La Gestión de la calidad influye en el nivel de Satisfacción de los clientes en la empresa PLASTIDEREK

Abstract

PLASTIDEREK is dedicated to the distribution of multiple kinds of plastic products and massive consumption products of several brands, having the exclusive distribution of the brand Pañalin, which is its main source of income. PLASTIDEREK is currently having difficulties with customer service and customer loyalty. This research project had analyzed in detail the quality management process, mainly focused in customer service in order to satisfy customer needs because nowadays the quality of service that customers receive is fundamental for a company´s success. It´s important to emphasize that PLASTIDEREK had been managing, in an empiric manner, all processes without any quality standard which could therefore lead to real customer satisfaction. The results of this research project allow establishing the strengths of this company so it could continuously improve customer service process. This research project used qualitative and quantitative surveys and their main target were the company´s external clients, which allowed improving processes with an appropriate methodoly. To conclude, an improvement in customer service processes is suggested through a methodology that uses Kaoru Ishikawa´s tools which allow establishing in a clear and efficient manner where exactly the problems are and which are the possible solutions to improve effectively customer satisfaction, thus surely benefiting the company and customers.