Abstract:

Background. Laboratory practices, as part of the plans and programmes of study in engineering careers, are a fundamental component to complement the knowledge students acquire in the classroom. In the development of practices the student identifies various parameters which will subsequently be determinants in the designs. A significant number of academic programs in engineering subjects, they establish the requirement of completing and pass the lab.
Problematic. Deficiencies in attention from students in the lab classes are associated with inadequate infrastructure, lack of equipment, absences of the technicians in charge of the areas and poor planning of the laboratory practice, among other aspects, which will impact in an inadequate preparation of pupils, affecting students final profile and, in some extent, their inclusion and/or performance in their professional life.

The importance of facing the problem. The establishment of verification mechanisms of the quality of service in teaching laboratories, as well as the determination of actions to not only remedy detected failures, but also improve the positive aspects, are factors that favor the establishment of a process of continuous improvement in service. On the other hand, the revision and continuous updating of the manuals of practice is necessary, as well as the supervision of activities in laboratories.
Contribution. This work brings elements which can facilitate the introduction of a system of quality management for the service of teaching laboratory practices, it points out mechanisms that allow to assess the satisfaction of the customer (student), detect faults and their cause, as well as establish a reaction plan to make the settings relevant to the processes and generate a continuous improvement plan.

Concepts, methodologies and techniques used for the implementation. The quality management system was implemented under the norm ISO 9001: 2008, prepared by technical Committee ISO/TC176 of the International Organization for Standardization (ISO), from the Mexican Institute of standardization and certification. For the determination of the causes of non conformities a Hishikawa (causal- effect) diagram was used. The SEL (System of evaluation of laboratories) was implemented for the evaluation of the service.
Case study. Describes the work carried out for the implementation of the system of quality management of the laboratories of the Division of physical mathematics and engineering of the FES Aragón UNAM. The results obtained are pointed out, as well as the found audit findings that constituted non-conformities and the opportunities for improvement that has been worked out.

Conclusions and recommendations. the establishment of a system of quality management in teaching of the careers of engineering laboratories, allows to generate a dynamic of continuous improvement of service to the students, it contributes in his academic preparation and strengthens them to face the challenges of their professional activity.

Keywords:

Certification, quality, management system.