Abstract:

The main aim of a Quality Assurance System of a certain organization y to collect and analyse as much data as possible for the elucidation of the efficiency of the management of the processes and operations controlled from the Management Board and the Chief, as a prerequisite for making decisions and effectively designing and implementing new strategies and action for the improvement of their efficiency.

According to the definition given in the ISO10004, ‘One of the key elements of organizational success is the customer's satisfaction with the organization and its products. Therefore, it is necessary to monitor and measure customer satisfaction’. The context of an academic institution like an university school, provides a special environment were the implementation of an Internal Quality Assurance System must be done according to the academic rules and related legislation.

The main objective to this work was to design and implement a system to collect information concerning the satisfaction of different users of the system, such as teachers, laboratory technicians, officers, students, and also recruiters, adapted to the studies of Bachelor / Graduate in Pharmacy at the Complutense University of Madrid.

Some quality indicators were designed and defined according to the standardization of specific rules for indicators like the Spanish UNE66175. All the indicators were measurable and were implemented for the Degree of Pharmacy, classified as satisfaction indicators of students, alumni, assistant personnel and teachers. This system constitute a powerful tool to analyse the organizational success of the studies of Pharmacy.

References:
[1] ISO 10004:2012: Quality management — Customer satisfaction — Guidelines for monitoring and measuring. The International Organization for Standardization
[2] ISO 9001:2015: Quality Management Systems. The International Organization for Standardization
[3] norma UNE 66175: Guía para la implantación de Sistemas de Indicadores (2003)

Keywords:

Customer satisfaction, Quality indicators, Quality assurance.