Auditoría de calidad al Hipermarket “Su Kasa”, cantón Pueblo Viejo, provincia de Los Ríos, período 2021

Abstract

The present research work Quality Audit was conducted based on the ISO 9001:2015 Standard to the Hypermarket "Su Kasa" in the parish of San Juan, Pueblo Viejo canton, Los Ríos province, period 2021, to evaluate the efficiency and effectiveness of the different processes in the company in terms of quality and the degree of customer satisfaction. For the execution of the research, direct observation was applied to the company's facilities and its different internal processes, where it was possible to observe the main problems that the company is going through; an interview was conducted with the owner-manager, which allowed the collection of consistent, relevant, pertinent and sufficient data and information for the development of the proposed work. In addition, research instruments were used in which, the interview guides, the checklist based on the ISO 9001:2015 standard, and the evaluation of internal control based on COSO III were contemplated; using these methods, the level of compliance with the bar can be verified. Based on the results obtained, it is recommended that the Manager and the company's personnel take into account the conclusions and recommendations made, which can serve as a management tool for the continuous improvement of the service, as well as taking into account the final report of the quality audit, which contains a series of preventive and corrective actions to improve the services and the degree of customer satisfaction