MOJ
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Opinion Volume 11 Issue 2
Implementation of an integrated management system under the PDCA Cycle to optimize service quality, operational safety and environmental performance of a boutique hotel in the city of Cartagena de Indias
Elias Alberto Bedoya Marrugo, Blanca Maria Madrigal Salinas
Received: March 12, 2026 | Published: March 26, 2026
Citation: Marrugo EAB, Salinas BMM. Implementation of an integrated management system under the PDCA Cycle to optimize service quality, operational safety and environmental performance of a boutique hotel in the city of Cartagena de Indias. MOJ Eco Environ Sci. 2026;11(2):45-48. DOI: 10.15406/mojes.2026.11.00380
Abstract
This project proposes the design of an Integrated Management System (IMS) for a boutique hotel in Cartagena de Indias, based on the PDCA cycle methodology to ensure continuous improvement. Given the need to standardize processes and reduce operational variability, the research adopts a mixed descriptive-propositive approach, encompassing the dimensions of Quality (ISO 9001), Occupational Health and Safety (ISO 45001), and Environmental Management (ISO 14001). Through the application of tools such as checklists, the Nordic Questionnaire, and an environmental aspects matrix, the current situation of the 30 employees in the sample was diagnosed in order to formulate protocols and key performance indicators (KPIs) that optimize guest satisfaction and prevent biomechanical risks. Implementation is projected over four months with a budget of COP $6,500,000, guaranteeing the economic and operational sustainability of the organization in the Caribbean tourism market.
Keywords: integrated management system (IMS), central axis of the project that combines quality, environment and safety
©2026 Marrugo, et al. This is an open access article distributed under the terms of the, which permits unrestricted use, distribution, and build upon your work non-commercially.
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