Diseño de un modelo de gestión de la calidad total de una empresa de servicios automotrices en el Distrito Metropolitano de Quito

Abstract

Abstract: Development and expansion of automotive industry and globalization have led customers perception of quality has increased considerably due to customers find better ways to supply their needs. The ways to rate or evaluate a product or service have changed significantly in recent years. Trends have evolved remarkably which have generated that manufacturers and suppliers find innovative approaches when dealing with customers. For this reason, it is essential to have a robust system of quality control and highly qualified personnel to address the concerns of the most demanding customers. It is needed to design a Quality Management System in Automotive Industry in order to meet the high expectations of customer satisfaction. It was developed a system of quality management that meets the requirements of the international standardization This entails a lot of benefits for the customer to identify the main processes in the organization applying a philosophy of continuous improvement and a solid communication system between customers and suppliers. Additionally, performance records were generated to evaluate continuous improvement through management indicators.