Ciencia e Ingeniería en Alimentos y Biotecnología

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Author: search.filters.author.Córdova Guambo, Inés VirginiaSubject: search.filters.subject.GESTIÓN DE CALIDAD

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    El Sistema de gestión de calidad según Norma ISO 9001:2008 para la empresa PROAGRIP Cía. Ltda.
    (Universidad Técnica de Ambato. Facultad de Ciencia e Ingeniería en Alimentos. Maestría en Gestión de la Producción Agroindustrial, 2017-01) Córdova Guambo, Inés Virginia; Córdova Suárez, Manolo Alexander
    The present investigation determined the relation between the variables Quality Management Sistem and the client´s satisfaction of Proagrip Cía. Ltda Company, for which a diagnosis of the Company has been made regarding to the Quality Management Sistem by means of a verification list developed according to ISO 9001:2008 Policy requirements, achieving a general fullfilment level of the 12%. From the interview applied to external clients, the results was an 84% of satisfaction in a general way with the products; however, they have a perception of insatisfaction with the complaint management, the quantity and delivery time of the product, comunication quality settings and the staff´s attention. The Company´s value chain procedures were formalized and the Quality Manual was developed, so through a sufficiency audit it reached the 83% of fullfilment with ISO 9001:2008 Policy; which allowed to implement the relevant documentation in accordance to the criteria that influence on the client´s satisfaction, reaching the 88% of external clients satisfied, for which there was a a 4% depletion of unsatisfied client´s.