Diseño y formulación de un Sistema de Gestión de Calidad en base a la ISO 9001:2008; para el mejoramiento continuo de la atención al cliente para Automotores de la Sierra S.A.-Riobamba

Abstract

The purpose of this thesis is to develop a Quality Management System in the Sierra Automotive SA-Riobamba, an organization dedicated to marketing, maintenance of vehicles and selling auto parts. This company has a Quality Management System base on ISO 9001:2008, which actually supports certain shortcomings in their management. For this purpose was performed as previous aspect Design Research, then proceeded to data collection focusing on different ítems related to the management of the company such as Administration, Finance, Technology, Quality and Customer Satisfaction, the respective diagnosis was oriented to the process undertaken at ASSA-Riobamba succeeded in identifying the current status of this organization. The results corraborated the absence of a tool to help improve the management of this company, and the lack of procedures and documents which evidencing the work performed; determinig this, the failure to the requirements of the ISO estandard. For this reason, it was designed, a system of quality management that will enable ASSA-Riobamba standardize its processes, ensure the quality of its operations, improve its system labor and add value to the service offered, seeing reflected in the satisfaction customer and take advantage over its main competitors.