Diseño de un modelo de gestión de la calidad basado en la Norma Internacional ISO 10002:2014 de directrices para tratamiento de las quejas en las organizaciones, para mejorar la satisfacción del estudiante de la Universidad Técnica Particular de Loja, año 2017

Abstract

This document describes the design of a model for the attention of student complaints, based on the International Standard ISO 10002: 2014 of Guidelines for the treatment of complaints in organizations, with the aim of improving student satisfaction of the UTPL, work developed in the city of Loja, analyzing 15990 procedures attended in 2017, applying deductive, inductive, statistical and synthetic analytical methods; using observation and interview techniques, applying instruments such as the cause and effect diagram, flowcharts and Pareto, through which he identified that 75% of problems in the UTPL are due to administrative and academic issues related to the evaluation process students, generating formalities for requests for grades and requalifications. The proposed model will allow the UTPL to achieve direct benefits in the short term, such as: increasing confidence and student satisfaction, improving the quality of care, optimizing productivity, identifying opportunities for improvement with centralized, reliable information and transparent for use by senior management in decision making.