certification of the system. QMS involved stakeholders and it made the staff partake critical reflection in the process and the results. Once the company obtained the NMX-CC-9001-IMNC-2015 / ISO 9001:2015 certificate, it was able to accredit new contracts from the government sector. Other benefits obtained with the implementation were: defining indicators, agreements reached with providers to improve time response, risk response planning definition, increased staff motivation, escalation decreased, established corrective actions for non-conforming outputs and improved internal and external communication. The study evidenced resistance to change from some staff members at the early steps of the implementation and the lack of communication between internal areas. This study can be useful for those companies interested in implementing a QMS.