Análisis comparativo de los resultados obtenidos, luego de haber implantado el Sistema de Gestión de la Calidad en las Pymes dedicadas al comercio al por mayor, ubicadas en la ciudad de Quito en el periodo 2009-2013

Abstract

This research is a comparative analysis of the results of implementing the Quality Management System in PYMEs engaged in Wholesale, located in the city of Quito, in the period 2009-2013. The PYMEs engaged in the wholesale of medical equipment and laboratory equipment are those that by the type of products they sell both customers and suppliers require that processes are certified with quality, so that the comercialization complies with the requirements of customer and therefore the satisfaction of the same is achieved, which makes it competitive in the market by the mandatory offer for new and innovative products to them, considering the non-existent competition they have and require the latest technology for handling the products offered. To solve this problem, the deductive method is used since it is based on a general inquiry, coming to determine the specific results they have obtained a sample of PYMEs engaged in wholesale trade of medical and laboratory equipment after application System Quality Management ISO 9001: 2008. Through exploratory research identifies and analyzes the results in terms of efficiency and customer satisfaction that have obtained PYMEs in this sector. The hypothesis relies through this test is that the results of PYMEs located in the city of Quito after implementing the Quality Management System have increased efficiency and customer satisfaction. It is found that the hypothesis is true given that companies in the study have managed to increase efficiency in operations and customer satisfaction, generating an increase in sales after implementing the Quality Management System.