Implementation of a quality management system to improve customer satisfaction at P&M Support Company - Trujillo, 2016

Abstract

The purpose of this thesis was to implement a Quality Management System to improve the satisfaction of P&M SUPPORT Company customers in the city of Trujillo in 2016, complying with the quality guidelines of the ISO 9001: 2008. The study population consisted of the collaborators of the company (6) and their clients (20). A questionnaire was applied to the workers to determine their knowledge about compliance of the quality management aspects of the company based on ISO 9001:2008. The results showed that 49.24% affirmed that the company does comply with the guidelines ofthe norm, while 25% expressed that it does not, and the remaining 25.76% did not know whether the company complies with the guidelines of the norm or not. Documentation review techniques and direct observation were also applied through a checklist of requirements of the ISO 9001: 2008 norm, whose results indicated that there was a 67.4% overall non-compliance with the norm. Regarding the clients, a questionnaire was applied based on the SERVQUAL model in order to know their level of satisfaction; in the initial diagnosis, only 57.14% were satisfied. After the results were obtained, the guidelines of the Quality Management System were implemented, and the score of the level of customer's satisfaction was improved and significantly increased by 27.44%, obtaining 84.58% of total satisfaction and being able to place in a "very good level of satisfaction". It was concluded that there is empirical confirmation that quality and satisfaction are two distinct but closely related constructs, and that the improvement of the first one significantly determines the improvement of the second one.