Propuesta de un sistema de gestión de calidad bajo la norma ISO 9001:2015: 2015 para mejorar la satisfacción de los clientes en el restaurante TAXI BURGER.

Abstract

This degree establishes the proposal for a Quality Management system under the ISO 9001: 2015 standard to improve customer satisfaction in the Taxi Burger restaurant, in turn, this research aims to increase and improve operational processes, in addition to provide a continuous vision within the place, such as measurement and feedback on the performance of each of the processes, and thus be able to drive improvement in execution. On the other hand, an investigation of theoretical foundations related to this research was carried out that supports the solution proposal, in order to obtain knowledge about the concepts and standards ISO 9001: 2015, which are tools that help to improve processes and In this way, to be able to certify either in quality standards that helps the restaurant to empower itself of the responsibility it has with the environment to increase its performance, in addition to diagnosing the processes, which were already mentioned previously. The first objective was applied to delve into basic concepts in order to apply them within the investigation, in the same way, necessary tools were used in the quality field, such as survey and interview, the second objective was to identify management problems of the quality in the satisfaction of the clients of the Taxi Burger restaurant in the most critical places. Therefore, in order to improve the processes and know the management in each one, the third objective was applied, which consists of designing a proposal for a quality management model under the ISO 9001: 2015: 2015 standard, aimed at continuous improvement and customer satisfaction.