Browsing by Author "Jenny Katherine Arenas Munoz"

Filter results by typing the first few letters
Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    Evaluación de la efectividad del procedimiento PM-PC-GC-001 Captación, fidelización y legalización del servicio de certificación y verificación en NaturaCert
    Jenny Katherine Arenas Munoz; Gissel Dainne Vivas Molina
    This study analyzes the update of the procedure PM-PC-GC-001, “Customer acquisition, retention, and service formalization for certification and verification services” at NaturaCert, which is part of the Commercial Management core process. This procedure plays a key role in customer relationships, operational efficiency, and business sustainability. As the entry point to certification and verification services, its proper implementation is essential to ensure transparent, agile, and trustworthy processes. Although the procedure has been recently updated, there are still opportunities for improvement, particularly in the standardization of activities, enhancement of internal and external communication, and reduction of response times. From an academic perspective, this research applies Strategic Quality Management principles in a real organizational context, contributing to the strengthening of the Quality Management System and compliance with international standards such as ISO/IEC 17065. The methodology includes document review, staff interviews, customer surveys, and internal data analysis, allowing a comprehensive understanding of the process and the outcomes of its implementation. The expected results aim to determine whether the updated procedure generates significant improvements and to propose actions that enhance customer retention, optimize commercial management, and strengthen trust in NaturaCert as a reliable and transparent certification body.