Estrategia para la Identificación, Seguimiento y Evaluación de la Satisfacción de los Usuarios de la Institución san Andrés Apóstol a partir de los Lineamientos de la ISO 21001 y el Enfoque Customer Experience Strategy

Abstract

This paper presents the significant contributions that the strategic discipline of Customer Experience (CX) has made to customer requirements in accordance with the NTC ISO 21001 standard. These contributions were introduced to the San Andrés Apóstol educational establishment through the 7S strategy. The development process of this study was structured as follows: first, a diagnosis was carried out at the San Andrés Apóstol School to determine its compliance with the 19 customer requirements stipulated in ISO 21001, classifying the results into three areas: strategic, operational, and human. Subsequently, a review of documents focused on customer experience was carried out, based mainly on the work "Customer Experience" by Marcos González de la Hoz. Next, an "input matrix" was developed, in which the customer requirements of ISO 21001 were analyzed. Based on the essential principles of CX, strategies were designed to satisfy these requirements. Finally, the strategies designed were represented using the 7S tool, which facilitated their presentation and understanding by the institution.