Sistema de gestión de calidad en base a NTE-ISO/IEC 17025:2006 aplicado al laboratorio de análisis de alimentos de la Prefectura de Bolívar en la calidad en el servicio

Abstract

In order to develop the indispensable procedures for the implementation of a quality management system in the Bolivar Prefectural Food Analysis Laboratory, we worked with two tools that allowed us to know its initial situation, the first related to a diagnosis of Compliance with general requirements for the competence of testing and calibration laboratories based on the NTE-INEN ISO / IEC 17025: 2006 standard, which consists of two sections; Management requirements and technical requirements, the first being the object of study in which it achieved a 12% compliance. The second tool that allowed us to measure the quality of customer service through the comparison between what was expected and what was received was the Servqual survey, in which satisfaction results were obtained around 80%, evaluating 5 elements; Tangible, reliability, responsiveness, security and empathy. On the basis of the results obtained, a quality plan was executed, which allowed to organize the internal operations and generate the necessary documentation to demonstrate the implementation of the quality management system. Once the Quality Management System has been implemented, it is established the need to work on the technical processes in order to start with the procedures for the accreditation of the laboratory, which is why it is proposed to validate the microbiological methods used to Order to guarantee the results issued.