Elaboración de un sistema de gestión de calidad basado en la norma ISO 9001:2015 para la Cooperativa de Taxis Héroes de Tapi, del cantón Riobamba, provincia de Chimborazo

Abstract

The current research project called "ELABORATION OF A QUALITY MANAGEMENT SYSTEM BASED ON THE ISO 9001:2015 STANDARD FOR THE TAXI COOPERATIVE HÉROES DE TAPI, OF THE CANTON RIOBAMBA, PROVINCE OF CHIMBORAZO", aimed to improve the quality of service and implement management tools that benefit organizational performance, through techniques and data collection instruments such as interview directed to the legal representative of the organization, surveys led to the partners and users of the cab transport service of the canton Riobamba, finally the application of an observation sheet, allowed to obtain the necessary information for the development of the research. Subsequently, an analysis of the current situation was carried out, identifying that the organization does not have a quality management system. In addition, it was possible to find shortcomings such as staff not being trained in customer service and quality service, the absence of a structural organization chart, its work method resisting change, i.e., traditional, does not have an added value for customer satisfaction, does not have an annual operating plan, lack of processes and improvement actions. Therefore, for the development of the proposal, it was recommended to carry out internal audits for the control and evaluation of the processes involved in the provision of service, the result of a SWOT analysis, a structural organization chart, policy, and a quality plan. Based on the above, it is recommended to implement a Quality Management System based on ISO 9001:2015 to obtain efficient results focused on providing a quality service.