Diseño de un sistema de gestión de la calidad de servicio en la Empresa Almacenes UNIHOGAR, del cantón Riobamba, provincia de Chimborazo, periodo 2017

Abstract

The objective of this research work is to design a Quality Management System for the company “UNIHOGAR STORE" of the Riobamba Canton, Chimborazo Province, and period 2017. It is pretended to use a model based on the standards ISO 9001:2015 standards to the Factory in order to improve its and to know which one is the impact in the services that are offered. To find out how the company is going, a diagnosis was made and then a research design was applied in which some questions were asked for the administrative, quality, budgeting, accounting, service provision and surveys were carried out both to internal and external clients. Within the framework of the ISO 9001: 2015 standard, all the requirements were detailed using tools such as records, so it can be said that this quality management system will help to develop positive activities with the purpose of making a continuous improvement satisfying in the best possible way the needs of the clients and reaching the proposed objectives. And also this system contributes to improve the management of the company to be more efficient and thus achieving the expected growth and development by controlling the internal processes so that they are easy to manage and measure. It is also determined that the company does not establish continuous improvement processes to take actions that correct the errors committed by the company's processes, and especially the process of providing services that is the fundamental part. The work teams must carry out a strategic planning to be able to establish specific objectives, which have to be followed by each process, and be especially linked to improve customer service.