Implementation of quality management system ISO 9001 in a telecom network operation centre-A case study

The objective of this paper is to present the implementation and results of the Quality Management System (QMS) based on ISO 9001:2015 in the Failure Support Process reported to 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 the Deming cycle and ISO standard requirements. Two cycles were carried out: Implementing and obtaining 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 were: Defining indicators, agreements reached with providers to improve time response, risk response planning definition, increased staff motivation, escalations 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.