Propuesta e implementación piloto de un modelo de gestión para la calidad de los procesos: servicio al cliente y gestión de reclamos basado en las normas ISO 2001:2015 e ISO 10002:2018, para la empresa Copiadora Ecuatoriana Cía. Ltda. – Grupo Ecuacopia

Abstract

Quality management in customer service is a tool that entails great challenges for companies of all kinds. That is why the present study was based on defining a management model for the quality of customer service and claims management based on the ISO 9001: 2015 and ISO 1002: 2018 standards, in addition to the implementation of a pilot of this model for the company Copiadora Ecuatoriana Cía. Ltda. - Ecuacopia Group. To achieve this goal, an extensive bibliographical review was proposed on the norms related to management models in customer service, as well as an analysis of the current situation of the company within the marketing area. After this part, the proposed model was established, which focused on the management of complaints, suggestions and claims. Subsequently, a pilot of this system was applied thus obtaining favorable results that managed to contribute towards a clear improvement of all aspects concerning customer service for the company under the study.