Importancia de la aplicación de un sistema de gestión de la calidad para las pequeñas y medianas empresas (Pymes) Importance of quality management for small and medium businesses (Pymes)

Abstract

Quality is an essential factor in organizations driving competitiveness in small and medium enterprises (SMEs), the challenges they face when implementing a Quality Management System (QMS) may be due to different visions of the results to be obtain from such system. The objective of this study was to determine the importance of implementing a QMS in a medium-sized company in the city of Guayaquil, Ecuador, using the indicators established in the ISO 9001:2015 standard as a reference. Bibliographic research was use to study its evolution over the years, and field research was used to gather information from the company's employees. A mixed approach and descriptive research type was used, being the technique used the survey and the instrument the questionnaire, applied to 31 employees being 100% of the population. It was determined that all employees consider the implementation of a Quality Management System important in terms of indicators such as time savings, process efficiency, service excellence, improvement of competencies at national and international level, as well as the opportunity to chart the company's course. Managers and administrators gave a higher percentage to very important and important, because they have more opportunities to have information about Quality and the Quality Management System. It was conclude that, through the application of the survey it has been possible to identify the importance of implementing a QMS based on the ISO 9001:2015 standard