Citas bibligráficas
Montoya, P., (2016). Propuesta de implementación de un sistema integrado de gestión basadas en la normas Global GAP e ISO 9001: 2008 para incrementar la satisfacción de los clientes de la empresa Vivero Los Viñedos S.A.C. [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12403
Montoya, P., Propuesta de implementación de un sistema integrado de gestión basadas en la normas Global GAP e ISO 9001: 2008 para incrementar la satisfacción de los clientes de la empresa Vivero Los Viñedos S.A.C. [Tesis]. PE: Universidad Privada del Norte; 2016. https://hdl.handle.net/11537/12403
@misc{sunedu/3001411,
title = "Propuesta de implementación de un sistema integrado de gestión basadas en la normas Global GAP e ISO 9001: 2008 para incrementar la satisfacción de los clientes de la empresa Vivero Los Viñedos S.A.C.",
author = "Montoya Gavidia, Paulo",
publisher = "Universidad Privada del Norte",
year = "2016"
}
ABSTRACT An explanatory study with pre experimental design, in which a proposal that customer satisfaction is improved company developed was made Vivero Los Viñedos S.A.C. This paper aims to propose the implementation of an Integrated based on the ISO 9001 and GLOBAL GAP Standards Management System to improve customer satisfaction Company Vivero Los Viñedos S.A.C. The proposal comprised a diagnosis of the current situation of the company based on the Checklist of Standards ISO 9001: 2008 and Global GAP, determining the points to be strengthen to improve customer satisfaction in the company. The proposal to implement the Integrated Management System based on ISO 9001 and was designed GLOBAL GAP standards. Policy and quality objectives are propose a process management presented a list of processes, procedures, instructions and formats. Performance indicators to measure the development of each process and its respective area, a necessary IPER to improve the guidelines of Global GAP, thus complying with the points provided to strengthen to increase customer satisfaction nursery Vivero Los Viñedos S.A.C. was propose. The proposal to implement an increase of 67% regarding compliance with the requirements of the ISO 9001:2008 it was achievedand 34% compliance regarding the Standard Global GAP, gaining 80% in compliance with the guidelines of the System integrated Management, compliance with this indicator of customer dissatisfaction of 23% is reduced to 5% thus ensuring improved customer satisfaction company Vivero Los Viñedos S.A.C.
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