Diseño de un sistema de gestión de calidad basado en la Norma ISO 9001:2015 para el área de atención y satisfacción al cliente en la Empresa Centro Eléctrico Industrial GRUPCEIN Cía. Ltda

Abstract

The aim of this research was to design a Quality Management System based on ISO 9001:2015, for which a quantitative descriptive research with a non-experimental deductive approach was carried out. In phase 1 of identification, the technical and legal requirements of the system were established; in phase 2 of analysis, customer requirements, diagnosis of customer service processes and improvement and documentation were determined; and in phase 3, policies, objectives, guidelines and indicators were established. In addition, an ISO 9001:2015 manual and documentation and the implementation plan were generated. In order to obtain data, the survey technique was applied to a selected sample of 57 of the company's customers. The American Society of Mechanical Engineers ASME methodology was also applied, which applies the 5 W's and 1 H analysis tool that supports the identification of the factors and conditions that cause problems in the work processes. Based on a general diagnosis of how the company is located, a Quality Management System was designed taking into account the recommendations of ISO 9001:2015 for the company's 5-stage customer service and satisfaction area. It was concluded that since the area of customer service and satisfaction in the company is a vital aspect of its business management, its processes must be in continuous review and improvement. It is recommended that the company authorities should consider structuring a plan so that all levels of the organization enter the management system to achieve international certification.