Design and implementation of an integrated management system in fuel marketing companies
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Abstract
The present work was based on the need to overcome the fragmentation of quality, environmental, and occupational safety and health management systems in fuel distribution companies, where independent management leads to duplication, redundant documentation, and a loss of operational efficiency. The overall objective was to develop a procedure for the design and implementation of an Integrated Management System that contributes to improved operational efficiency, better decision-making, and increased customer satisfaction. Theoretical methods such as the historical - logical and analysis-synthesis were employed, as well as empirical procedures that included techniques such as document analysis, surveys, interviews, and checklists, complemented by specialized artificial intelligence. The diagnosis conducted at the Basic Business Unit-Territorial Division for Fuel Marketing in Pinar del Río revealed an integration level of 67.2 percent, a customer satisfaction index of 0.15, and predominantly partial compliance with the three reference standards. The implementation of the proposed procedure -structured into nine phases and twenty steps- contributed to raising the integration level to 84.5 percent, increasing the customer satisfaction index by 180 percent, reducing liquefied petroleum gas delivery times by 39.8 percent, and decreasing spill incidents by 62.5 percent.
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