Análisis de indicadores de calidad y desarrollo de una estrategia de mejora para la empresa Fuentes San Felipe de la ciudad Latacunga, Provincia de Cotopaxi, año 2023.

Abstract

Abstract: The present study addresses the analysis of quality indicators and development of improvement strategies for Fuentes San Felipe, a prominent mineral water company in Latacunga, Cotopaxi, in the year 2023. With 109 participants, using qualitative methods and quantitative, which include field techniques, such as surveys and participatory observation. The general objective was to identify areas of improvement in each quality indicator analyzed and propose strategies. Despite limitations in access to internal information, indicators of market acceptance, customer satisfaction and loyalty, and effectiveness in quality management. There is a solid customer base, operational management is efficient, evidenced by the low incidence of problems in the delivery of orders. However, the Presence of dissatisfied customers highlights specific areas for improvement. The proposal of strategies is based on the "Deming Circle" and highlights staff training as a pillar essential. This study not only contributes to achieving the goals of the company Fuentes San Felipe also offers effective quality management practices for other companies in the world. sector.