Diagnóstico y propuesta de mejora en la gestión de la calidad en base a los principios de Gestión de la Calidad de acuerdo a la norma ISO 9000:2015, en los micro mercados del cantón Puyango, año 2022

Abstract

Abstract: The micro markets of Puyango canton do not have a quality management system, which generates a large number of difficulties in their operational processes, customer service and triggers critical points that must be corrected to improve service. Faced with this situation, this document was focused on diagnosing and developing a proposal to improve quality management based on the principles of ISO 9000: 2015. For this purpose, the work was carried out through a descriptive-exploratory research with an inductive method, where surveys were applied to 12 collaborators, 100 clients and the owners of six micro markets in Puyango. The results showed that there is no notion of quality processes, that the work is done empirically and in an artisanal way, and that there is no culture of continuous improvement, a fact that prevents businesses from growing even more. Therefore, a quality management plan was established with 20 points that may or may not be fully implemented, depending on the particular needs of each business.