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. All these three points are developed with the aim of maximizing the company's potential in order to achieve its long-term objectives and, above all, to ensure that the client obtains a quality service.