Modelado de procesos comerciales, acreditaciones y soporte a clientes conforme norma ISO 21001:2025

Abstract

The present project aims to model and standardize the commercial, customer support, and accreditation processes of an executive education company, in accordance with the guidelines of the ISO 21001:2025 standard. The hypothesis proposed is that the implementation of documented processes and performance indicators contributes to improving the quality of educational services and customer satisfaction. The justification of the project is based on the need to strengthen management practices and ensure compliance with standards applicable to educational organizations. The development of the project was carried out through an analysis of the company’s current situation, the identification of critical findings and process mapping, and the application of process modeling technique. Additionally, diagramming tools, and the guidelines established by ISO 21001 standard were used. Finally, it is concluded that designing processes in accordance with the ISO 21001 standard makes it possible to build a necessary structure that enables organizations to implement the standard in an orderly and measurable manner. Keywords: Executive education, core processes, ISO 21001:2025, BPMN 2.0, Modelling