Análisis de la gestión de la calidad, acorde a la Norma ISO 9001:2015 y desarrollo de una propuesta para su mejora continua en la empresa Terminal Portuaria de Manta, en el año 2025

Abstract

Abstract: The present degree work analyzes quality management at the Terminal Portuaria de Manta in accordance with the ISO 9001:2015 Standard, addressing the problems of internal process disorganization, lack of standardization, and low levels of customer satisfaction that affect organizational competitiveness. The general objective of the research was to diagnose the current situation of the management system to develop a comprehensive proposal for continuous improvement projected to the year 2025. The methodology employed had a quantitative approach with a descriptive scope under the case study modality, using analytical and deductive methods; for data collection, audit checklists, interviews with managers, and customer satisfaction surveys were applied. The diagnosis results showed only 42% compliance in the Quality Management System and a customer satisfaction rated as neutral, highlighting critical bottlenecks in vehicle flow and communication. As a solution, a proposal was designed that includes the implementation of a digital appointment scheduling system, the creation of a customer experience department, and the establishment of a Quality Committee. It is concluded that the adoption of this plan will allow transitioning from a reactive to a preventive model, optimizing operational efficiency; likewise, it is recommended to prioritize change management and intermediate leadership training to ensure the system's sustainability.