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In Colombia, few are the special public transport companies that have an implemented and certified quality management system, meaning that most of these companies have not achieved changes in their business structure, either by obstacles such as lack of commitment, disorganization, inadequate flow of information or lack of interest in changing the status quo, thus leading to the provision of poor quality service, and therefore the loss of competitiveness.

For the purpose of tending towards improvement of the special transport companies, the Ministry of Transport decided to issue Decree 348 of 2015, it requires companies to define their organizational structure and certified under the NTC-ISO 9001, among other specifications.

Therefore the authors decided to design a proposal for the implementation of quality management system for the special transport companies located in Bogota, for this, was necessary to interview a representative sample of already certified companies, and also lead the process of certification of the quality management system in a special transport company with a great market share.

The proposal was designed for a period of twelve months, and summarized in four main phases, each developed under a practical and standardized methodology, giving direct fulfillment to the NTC-ISO 9001: 2015 and the current regulations that rule the special transport companies.