Análisis de impacto de la satisfacción del cliente con la implementación de un sistema de gestión de la calidad bajo Norma ISO 9001, en las áreas de atención al usuario en entidades públicas del Distrito Metropolitano de Quito en los períodos 2015 al 2017

Abstract

The main purpose of this research is to analyze and learn from customer satisfaction the impact of the implementation of a quality management system under the ISO 9001 standard, in the areas of customer service in public entities of the Metropolitan District of Quito. Among the Quality Management Systems widely used by organizations worldwide is the ISO 9001 standard that, according to what the ISO International Organization for Standardization (sf) has defined, is to provide some benefits in its implementation standing out among the most important: the assurance of efficient commercial operations, increased productivity and guidance for organizations to access new markets. The implementation of a quality management system under the framework of ISO 9001 standard, in the areas of customer service in public entities is trying to find a new way of managing quality in an organization. This means the systematization of actions to implement, control and improve processes aligned to quality standards, this does not mean that everything that has been done so far is wrong, public institutions have matured and improved but this is a process that needs more time to reach international standards of excellence.