Propuesta de un sistema de gestión de calidad basado en la Norma ISO 9001:2015, en una empresa de seguridad privada ubicada en la ciudad de Guayaquil.

Abstract

In the development of this research work, it is sought to improve the quality of each of the internal processes of the ASEVIG CIA company. LTDA., Through of a Quality Management System (QMS) based on the ISO 9001: 2015 Standard, which aims to increase customer satisfaction levels, so by developing an adequate system for the improvement of the company's processes seeks to strengthen the quality of service to users of the entity. The study has been developed to 299 workers of the company ASEVIG CIA LTDA with the purpose of knowing their perceptions regarding the internal processes and quality of the company's service in relation to the Organizational Context, Leadership, Planning, Support, Operation, Evaluation of Performance and Continuous Improvement, noting that each of them are part of the Deming circle or PDCA (Plan, Do, Check and Act). Among the main results obtained, it is highlighted that problems have been evidenced in communication between managers and workers, which denotes a weak leadership on the part of the company authorities, it is also preponderant to point out that in the development of the proposal a system has been designed Quality Management (SCG) based on the ISO 9001 Standard; 2015, in which the corresponding quality policies are determined with which it is sought to promote the improvement of the company's processes and with it, achieve higher levels of customer satisfaction.