Análisis de la gestión de la calidad, acorde a la norma ISO9001:2015 y desarrollo de una propuesta para su mejora continua en la empresa LAMITEX S.A. de la ciudad de Cuenca, en el año 2025

Abstract

Abstract: This paper analyzes quality management at Lamitex SA, a company located in Cuenca, Ecuador, based on the principles established by the ISO 9001:2015 standard. The study focuses on evaluating the quality of processes, products, and customer satisfaction to identify opportunities for improvement and strengthen organizational competitiveness. To achieve this, a mixed-methods approach was applied, using surveys of both customers and the personnel responsible for quality management. The analysis was developed based on the seven principles of the ISO 9001:2015 standard: customer focus, leadership, engagement of people, process approach, continual improvement, evidence-based decision making, and relationship management. Among the main findings, adequate performance in most of the principles is highlighted, although areas for improvement are evident, especially related to training, internal communication, and process standardization. Finally, an improvement plan is proposed to strengthen quality management, increase customer satisfaction, and promote continuous improvement as part of the organizational culture.