Propuesta de mejora del servicio de fumigación de la Empresa "Agrosilva" mediante la metodología PHVA.
Fecha
2021-03-30
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El presente proyecto de titulación tiene como finalidad desarrollar procesos de mejora en la calidad del servicio que brinda la empresa AGROSILVA S.A., mediante la aplicación de la metodología PHVA para lograr el cumplimiento de los requisitos de la Norma ISO 9001:2015. Actualmente la citada empresa de fumigaciones, en muchas ocasiones debe suspender las citas pre programadas, a su vez presenta retrasos en la ejecución del servicio lo que conlleva a quejas de parte de los clientes. Inicialmente, se realiza un estudio de la situación actual de la empresa con relación al Sistema de Gestión de la Calidad mediante la Lista de Chequeo, dando como resultado un 44% en el cumplimiento de los requisitos en base a la norma ISO 9001:2015, lo que evidencia la falta de un proceso de protocolos y la ausencia de una gestión de calidad eficiente; por tal razón se elaboró la propuesta de diseño de un manual de calidad basado en la metodología de Edwards Deming, que pretende mejorar continuamente los procesos, alinearlos y enfocarlos al cliente; reflejándose en el aumento y fiabilidad de los clientes.
The purpose of this thesis project is to develop processes to improve the quality of the service provided by the company AGROSILVA S.A., through the application of the PHVA methodology to achieve compliance with the requirements of the "ISO 9001: 2015 Standard”. Currently the aforementioned fumigation company, in many cases must suspend pre-scheduled appointments, in turn, presents delays in the implementation of the service which leads to complaints from customers. Originally, a study of the current situation of the company in relation to the Quality Management System is carried out through the Check List, resulting in 44% compliance with the requirements based on the ISO 9001: 2015 standard, which shows the lack of a protocol process and the absence of efficient, quality management; For this reason, the design proposal for a quality manual was prepared based on the Edwards Deming methodology, which intends to continuously improve processes, line up them and focus them on the client; pondering on the increase and reliability of customers.
The purpose of this thesis project is to develop processes to improve the quality of the service provided by the company AGROSILVA S.A., through the application of the PHVA methodology to achieve compliance with the requirements of the "ISO 9001: 2015 Standard”. Currently the aforementioned fumigation company, in many cases must suspend pre-scheduled appointments, in turn, presents delays in the implementation of the service which leads to complaints from customers. Originally, a study of the current situation of the company in relation to the Quality Management System is carried out through the Check List, resulting in 44% compliance with the requirements based on the ISO 9001: 2015 standard, which shows the lack of a protocol process and the absence of efficient, quality management; For this reason, the design proposal for a quality manual was prepared based on the Edwards Deming methodology, which intends to continuously improve processes, line up them and focus them on the client; pondering on the increase and reliability of customers.
Descripción
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Palabras clave
SISTEMAS PRODUCTIVOS, FUMIGACIÓN, PHVA, MEJORA CONTINUA