Análisis de la gestión de la calidad acorde a la norma ISO 9001:2015 y desarrollo de una propuesta para su mejora contínua en la empresa Tropicals Shooping del cantón El Pangui, provincia de Zamora Chinchipe en el año 2025

Abstract

Abstract: This study examines how quality management is carried out in the Tropicals Shopping company, with respect to the criteria established by the ISO 9001:2015 standard and detecting the deficiencies that prevent the development of an effective and uniform service. The study used a quantitative and descriptive approach. Customer surveys, an audit-style checklist were applied to review internal processes, and there was also a direct conversation with the manager. All this helped to understand well how the management system works. The results showed clear progress in the commitment of senior management, the presence of mechanisms for address complaints and a real interest in strengthening the organizational culture. But some weaknesses also come to light: problems with documentation, lack of operational supervisión, insufficient staff training and inconsistent procedures. Based on these results, a proposal was formulated to optimize planning, improve process supervision, enrich the customer experience, and encourage sustainable continuous improvement practices that help strengthen organizational performance.