Bibliographic citations
Bocanegra, H., Castañeda, S. (2019). Propuesta de un sistema de gestión de la calidad basado en la norma ISO 9001:2015, para aumentar la satisfacción de los clientes de una empresa comercializadora de acero, 2016 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/21171
Bocanegra, H., Castañeda, S. Propuesta de un sistema de gestión de la calidad basado en la norma ISO 9001:2015, para aumentar la satisfacción de los clientes de una empresa comercializadora de acero, 2016 [Tesis]. PE: Universidad Privada del Norte; 2019. https://hdl.handle.net/11537/21171
@misc{sunedu/3015715,
title = "Propuesta de un sistema de gestión de la calidad basado en la norma ISO 9001:2015, para aumentar la satisfacción de los clientes de una empresa comercializadora de acero, 2016",
author = "Castañeda Vera, Silvio",
publisher = "Universidad Privada del Norte",
year = "2019"
}
In the development of this project is the development of the documentary structure of the Quality Management System and implementation guide under the requirements of ISO 9001: 2015 in the company Steel Distributor. Starting from a general diagnosis about how the company is with respect to the evaluation of the standard and its requirements and evaluating the internal factors of the company to obtain the main causes or root causes of the frequent problems of customer service; Some improvements are proposed to the strategic direction seeking compliance with the requirements set by the standard and the specific approach to the raison d'être of it. Subsequently, the current documentation is identified and analyzed, it is inquired about the business operation, its processes and its collaborators, in this way the premise is obtained to start the documentation of its Management System, elaborating the procedures, characterizations, manuals and other required documents by the norm and necessary for the optimal functioning of the company. Then it delivers the implementation proposal with a focus according to the evidence throughout the progress of the project to make it easier to implement in the future. Finally, the impact of the proposal is evaluated based on the costs lost and the financial and economic evaluation of the proposal.
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