Diagnóstico de los procesos de la empresa ESLIVE S.A. y diseño de un modelo de gestión de calidad para la mejora del servicio al cliente.

Abstract

This research work aims to evaluate the processes of the company ESLIVE S.A. with a specific focus on the DINATEK agro-industrial marketing area and from this design a quality management model under the standards of ISO 9001: 2015, the company's business turn is the sale of agricultural, industrial, aquaculture machinery and after-sales technical service, it is located in the cities of Guayaquil, Quito and Machala. To carry out this research, data collection techniques have been used based on surveys of internal and external clients, whose purpose is to analyze the main processes within the turn of the business and above all identify the strengths and opportunities that the company has, assessing the satisfaction of its customers. The results of the surveys and the analyses performed are framed under the following edges: preparation, parameterization, implementation and monitoring, internal audits, improvement and management review. Finally, the development of the proposal is carried out by designing a quality management model based on ISO 9001:2015, maintaining the company's current structure and relating the requirements to comply with the standard for the company to execute its processes with the necessary quality criteria offering maximum satisfaction to its customers.