Diseño de un sistema de gestión de calidad basado en la norma iso 9001:2015 para mejorar el nivel de satisfacción del cliente en la Empresa Tambos Perú Sac.

• Autores: Chavez Reyes, Lidia Katherine, Huangal Albarran, Katheryn Mishell
• Formato: tesis de grado
• Fecha de Publicación: 2019
• Institución: Universidad Nacional de Trujillo
• Repositorio: UNITRU-Tesis
• Lenguaje: español
• OAI Identifier: oai:dspace.unitru.edu.pe:20.500.14414/13391
• Enlace del recurso: https://hdl.handle.net/20.500.14414/13391
• Nivel de acceso: acceso abierto
• Materia: Nivel de satisfacción del cliente

The main objective of this research was to improve the level of customer satisfaction of the company Tambos Perú SAC, through the design of a quality management system based on ISO 9001: 2015, with strategies such as the SWOT matrix, mapping and interrelation of processes and scope definition. The methodology applied in the research is of a deductive nature, its design was preexperimental, with the population as a whole being the clients of the sales channels and as shown by the customers belonging to the modern channel, since they have relevance in the sales volumes. Where began with the diagnosis of the level of customer satisfaction, this was done through an internal audit applied to the company, which was formulated based on the guidelines of the client of the modern channel, the result of this audit was 53%. Then we proceeded to diagnose the quality management system through the checklist of compliance with the requirements of ISO 9001: 2015, reaching a 23% compliance, which is why it was necessary to design the documented information of each point of the quality management system, procedures were elaborated where it is indicated step by step how to assign resources, functions, responsibilities and control of documents, also formats were elaborated where the activities carried out are registered to demonstrate the tracking and traceability of the same. Likewise, the implementation plan of the quality management system was elaborated detailing the activities necessary for the implementation and maintenance of the quality management system. Subsequently, to compare the results before and after the design of the quality management system based on the ISO 9001: 2015 standard, a satisfaction survey was conducted on a portion of the customers of the modern channel, obtaining as a result 92% representing a growth of 39% before the initial audit. Finally, with the economic and financial evaluation of the implementation proposal of the quality management system, the following economic indicators were obtained: VANE is of s /. 29,120.38, TIRE is of s /. 49.13%; and financial: VANF of S /. 28,441.77, ITRF of 72.19%, which shows that the proposal is economically and financially profitable.