Quality Management Systems by integrating constumer’ experience

Abstract

This paper studies the Quality Management Models, emphasizing the weaknesses of ISO 9001 in the current context and evaluating the need to incorporate improvements to these systems. From the studies carried out, it was possible to demonstrate the results of the models to optimize the customer’s experience. This research also allowed incorporating improvements to the Quality Management System implemented by the International Standard ISO 9001: 2015, with aspects of the most used Customer Experience Models, in order to achieve measurements and controls capable of providing critical information on the performance of the processes and facilitate decision-making in those related to the services currently provided as well as for the implementation of new ones.