Diseño de un sistema de gestión de calidad bajo la Norma ISO 9001:2015 para el registro de la propiedad del cantón Zapotillo para el año 2018

Abstract

Abstract: The present work was carried out with the aim of designing a quality management model, under ISO 9001:2015 for the registration of the property of the canton Zapotillo in order to increase user satisfaction and generate standardized processes that allow continuous improvement of the system by complying with the requirements of ISO 9001:2015 and thus providing a quality service for the whole community. For this purpose, an exploratory and descriptive investigation was carried out, using the inductive/deductive and analytical/synthetic methods, a check list was applied to identify the degree of compliance with ISO 9001:2015. In addition, the Serqual (Likert scale) survey was applied, which supported the design of the GSC to demonstrate reliability, Cronbach's alpha coefficient was used. The results show a low degree of compliance with the standard with the total 9%. Finally, the development of the model is proposed as a central axis to enhance the capabilities, processes, requirements and needs presented by users or stakeholders in order to provide a greater service.