Bibliographic citations
Mendoza, V., (2021). Implementación de un sistema de gestión de la calidad para mejorar la satisfacción del cliente en Poggione + Biondi Arquitectos, periodo 2016 - 2017 [Universidad Nacional Agraria La Molina]. https://hdl.handle.net/20.500.12996/4759
Mendoza, V., Implementación de un sistema de gestión de la calidad para mejorar la satisfacción del cliente en Poggione + Biondi Arquitectos, periodo 2016 - 2017 []. PE: Universidad Nacional Agraria La Molina; 2021. https://hdl.handle.net/20.500.12996/4759
@misc{renati/244903,
title = "Implementación de un sistema de gestión de la calidad para mejorar la satisfacción del cliente en Poggione + Biondi Arquitectos, periodo 2016 - 2017",
author = "Mendoza Saravia, Vera Lucia Mariana",
publisher = "Universidad Nacional Agraria La Molina",
year = "2021"
}
The present academic work was developed in the company Poggione + Biondi Arquitectos S.A.C. during the period 2016 -2017. The main objective of the research was to present the implementation of a Quality Management System (QMS) based on ISO 9001:2015 to achieve the improvement of customer satisfaction. The initial status of the organization against the requirements described in the international standard was analyzed, and on this preliminary basis it was possible to start with the design of the GSC with the support and participation of all the organization’s partners. The scope of the implementation covered the architectural design service, which is the company´s main process. The methodology of the academic work consisted of interviews with all staff, review of existing information, direct observation, brainstorming workshops, checklist, among other tools. Once the system had been consolidated, the new management tools had been disseminated and trained to the staff concerned. Finally, the use of QMS performance indicators was implemented to measure the evolution of the improvements implemented and to be able to take the respective actions in a timely manner, Thus, it was possible to show the improvement of customer satisfaction through the application of questionnaires, which were applied at the beginning of the implementation and throughout the year, until today, noting a great improvement, from a scale of 1 to 10, being 1 not at all satisfied and 10 completely satisfied, in 2016 an average of 7.3 was obtained among all customer surveys, compared to the score of 8.7 that was obtained at the end of 2017, thus concluding that the objective of the investigation was fulfilled.
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