Diseño de un sistema de gestión de calidad con enfoque al cliente basado en las normas ISO 9001-201 de Créditos Josué-Matriz sede Lago Agrio.

Abstract

Abstract: This project aims to develop a customer-focused Quality Management System, focusing on improving the service offered by Créditos Josué at its headquarters in Lago Agrio. The company has the resources to invest and expand and seeks to capture market attention and create potential customers. Its industry is the furniture and appliance industry. This project will benefit both its external and internal customers. The proposed system fosters teamwork, resource optimization, and process compliance, enabling more efficient and effective work. Field research was conducted with customer surveys regarding their needs and satisfaction, requirements, and product marketing and sales. ISO 9001-2015 standards were considered for its development. These guidelines allow us to meet quality standards to achieve the organization primary objective: customer satisfaction. The study allowed us to analyze and identify weaknesses in processes that are empirically developed due to the lack of a management system.