Análisis del nivel de satisfacción del cliente externo e interno vs el nivel de conformidad del sistema de gestión de calidad según la norma ISO 9001: 2015, en la empresa Trataguas Cía. Ltda. ciudad de Cuenca, año 2022

Abstract

Abstract: This project studies the level of satisfaction of both the internal client and the external client together with the conformity of the quality management system, based on the ISO 9001: 2015 standard, of the company Trataguas Cia. Ltda. of Cuenca city. The objective of this document is to review the theoretical foundations related to customer satisfaction, management system, and ISO standards, in turn collect information on the different processes of employees and customers, where customer management satisfaction affects. processes, identifying their perceptions, establishing the relationship of the processes between internal and external clients with the quality management system, in turn, yielding results with the weaknesses and deficiencies that the company presents in its organizational culture, to end up suggesting corrective actions. The need to develop this research is due to the departure of clients from the company's portfolio, which is reflected in the budgets, income, profits of the company's balance sheets, reasons that cause concern about its quality improvement in management, and the future of the company in the market.