The communication and satisfaction of the external client from the quality management system in the Aqueduct and Sewer System of Villavicencio, E.S.P. by Lida Basallo - Greis Mosquera - Juan Carlos Leal
DOI:
https://doi.org/10.22579/23463910.119Keywords:
Complaints, Claims, Level of user satisfaction, System Quality ManagementAbstract
In this paper the relationship between the external client Water and Sewerage Company and feedback it has with the client described , considering the Colombian technical standard ISO 9001: 2008 specifically paragraphs 7.2.3 Customer Communication, 8.2.1 customer Satisfaction, performing a diagnostic entity , analyzing customer perception through the survey of user satisfaction survey and external clients in the development of work , allowing identify situations that hinder communication with the client, determine the means of most used between the client and the company and propose actions to improve the communication entity .
References
Instituto Colombiano de Normas Técnicas y Certificación ICONTEC (2004). Gestión de la calidad. Satisfacción del cliente. Directrices para el tratamiento de las quejas en las organizaciones. NTC-ISO 10002. Bogotá D.C.: ICONTEC.
Instituto Colombiano de Normas Técnicas y Certificación ICONTEC (2005). Sistemas de gestión de la calidad: fundamentos y vocabulario. NTC-ISO 9000. Bogotá D.C.: ICONTEC.
Instituto Colombiano de Normas Técnicas y Certificación ICONTEC (2008). Sistemas de gestión de la calidad: requisitos. NTC-ISO 9001. Bogotá D.C.: ICONTEC.
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Copyright (c) 2020 Lida Bibiana Basallo Barbosa, Greis Alejandra Mosquera Cerquera, Juan Carlos Leal Céspedes
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