CJAP Herramientas y Técnicas para La Gestión de La Calidad COMP

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.C RWDNKECEKÎP FG GUVG /CPWCN *GTTCOKGPVCU RCTC NC )GUVKÎP FG NC %CNKFCF UG
GPEWCFTCFGPVTQFGWPCFGNCUEKPEQGUVTCVGIKCU
2NCPFG%CNKFCFUQDTGNCUSWGUG
EQPHKIWTCGN2NCP&KTGEVQTRCTCNC%CNKFCFFGNQU5GTXKEKQUXKIGPVGRCTCGNRGTÈQFQ
[EW[QQDLGVKXQRTKPEKRCNGUCNECP\CTGNOC[QTITCFQFGGZEGNGPEKCGP
NQUUGTXKEKQUSWGRTGUVCNC#FOKPKUVTCEKÎP

'UVG /CPWCN EQORNGOGPVC CN RWDNKECFQ CPVGTKQTOGPVG [ FGPQOKPCFQ 6ÃEPKECU
RCTCNC)GUVKÎPFGNC%CNKFCFGPNC#FOKPKUVTCEKÎP2ÕDNKEC [RTGVGPFGRTGUGPVCT
CN GORNGCFQ RÕDNKEQ NCU RTKPEKRCNGU JGTTCOKGPVCU SWG RWGFGP HCEKNKVCT NC IGUVKÎP
FGNCECNKFCFGPNC#FOKPKUVTCEKÎPGKPKEKCTNQGPUWCRNKECEKÎP

'N/CPWCNUG GUVTWEVWTC GPFKHGTGPVGUHKEJCUFGJGTTCOKGPVCUGPNCUSWGUGKPFKEC
RCTCECFCWPCFGGNNCU

&'01/+0#%+¦0 0QODTG [ UKINCU RQT NCU SWG UG EQPQEG JCDKVWCNOGPVG C NC
JGTTCOKGPVCSWGUGXCCCPCNK\CT

&'5%4+2%+¦0 &GHKPKEKÎP FG NC JGTTCOKGPVC KPFKECPFQ UK UG VTCVC FG WPC
JGTTCOKGPVC IT¶HKEC Q EWCPVKVCVKXC [ FG CRNKECEKÎP GP GSWKRQU FG VTCDCLQ Q FG
KPFKXKFWCNOGPVG

%#4#%6'4 56+%#5 4CUIQUO¶UKORQTVCPVGUFG NCJGTTCOKGPVC SWG NCFKUVKPIWGP
FGQVTCU

&'5#441..1 'ZRQUKEKÎP FG NQU RCUQU C UGIWKT RCTC CRNKECT EQTTGEVCOGPVG NC
JGTTCOKGPVC

&+(+%7.6#&'5 2TKPEKRCNGU RTQDNGOCU SWG UG RWGFGP GPEQPVTCT CN WVKNK\CT NC
JGTTCOKGPVC

#2.+%#%+10'5 '0 .##&/+0+564#%+¦0 2$.+%# 5KVWCEKQPGUGURGEKCNOGPVG
KFÎPGCURCTCCRNKECTNCJGTTCOKGPVC

6TCU ECFCWPCFGNCUHKEJCUUGGZRQPGWPCUKVWCEKÎP UWRWGUVCFQPFGUGKPXKVC CN
NGEVQTQDKGPCCRNKECTNCJGTTCOKGPVCCPCNK\CFCGPNCHKEJCQDKGPCRTQRQPGTNQU
RCUQU CFGEWCFQU RCTC UW EQTTGEVC CRNKECEKÎP KPENW[ÃPFQUG UGIWKFCOGPVG WPC
RQUKDNGUQNWEKÎPSWGGPPKPIÕPECUQRTGVGPFGUGTNCÕPKECPKNCOGLQT

'NOQVKXQ RTKPEKRCNFGSWG UGJC[CQRVCFQRQTWPC GUVTWEVWTC EQORWGUVC FGVTGU
RCTVGU
HKEJC VGÎTKEC UWRWGUVQ RQUKDNG UQNWEKÎP VCN EQOQ UG JC FGUETKVQ
CPVGTKQTOGPVG GU RCTC KPEKFKT [ TGHQT\CT GN EQPVGPKFQ VGÎTKEQ [ RCTC UWDTC[CT
FGVGTOKPCFQU CURGEVQU SWG TGUWNVCP TGNGXCPVGU FWTCPVG GN FGUCTTQNNQ Q CRNKECEKÎP
FGNCUJGTTCOKGPVCU

2QTÕNVKOQECDGUGÌCNCTSWGVQFQUNQUQTICPKUOQUGPVKFCFGUWPKFCFGU[UGTXKEKQU
C NQU SWG UG JCEG TGHGTGPEKC CUÈ EQOQ NCU UKVWCEKQPGU SWG UG RNCPVGCP GP NQU
UWRWGUVQURT¶EVKEQURTQRWGUVQURCTCECFCWPCFGNCUJGTTCOKGPVCUUQPVQVCNOGPVG
HKEVKEKQU

,QWURGXFFLyQDODV+HUUDPLHQWDVSDUDOD*HVWLyQGHOD&DOLGDG

2CTCEQORTGPFGTGNRQTSWÃFGNC GZKUVGPEKC[FKHWUKÎPFGNCUJGTTCOKGPVCUFGNC
IGUVKÎPFGNCECNKFCFGUPGEGUCTKQRCTVKTFGNJGEJQFGSWGGNQDLGVKXQFGVQFCUNCU
GORTGUCU [ QTICPK\CEKQPGU GU NC UWRGTXKXGPEKC GP GN OGTECFQ HTGPVG C UW
EQORGVGPEKC[FGSWGRCTCGNNQKPFWFCDNGOGPVGFGRGPFGPFGUWUENKGPVGU

'NNQ KORNKECSWGNCUQTICPK\CEKQPGUFGDGP EQPQEGT[ UCVKUHCEGT NCUPGEGUKFCFGU [
GZRGEVCVKXCUFGNQUENKGPVGU[DWUECTNCOGLQTCEQPVKPWCFGUWURTQEGUQU

1EWTTGNQOKUOQGPGN5GEVQT2ÕDNKEQ!

'U GXKFGPVG SWG GP NQU ÕNVKOQU CÌQU NC #FOKPKUVTCEKÎP 2ÕDNKEC GUV¶
GZRGTKOGPVCPFQ WP KORQTVCPVG ECODKQ 'N EKWFCFCPQ UG JC EQPXGTVKFQ GP GN
EGPVTQ FGN UKUVGOC [ GN QDLGVKXQ RTKQTKVCTKQ GU UCVKUHCEGT UWU PGEGUKFCFGU [
GZRGEVCVKXCU

'P IGPGTCN UG RQFTÈC CHKTOCT SWG GP GN 5GEVQT 2ÕDNKEQ NC KPSWKGVWF RQT NC
DÕUSWGFC FG NC OGLQTC EQPVKPWC XKGPG OQVKXCFC HWPFCOGPVCNOGPVG RQT FQU
HCEVQTGUNCFGTGURQPFGTCNCUGZKIGPEKCUCEVWCNGUFGNQUEKWFCFCPQUGPEWCPVQC
NQU UGTXKEKQU RTGUVCFQU RQT NC #FOKPKUVTCEKÎP
GN EKWFCFCPQ FG JQ[ GUV¶ O¶U
HQTOCFQ RQUGG O¶U KPHQTOCEKÎP EQPQEG UWU FGTGEJQU CEEGFG [ WVKNK\C NCU
0WGXCU6GEPQNQIÈCU[GPFGHKPKVKXCGUO¶UGZKIGPVG[NCFGOGLQTCTNCGHKEKGPEKC
[NCGHKECEKCFGNCIGUVKÎPRÕDNKEC
SWGEQPNNGXCNCQRVKOK\CEKÎPFGNQUTGEWTUQU
NCUKORNKHKECEKÎPFGNQURTQEGUQUGVE

2CTC GN NQITQ FG NC OGLQTC EQPVKPWC GU TGEQOGPFCDNG SWG NCU QTICPK\CEKQPGU
CRNKSWGPNQUFKUVKPVCUHCUGUFGN%ÈTEWNQFG&GOKPIGPUWIGUVKÎP

'N%ÈTEWNQFG&GOKPI
QVCODKÃPFGPQOKPCFQ%KENQFG/GLQTC%QPVKPWCQ%KENQ
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NCOGLQTCEQPVKPWC
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2 2NCPKHKECT .C GVCRC FG RNCPKHKECEKÎP KORNKEC GUVCDNGEGT SWÃ UG SWKGTG
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RNCPKHKECEKÎP FG NCU
CEEKQPGU 'UVC GVCRC UG RWGFG FGUEQORQPGT C UW XG\ GP NCU UKIWKGPVGU
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C +FGPVKHKECEKÎP[CP¶NKUKUFGNCUKVWCEKÎP
D 'UVCDNGEKOKGPVQFGNCUOGLQTCUCCNECP\CT
QDLGVKXQU
E +FGPVKHKECEKÎPUGNGEEKÎP[RTQITCOCEKÎPFGNCUCEEKQPGU

& *CEGT 'P GUVC HCUG UG NNGXC C ECDQ NC KORNCPVCEKÎP FG NCU CEEKQPGU
RNCPKHKECFCUGPGNRCUQCPVGTKQT

%8GTKHKECT'PGUVCGVCRCUGEQORTWGDCNCKORNCPVCEKÎPFGNCUCEEKQPGU[NC
GHGEVKXKFCFFGNCUOKUOCURCTCCNECP\CTNCUOGLQTCURNCPKHKECFCU
QDLGVKXQU

# #EVWCT'PHWPEKÎPFGNQUTGUWNVCFQUFGNCEQORTQDCEKÎPCPVGTKQTGPGUVC
GVCRC UG TGCNK\CP NCU EQTTGEEKQPGU PGEGUCTKCU
CLWUVGU Q UG EQPXKGTVGP NCU
OGLQTCU CNECP\CFCU GP WPC HQTOC GUVCDKNK\CFC FG GLGEWVCT GN RTQEGUQ

CEVWCNK\CEKÎP

'NIT¶HKEQUKIWKGPVG
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GHKECEKC[GHKEKGPEKCUWRGTKQTGU
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2CTC RQFGT CRNKECT EQTTGEVCOGPVG GUVCU HCUGU WPC QTICPK\CEKÎP RWGFG WVKNK\CT
FKXGTUCU JGTTCOKGPVCU NCU EWCNGU UQP EQPQEKFCU JCDKVWCNOGPVG EQOQ
JGTTCOKGPVCU RCTC NC IGUVKÎP FG NC ECNKFCF Q UKORNGOGPVG JGTTCOKGPVCU FG NC
ECNKFCF

'PVTGGUVCUJGTTCOKGPVCUUGGPEWGPVTCPCNIWPCUSWGHCEKNKVCPNCFGUETKREKÎPIT¶HKEC
[UGPEKNNCFGWPRTQEGUQQFGWPEQPLWPVQFGFCVQU
EQOQGN&KCITCOCFG(NWLQQ
GN *KUVQITCOC QVTCU SWG RGTOKVGP GUVCDNGEGT TGNCEKQPGU ECWUCGHGEVQ
EQOQ GN
&KCITCOC FG +UJKMCYC QVTCU SWG KPEKFGP GP NQU CURGEVQU EWCPVKHKECDNGU FGN
RTQDNGOC[FGUWUUQNWEKQPGU
EQOQGN&KCITCOCFG2CTGVQQVTCUSWGHCEKNKVCPNC
EQQRGTCEKÎP[ EQQTFKPCEKÎPFGNGSWKRQ FGVTCDCLQ
EQOQGN%ÈTEWNQFG%CNKFCF
GVE

'P NC UKIWKGPVG VCDNC UG OWGUVTC NC TGNCEKÎP EQORNGVC FG NCU JGTTCOKGPVCU FG NC
ECNKFCF EQPVGORNCFCU GP GUVG /CPWCN CUQEK¶PFQNCU EQP NC HCUG FGN %KENQ FG
&GOKPIFQPFGOGLQTGPECLCUWWUQ

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%QOQ UG RWGFG QDUGTXCT NCU JGTTCOKGPVCU FG NC ECNKFCF UG GORNGCP
RTGHGTGPVGOGPVGGPNCHCUGFGRNCPKHKECEKÎP
2NQ EWCNUG FGDGRTKPEKRCNOGPVGC
SWGGPFKEJCHCUGGUPGEGUCTKQVGPGTOWEJCKPHQTOCEKÎPRCTCRQFGTKFGPVKHKECTGN
RTQDNGOC SWG UG SWKGTG TGUQNXGT Q OGLQTCT CPCNK\CT NCU ECWUCU RTQRQPGT NCU
CEEKQPGU[RNCPKHKECTNCUOKUOCU

2QT ÕNVKOQ ECDG UWDTC[CT SWG EQP GN FGUCTTQNNQ FG GUVG /CPWCN [ EQP NCU NÈPGCU
KPVTQFWEVQTKCU SWG UG JCP GZRWGUVQ UG JC RTGVGPFKFQ EQOWPKECT GN
EQPXGPEKOKGPVQ FG SWG EQPQEGT EQORTGPFGT [ CUKOKNCT NCU JGTTCOKGPVCU FG NC
ECNKFCFTGUWNVCHWPFCOGPVCNRCTCEWCNSWKGTCSWGFGDCRCTVKEKRCTFGCNIWPCOCPGTC
GP NC IGUVKÎP FG NC ECNKFCF GP NCU QTICPK\CEKQPGU CEVWCNGU [C UGCP FGN UGEVQT
RÕDNKEQ Q RTKXCFQ [ SWG UW CRNKECEKÎP KPFWFCDNGOGPVG TGRQTVCT¶ DGPGHKEKQU [
XGPVCLCUGPGNECOKPQJCEKCNCOGLQTCEQPVKPWCSWGÃUVCUGORTGPFCP

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'N UWRWGUVQ &KCITCOC FG (NWLQ JC UKFQ FKUGÌCFQ RCTC KPKEKCT CN NGEVQT GP NC
GNCDQTCEKÎP FG FKCITCOCU FG HNWLQ FG RTQEGUQU UKIWKGPFQ NC OGVQFQNQIÈC [ GN
GUSWGOC3WKÃP!3WÃ!RTQRWGUVQUGPNCHKEJC&+#)4#/#&'(.7,1

'N GPWPEKCFQ FGN UWRWGUVQ UG JC XKPEWNCFQ C WPC UQNWEKÎP RTQRWGUVC SWG PQ
RTGVGPFG UGT GZJCWUVKXC PK ÕPKEC UKPQ HWPFCOGPVCNOGPVG TGHQT\CT [ EQORNGVCT NC
KPHQTOCEKÎPUQDTGGUVCJGTTCOKGPVCEQPVGPKFCGPNCHKEJCEQTTGURQPFKGPVG
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'P GN RTQEGUQ RCTC NC RWGUVC GP HWPEKQPCOKGPVQ FG KPUVCNCEKQPGU KPFWUVTKCNGU
KPVGTXKGPGPVTGUGPVKFCFGUGNEKWFCFCPQGNTGIKUVTQIGPGTCN[GNFGRCTVCOGPVQFG
CEVKXKFCFGUKPFWUVTKCNGU

'NEKWFCFCPQRTGUGPVCUWUQNKEKVWFGPGNTGIKUVTQIGPGTCNFQPFGÃUVCGUTGIKUVTCFC
TGCNK\¶PFQUGGNVTCUNCFQFGGZRGFKGPVGCNFGRCTVCOGPVQFGCEVKXKFCFGUKPFWUVTKCNGU

7PC XG\ SWG NC UQNKEKVWF JCEG GPVTCFC GP GUVG UGTXKEKQ UG RTQEGFG C TGCNK\CT WP
GUVWFKQ FG NC FQEWOGPVCEKÎP
UGIÕP GN RTQEGFKOKGPVQ GUVCDNGEKFQ 2TQ#+
'PGNECUQFGSWGÃUVCPQUGCEQTTGEVCUGRTGRCTCWPTGSWGTKOKGPVQ[UGTGOKVGCN
EKWFCFCPQ 'P GN ECUQ FG SWG NC FQEWOGPVCEKÎP UGC EQTTGEVC UG RTGRCTC [ UG
TGUWGNXGGNRGTOKUQ[UGEQOWPKECCNEKWFCFCPQ

6QFQUNQUFQEWOGPVQUCPVGUFGUCNKTFGNFGRCTVCOGPVQFGCEVKXKFCFGUKPFWUVTKCNGU
UQPTGIKUVTCFQU

%QPUVTW[C WP FKCITCOC FG HNWLQ SWG GUVÃ GP EQPUQPCPEKC EQP NQ FGUETKVQ GP GN
GPWPEKCFQ G KPFKSWG GZRTGUCOGPVG SWÃ QDLGVKXQU UG RGTUGIWKTÈC CN CRNKECT GUVC
JGTTCOKGPVCGPGUVCUKVWCEKÎPEQPETGVC
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5GRNCPVGCNCPGEGUKFCFFGGNCDQTCTGNFKCITCOCFGHNWLQFGNRTQEGUQFG 2WGUVCGP
HWPEKQPCOKGPVQFGKPUVCNCEKÎPKPFWUVTKCN

'N QDLGVKXQ FG GNCDQTCT GN FKCITCOC FG HNWLQ FGN RTQEGUQ 2WGUVC GP
HWPEKQPCOKGPVQ FG +PUVCNCEKÎP +PFWUVTKCN CWPSWG PQ UG GURGEKHKEC GP GN
GPWPEKCFQRQFTÈCUGTOGLQTCTNCGHKECEKCFGNOKUOQ[CSWGOGFKCPVGGNFKCITCOC
UGXCCQDVGPGTWPCXKUKÎPENCTC[UGPEKNNCFGEÎOQRQTFÎPFG[FWTCPVGEW¶PVQ
VKGORQ NC FQEWOGPVCEKÎP HNW[G GPVTG NQU FGRCTVCOGPVQU
FKCIPÎUVKEQ KPKEKCN [
GNNQXCCHCEKNKVCTNCKPVTQFWEEKÎPFGOGLQTCU GNGUVCDNGEKOKGPVQFG EQORTQOKUQU
FGRNC\QUNCGNKOKPCEKÎPFGEWGNNQUFGDQVGNNCNCFGUKIPCEKÎPFGTGURQPUCDNGUFG
ECFCVCTGCGNEQPVTQNFGNRTQEGUQGVE

'NRTQEGUQ 2WGUVCGPHWPEKQPCOKGPVQFG+PUVCNCEKÎP+PFWUVTKCN EQOKGP\CEWCPFQ
GN EKWFCFCPQ RTGUGPVC NC UQNKEKVWF GP GN TGIKUVTQ IGPGTCN [ VGTOKPC EWCPFQ UG
GOKVGNCTGUQNWEKÎPFGNCNKEGPEKC
UGIÕPUGFGFWEGFGNGPWPEKCFQ'UVQUUQPNQU
NÈOKVGUFGNRTQEGUQ

5KIWKGPFQNCUKPFKECEKQPGUFGNGPWPEKCFQUGGUSWGOCVK\CGNRTQEGUQGPDNQSWGUQ
¶TGCUFGCEVKXKFCF
TGURGVCPFQUKGORTGGNQTFGPUGEWGPEKCNGPGNSWGVKGPGPNWICT
VCNEQOQUGKPFKECGPNCHKIWTCUKIWKGPVG

%CDGUWDTC[CTSWGUGJCUGÌCNCFQEQPWPCNNCOCFCCNRKGFGNFKCITCOCFGHNWLQ
GN UGIWKOKGPVQ FGN RTQEGFKOKGPVQ 2TQ#+ FWTCPVG GN GUVWFKQ FG NC
FQEWOGPVCEKÎP
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NC GNCDQTCEKÎP FG JQLCU RCTC NC TGEQIKFC FG FCVQU UKIWKGPFQ NC OGVQFQNQIÈC
KPFKECFCGPNCHKEJC*1,#&'4'%1)+&#&'&#615

'NGPWPEKCFQFGNUWRWGUVQUGJCXKPEWNCFQCWPCUQNWEKÎPRTQRWGUVCSWGPQ
RTGVGPFGUGTGZJCWUVKXCPKÕPKECUKPQHWPFCOGPVCNOGPVGTGHQT\CT[EQORNGVCTNC
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'N%GPVTQ4'5+&'0%+#'./#;14FGVKVWNCTKFCFRÕDNKECEWGPVCGPUWEQEKPCEQP
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7PQFGNQUTGSWKUKVQUGURGEKHKECFQUGUSWGNCVGORGTCVWTCGPGNKPVGTKQTFGFKEJC
E¶OCTCGUVÃEQORTGPFKFCGPVTG %[ %

2CTC EQORTQDCT GUVQ UG TGCNK\CP EQPVTQNGU FKCTKCOGPVG ECFC JQTCU 'N
TGURQPUCDNG FG TGCNK\CT GN TGIKUVTQ FG NC VGORGTCVWTC GU GN #WZKNKCT FG %QEKPC FG
ECFC VWTPQ 7PQ FG NQU CURGEVQU FG KPVGTÃU RCTC CUGIWTCT WPC CFGEWCFC
EQPUGTXCEKÎP GU EQPQEGT NC GXQNWEKÎP C NQ NCTIQ FGN FÈC FG NC VGORGTCVWTC FG NC
HTWVCGPGNKPVGTKQTFGNCUE¶OCTCU

&KUGÌGWPHQTOCVQRCTCNCTGEQIKFCFGFCVQUFGNEQPVTQNEQTTGURQPFKGPVGCNC
OGFKEKÎPFGNCVGORGTCVWTCX¶NKFQRCTCWPCUGOCPC
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GPDCUGCNFCVQSWGUGTGEQIGGPGNHQTOCVQ GUFGEKTNC
VGORGTCVWTC[GPDCUGCNCKPHQTOCEKÎPSWGUGRQFTÈCPGEGUKVCTGPECUQFGSWGPQ
UGEWORNCGNTGSWKUKVQTGNCVKXQCÃUVCUQP
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KPVGTGUCPVGTGEQIGTGPGNHQTOCVQ!
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2CTC GN VTCVCOKGPVQ FG NQU FCVQU SWG UG TGEQIGP GP GN HQTOCVQ UG WVKNK\CT¶P
JGTTCOKGPVCU GUVCFÈUVKECU
CP¶NKUKU FG RQTEGPVCLGU [ OGFKCU GNCDQTCEKÎP FG
JKUVQITCOCUGVE

'N RWPVQ FG TGEQIKFC FG FCVQU GU C RKG FG NC E¶OCTC HTKIQTÈHKEC [ UKIWKGPFQ NCU
KPUVTWEEKQPGU SWG GUVÃP GUVCDNGEKFCU RCTC GNNQ GP GN %GPVTQ
[ GP NCU EWCNGU UG
GURGEKHKECT¶ GN VGTOÎOGVTQ C WVKNK\CT RWPVQ FQPFG FGDG WDKECTUG GN VGTOÎOGVTQ
FGPVTQFGNCE¶OCTCGVE

'NTGURQPUCDNGFGNCTGEQIKFCFGFCVQUUGT¶GN#WZKNKCTFG%QEKPC[UWRGTXKUCT¶GN
,GHGFG%QEKPC

'N#WZKNKCTVKGPGCEEGUQH¶EKN[FKTGEVQCNQUFCVQUSWGGUPGEGUCTKQCPQVCT

5GRTQEGFGCGXCNWCTNQUEQPQEKOKGPVQUFGNCRGTUQPCGNGIKFCRCTCNCTGEQIKFCFG
FCVQU CUÈ EQOQ NC ECPVKFCF FG VTCDCLQ SWG UWRQPG GUVC VCTGC GN KORCEVQ FG NC
VQOCFGFCVQUUQDTGUWGPVQTPQFGVTCDCLQ[XKEGXGTUC

7PC XG\ EQORTQDCFC NC XKCDKNKFCF FG NC VQOC FG FCVQU RCTC GUVC RGTUQPC UG
FKUGÌC GNHQTOCVQ
XGT*QLCFG6GORGTCVWTCU FG NC%¶OCTC (TKIQTÈHKECFG(TWVCU
DWUECPFQGPVQFQOQOGPVQSWGNCCPQVCEKÎPTGUWNVGUGPEKNNC[SWGNCRQUKDKNKFCF
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CJAP Herramientas y Técnicas para La Gestión de La Calidad COMP

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