Propuesta para mejorar la calidad del servicio en las operadoras de transporte mixto del cantón San Miguel, provincia de Bolívar. En base a la NORMA ISO 9001:2015 “caso Cooperativa de Camionetas 10 de Enero”

Abstract

The objective for which this research was carried out was to design a proposal that allows improving the quality of the service in the mixed transport operators of the San Miguel Canton, Province of Bolívar, based on the ISO 9001: 2015 standard CASE "Cooperative of Trucks 10 de Enero”, in order to collect the necessary information, the different research instruments were improved, such as: the survey applied to the members of the cooperative and to the users of the service and the interview applied to the directors of the cooperative in order to know the administrative and operational management considering key elements on quality management, important for the development of the research work. Obtaining as a result that the Cooperative of vans 10 de Enero does not operate under a quality management system, which means that both its management and the quality of service is deficient, in order to correct these shortcomings, the development of the ten requirements was proposed. detailed in the ISO 9001:2015 Standard, mainly determining the weak points of each of its processes and contributing with improvement actions that can increase the levels of satisfaction of customer needs and expectations. For this reason, the implementation of the quality management model is recommended, complying with each of the parameters established by the ISO 9001: 2015 standard, maintaining both administrative and operational quality management