Bearing in mind that, in the mid-1980s, the global vision of processes began to recover, in order to analyze how they are oriented towards meeting the client, the focus of quality management in service to the client is relatively recent (Peresson, 2007), but it complements in a relevant way the processes that are carried out in the companies and guarantees an improvement in the quality in global terms of the company. It is understood according to the above that a company whose social purpose is the provision of services will have a greater interest in improving this aspect in all its processes. This project is focused on the generation of a Quality Manual for the company Gestiones y Oficios Ltda. Based on the ISO 9001: 2015 standard and supported by its predecessors in order to improve the customer service processes that are carried out within the same company. During the development of the project, it is identified that the company does not have an adequate documentary management of all its processes that allows the constant monitoring and the optimal implementation of a PHVA model for continuous improvement. Additionally, it was established that, although the level of satisfaction of the company's clients is good, there are important aspects that can be improved. The result was the formulation of the quality manual for the company. Palabras Clave: Quality Management, Customer service, ISO 9001:2015