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 Madeyeso S.A en el año 2025

Abstract

Abstract: The present research analyzed quality management in the company Madeyeso S.A. under the ISO 9001:2015 Standard guidelines, with the purpose of developing a proposal for continuous improvement for the year 2025. The methodology applied had a quantitative approach with a descriptive scope through a case study, using documentary review, a satisfaction survey of 40 clients, and a checklist based on the international standard as instruments. The results evidenced a dichotomy in organizational performance: while tangible product quality obtained a high valuation for its materials and finishes, service quality presented critical deficiencies, reflected in 28% non-compliance in delivery deadlines and recurrent post-installation cleaning problems. Likewise, the management system diagnosis revealed significant gaps in strategic planning, leadership, and operational control due to an empirical administration character. It was concluded that customer dissatisfaction with service stemmed from the absence of standardized processes and the lack of evaluation mechanisms. Consequently, an improvement proposal founded on the PDCA cycle was designed, which included the formalization of policies, standardized operation protocols, and supplier evaluation systems to guarantee the competitiveness and sustainability of the company.