Diseño de un Sistema de Gestión de Calidad basado en la Norma ISO 9001;2008, en el GAD Municipal del cantón Suscal, provincia del Cañar, periodo 2015-2016

Abstract

The proposal of this degree work is “To design a Quality Management System based on the ISO Standard 9001:2008 for the Municipal GAD – Suscal canton, Cañar province, period 2015-2016” to standardize procedures and processes of quality service, improve customer attention and satisfy internal and external needs. The methodology at work is regulated on the basis of requirements of ISO Standard 9001:2008, its policies and quality objectives, as well as interviews and surveys to the administrative staff of the institution in order to get efficient results. It is concluded that development of Quality Management System is crucial in order to optimize resources and the application of a continuous improvement, in order to get recognition of citizenship, which is the primary reason of the institution. It is recommended, to implement and update the proposed design, in order to avoid errors in delivering services, taking complaints and claims from the community, to find immediate solutions and satisfy citizenship needs in design and expectations.