Evaluación del nivel de satisfacción del cliente, para el fortalecimiento y sostenibilidad de la norma NTC 6001 de las empresas Echeverry Compañía Limitada y Vías y Señales S.A.S de la ciudad de Armenia.
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Álvarez Ruales, Diego Fernando | 2015-05-29
In this proposal issues regarding customer satisfaction is, since it is an emotional response from the client before assessing the perceived discrepancy between previous experience, in
anticipation of tangible and intangible property, offering the organization and the true
performance experienced once contact is established and used or approved the product.
This satisfaction is what will influence future relations with the organization and indirectly
allow a recommendation of consumption. The practice measuring customer satisfaction is an
internal practice that stresses the importance of a company dedicated to the quality of its
process, hence the version of the ANSI / ISO / ASQ standard emphasizes the importance of
measuring behavior the same, in order to improve said customer satisfaction.
According to the above mentioned, and for actions that are being deployed in the Ministry of
Economic Development, Promotion activity Enterprise Development, which thus support /
support the strengthening and sustainability of the standard will be made, is vital to determine
the development that has been generated by implementations high quality standards, thus
achieving compliance with quality policies that generate daily a better customer satisfaction.
Thus, understanding the importance of the union of the Colombian state and the private
sector, seeking to consolidate the city of Armenia as a competitive city, generating income to
support the development and economic growth is generated by a linkage the program of
Business Administration, University of Quindio, establishing 870 hours for the development of
the activity, where a support / monitoring / support the strengthening and sustainability of the
NTC 6001 standard is performed.
LEER