Propuesta de mejora continua para la calidad del servicio en una empresa metalmecánica de la ciudad de Guayaquil basada en la norma ISO 9001:2015

Abstract

In the Ecuadorian market a diversity of services is offered, with the passage of time the processes involved in the final result have been changing, the customer's perception of a product or service as well. Quality management is a very important tool in companies, since the degree of success in the aspect of customer satisfaction depends on it, this goes hand in hand with certification, this certification is a plus that not all companies manage to obtain. In order to solve the problems of this research topic, three tools were used: in the first objective, a checklist, in order to diagnose the current state of the company and to identify the company's shortcomings. In the second objective, a SWOT analysis was carried out to develop key and strategic points that make up the raison d'être of the company, surveys to identify the degree of customer satisfaction and finally a cost-benefit comparison to identify the feasibility of the study carried out.