Análisis y mejoramiento de procesos aplicando la norma iso 9001:2015: caso de estudio importadora Mora S.A.
Fecha
2018
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad de Guayaquil Facutad de Ciencias Administrativas
Resumen
La Importadora Mora S.A es una comercializadora de repuestos automotrices, donde la interacción de compra y venta con el cliente es uno de los aspectos más relevantes. Actualmente la importadora presenta ciertos inconvenientes en la gestión de sus procesos internos los cuales impiden tener una mayor gestión de la calidad, por esta razón se propone el mejoramiento de sus actividades, con el análisis en base a la Norma ISO 9001:2015. Para obtener mayor información se realizó una entrevista al Gerente General y trabajadores, mientras que a los clientes se le realizaron encuestas mediante cuestionarios, lo cual nos permite tener una mayor visión acerca de la investigación. Mediante el uso de la ISO 9001, se optimizarán los procesos y recursos que se realizan específicamente en el departamento de ventas para una mejor satisfacción de los clientes, la mejora del desempeño operativo, trabajadores comprometidos con el desarrollo de un Checklist con los requisitos de la ISO, y el ciclo Deming (PHVA), adaptando los principios de la norma para que la importadora pueda implementar un sistema de gestión de calidad.
The importer Mora S. A is a marketer of automotive parts, where the interaction of buying and selling with the customer is one of the most relevant aspects. Currently, the importer presents certain drawbacks in the management of its internal processes which prevent a greater management of quality, for this reason it proposes the improvement of its activities, with the analysis based on the standard ISO 9001:2015. For more information, an interview was conducted to the General manager and workers, while the clients were surveyed through questionnaires, which allows us to have a greater vision about the research. By using the ISO 9001, It will optimize the processes and resources that are made specifically in the sales department for better customer satisfaction, improved operating performance, committed workers with the development of a Checklist with ISO requirements, and the cycle Deming (PDCA), adapting the principles of the standard so that the importer can implement a quality management system.
The importer Mora S. A is a marketer of automotive parts, where the interaction of buying and selling with the customer is one of the most relevant aspects. Currently, the importer presents certain drawbacks in the management of its internal processes which prevent a greater management of quality, for this reason it proposes the improvement of its activities, with the analysis based on the standard ISO 9001:2015. For more information, an interview was conducted to the General manager and workers, while the clients were surveyed through questionnaires, which allows us to have a greater vision about the research. By using the ISO 9001, It will optimize the processes and resources that are made specifically in the sales department for better customer satisfaction, improved operating performance, committed workers with the development of a Checklist with ISO requirements, and the cycle Deming (PDCA), adapting the principles of the standard so that the importer can implement a quality management system.
Descripción
Palabras clave
ISO, Calidad, Procesos, Checklist