Aplicación de la ISO 9001-2015 al departamento técnico para evaluar la calidad del servicio que ofrece Latevecom Cia. Ltda.

Abstract

The present study is focused on the service area, both the service (product) that the company under study offers to its clientele, as well as the service that the consumer receives in their homes, so that the feasibility of applying the Standard is evaluated. ISO 9001-2015 allowing the company to offer a service that is subject to evaluation. It is important to establish an efficient process for the implementation of ISO 9001-2015, taking into account the aspects indicated in the current applicable legal regulations that allow evaluating the processes in organizations, as is the case of LATEVECOM CIA. LTDA. The general objective is the application of the ISO 9001-2015 standard to evaluate the quality of the service offered. In the research, the qualitative exploratory type was applied to detail the procedures that must be followed within the implementation of ISO standards, applying the bibliographic technique to access scientific articles and books by recognized authors whose information guided the research development; also making the corresponding recommendations for organizational improvement, a situation that will increase its competitive advantages.