Diseño de un sistema de gestión de calidad basado en la Norma ISO 9001:2008 para la Empresa Hotelera Arguello Altamirano Costales C.A., de la ciudad de Riobamba, provincia de Chimborazo

Abstract

The purpose of this research work is to design a quality management system based on ISO 9001:2008 standard for the hotel company Arguello Altamirano Costales C.A., to improve their management and customer satisfaction. The hotel company Arguello Altamirano Costales C.A., is a quality organization to implement the requirements covered by this research with guidelines and procedures systematically applied, thereby reaching a position of service and organization. To this end it was conducted a research design and we determined through the diagnosis of the current situation parameters administrative task, and the lack of the requirements of the standard, this led to design the Quality Management System through macro processes, polices, manual quality and continuous improvement of its essential activities. The methodology explained in this research, has proved to be effective to achieve the implementation and certification of QMS ISO 9001:2008 in our national reality, considering the personnel necessary to get the results. It is conclude that Quality Management system, represents an opportunity for improvement in the management of service providers unlike the previous version of the standard, whereas a high-quality companies with purely empirical management systems currently exist I our country this becomes the greatest difficulty for success.