Implementación de la metodología 5S de la calidad, en el Bazar y Papelería Christopher para la mejora de la atención al cliente.

Abstract

The purpose of this project is to implement the 5S quality methodology, applying customer satisfaction measurement techniques in Bazaar and Stationery Christopher. The methodology of the project is correlative, which determines the relationship between quantitative and qualitative variables, within a study population of 4,500 customers who frequent the commercial premises, where a total sample of 194 customers was obtained. The application of the 5S of quality will allow the improvement of stationery, on issues of order, cleanliness, customer service, guiding them before, during and after the sale, and even in after sales service, as a result of that you get your loyalty, avoiding customer loss and generating positive referrals. The information was obtained through surveys in order to know the satisfaction, and exceed customer expectations.