Improving customer satisfaction through the ISO 9001 quality management system and quality control design: a case study

Montenegro E.; Aragón L. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2023)

Resumen

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.

Instituciones: Pontificia Universidad Católica del Perú