Diseño para la implementación de un sistema de gestión de calidad basado en la ISO 9001-2015 y su incidencia en el nivel de satisfacción al cliente en el departamento técnico y prevención de incendios del cuerpo de bomberos de manta, Ecuador.

Abstract

The following research proposal contemplates the implementation of a Quality Management System based on the ISO 9001-2015 Standard, specifically for the Technical Department of Fire Prevention of the Manta Fire Department; this in order to optimize the work and functions that this body is responsible for fulfilling in favor of the population they serve and thus be able to respond effectively to the requests made by the different entities, organizations and companies for their full and safe operation. . With this, it is expected to maintain a standard regulation where inspections that give rise to prevention, safety and industrial hygiene are addressed; as well as promptly respond to emergencies that may arise. For everything indicated, it is intended to make use of qualitative research, so that the actors participate in the entire investigative process, from the diagnosis to the design, implementation and evaluation of the proposal; making use of the interpretive paradigm under an inductive approach and an experimental design that allows describing the step by step to demonstrate or reject the proposed hypothesis, making an analysis of the variables that are considered, together with the relevant dimensions and indicators. For the design of this quality management system for customer satisfaction, the ISO 9001:2015 Standards are analyzed and taken as the main vertex to follow to achieve this culture of efficiency, prevention and quality.