Diagnóstico de la Gestión de Calidad acorde a la Norma ISO 9001:2015, y propuesta de mejora en base a la Norma ISO 9004:2018, de la Gestión de Procesos Administrativos Internos de Mall El Fortín, empresa Inmobiliaria Periconstruct S.A, dela ciudad de Guayaquil año 2022

Abstract

Abstract: In this research work, it was analyzed the lack of quality management that affects in an integral manner the satisfaction of intern and extern customers of Inmobiliara Periconstruct S.A, there were stablished tree specific objectives: review of the theoretical framework, company ́s actual situation analysis, which were developed under the framework of ISO 9000 Norm that specifies all the applicable requirements on a QMS and the ISO 9001:2015 Norm, for the customer satisfaction and the development of a proposal for sustained success based on ISO 9004:2018. A diagnosis was made through the "Case Study , it was build an diagnosis instrument and it was determined the compliance with the requirements of ISO 9001:2015 level, the results show a accomplishment of 55.83%, placing it at the medium level, it is concluded that by applying the action plans the implementation of the QMS will be achieved, and a strategic diagnosis allowed it to measure its level of maturity and establish an improvement proposal for sustained success based on the ISO 9004 Standard: 2018.