Aplicación de la norma ISO 31000:2009 en la mitigación de riesgos y su relación con la calidad de servicio

Abstract

The objective of this study is to analyze the aspects that make up the application of the ISO 31000:2009 standard in risk mitigation in order to determine its relationship with service quality. The conceptual approach of the study establishes its theoretical foundations on regulatory processes, internal control, and regulations to identify and mitigate risks. The methodological approach is qualitative, since through a bibliographic and documentary review, a brief proposal was designed on the ISO 31000 standard with the purpose of mitigating business risks and improving customer service to internal collaborators and citizens. The result was that in Ecuador, the quality of service offered by employees in operational or high-impact criticality areas does not apply to the ISO 31000:2009 standard. Furthermore, the processes and risk plans are not fully covered by the company's guidelines. This allows us to conclude that the application of this standard effectively impacts the consideration of all possible scenarios that could directly or indirectly affect the company's business continuity, using tools to mitigate risks.