Bibliographic citations
Hervias, R., Minchán, L. (2017). Diseño e implementación de un sistema de gestión de calidad basado en la norma ISO 9001:2015 para mejorar el nivel de satisfacción del cliente en una empresa de servicios de mantenimiento [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12364
Hervias, R., Minchán, L. Diseño e implementación de un sistema de gestión de calidad basado en la norma ISO 9001:2015 para mejorar el nivel de satisfacción del cliente en una empresa de servicios de mantenimiento [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12364
@misc{sunedu/3006857,
title = "Diseño e implementación de un sistema de gestión de calidad basado en la norma ISO 9001:2015 para mejorar el nivel de satisfacción del cliente en una empresa de servicios de mantenimiento",
author = "Minchán Huaccha, Lucía Stephanie",
publisher = "Universidad Privada del Norte",
year = "2017"
}
ABSTRACT The objective of this research is the design of a Quality Management System based on the international standard ISO 9001: 2015 in a maintenance service company. Currently the company has not developed any management system in its processes, much less a quality management system, focused on customer satisfaction, which leads to limitations in its performance in the search for new customers within its commercial sector . The hypothesis is put forward, with the implementation of a QMS, it will be possible to improve customer satisfaction, and thereby improve its overall performance. The objective of the research is to analyze the current situation of the company and, through this, to design and implement the Quality Management System (QMS) demonstrating that, through the development, implementation and maintenance of the same, will allow the company to improve the satisfaction of the client. To carry out the design and implementation of the Quality Management System (QMS), the ISO 9001: 2015 standard was used as a tool, from which the six auditable requirements were reviewed and interpreted, out of the ten proposed by the standard, and used of the maturity level tool of the Quality Management System provided by ISO 9004: 2009, based on these, the bases for system design were established. First, the processes directly involved with the service provided were identified. Then an exhaustive analysis of the current situation of the company was carried out, being able to detect the flaws existing in its processes. After identifying the main processes and establishing the baseline of the company, the processes that required it were redesigned to comply with the requirements of the standard. Finally, a Quality Manual and Procedures Manual was prepared, summarizing the entire QMS, the activities to be carried out with their managers, the implementation and audit program for the maintenance of the system. Finally, the conclusions regarding the implementation of the Quality Management System were obtained, within which the hypothesis that the design and implementation of a QMS based on the ISO 9001: 2015 standard will be revalidated will increase the level of satisfaction of the client, since the change in the maturity of the SGC reflects the change that the personnel and the work carried out in the company have gone through. Following are the recommendations for the maintenance of the operation of the QMS, among which it is important to continue with studies of customer satisfaction of the company and to mature with time the system that is currently being managed.
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