El sistema de gestión de calidad basado en la normativa ISO 9001-2008 y la satisfacción de los clientes en las empresas asociadas a la Cámara Nacional de Calzado (CALTU) de la ciudad de Ambato

Abstract

With the process of globalization, companies face the problem of meeting quality standards and improving their management, due to the demands of export markets or customer demands, which requires implementing and certifying a quality management system. The subject is analyzed in order to identify how the quality management system based on the ISO 9001-2008 regulation influences customer satisfaction, considering that the country is currently experiencing a financial crisis aggravated by a number of companies Which offer products if they meet quality standards. The project was based on the descriptive and field research, considering 6 companies associated to the CALTU, of which 3 have ISO 9001: 2008 certification and 3 lack it, a survey was applied to them, allowing the conclusion that Certified companies have achieved greater customer satisfaction and recognition in the market. That is why it proposes a diagnostic model of the control of quality management for the companies associated with the CALTU, with the purpose of strengthening industrial development as a competitive tool.