TY - GEN
T1 - Mejora de la satisfacción del cliente a través del sistema de gestión de la calidad ISO 9001 y el diseño del control de la calidad
T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
AU - Montenegro, Edinsson
AU - Aragón, Lucy
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023
Y1 - 2023
N2 - In this study, a quality management system based on the ISO 9001 standard is proposed for a company that faces the challenge of providing a better quality of service in the face of increased competition. New processes and improvements to existing processes are proposed according to the requirements of the standard. The proposal seeks to improve the company's ability to provide services that meet customer requirements and consequently increase the level of customer satisfaction. The proposed quality management system includes the design of the mechanisms to monitor the critical quality objectives using statistical control charts. In addition, the proposed procedure is presented to carry out the continuous improvement of the processes.
AB - In this study, a quality management system based on the ISO 9001 standard is proposed for a company that faces the challenge of providing a better quality of service in the face of increased competition. New processes and improvements to existing processes are proposed according to the requirements of the standard. The proposal seeks to improve the company's ability to provide services that meet customer requirements and consequently increase the level of customer satisfaction. The proposed quality management system includes the design of the mechanisms to monitor the critical quality objectives using statistical control charts. In addition, the proposed procedure is presented to carry out the continuous improvement of the processes.
KW - ISO 9001
KW - Quality management system
KW - continuous improvement
KW - quality control
UR - http://www.scopus.com/inward/record.url?scp=85172384167&partnerID=8YFLogxK
M3 - Contribución a la conferencia
AN - SCOPUS:85172384167
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
PB - Latin American and Caribbean Consortium of Engineering Institutions
Y2 - 19 July 2023 through 21 July 2023
ER -