Improving customer satisfaction through the ISO 9001 quality management system and quality control design: a case study. (#692)
Read ArticleDate of Conference
July 19-21, 2023
Published In
"Leadership in Education and Innovation in Engineering in the Framework of Global Transformations: Integration and Alliances for Integral Development"
Location of Conference
Buenos Aires
Authors
Montenegro Gutierrez, Edinsson
Aragon Casas, Lucy Gabriela
Abstract
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 ones are proposed according to the standard's requirements. The proposal seeks to improve the ability of the company to provide service that meets customer requirements and consequently increases customer satisfaction. The proposed quality management system also includes the design of mechanisms to monitor the critical quality objectives using statistical control charts. Additionally, a procedure to carry out the continuous improvement of the processes is proposed and presented.