Diseño e implementación de un sistema de gestión de calidad para el departamento de servicio al cliente de neumáticos de camión de Ecuador de Continental Tire Andina

Abstract

This project proposes to develop a quality management system for the Technical Customer Service department of Ecuador of truck tires of Continental Tire Andina business based on the internal regulation "Output maturity matrix V6 for local Customer Service organization" which was generated by the parent company of the corporation to which this process belongs. The methodology for the development of this quality management system is based on the PDCA cycle, so as to guarantee a focus towards the continuous improvement of its processes. As a starting point, the objectives to be achieved are established in each of the categories of internal regulation. The necessary information was collected for the initial diagnosis, establishing a baseline. Subsequently, action plans were designed based on the development of strategies, procedures and records. In the implementation of the actions, all those related to the requirements of the mandatory category of the internal regulations were executed and priority was given to the actions related to the requirements of the excellent category that could be executed in the short term and with the least amount of resources. With the execution of 63.76% of the actions designed, an internal audit was carried out to verify compliance with the regulations at that time. Finally, the results of the initial diagnosis are compared with the results of the internal audit and the planned goal objectives for each category of this internal regulation.