Background:

Preliminary studies in hospital units has detected difficulties that affect the performance of the storage process, low level of information exchange in real time, delays in service due to insufficient use of technologies, lack of staff training accompanied by high fluctuation.

Objective:

To apply a comprehensive quality index for warehouse management, to perfect the storage process in hospital units, as a contribution to the improvement of customer satisfaction.

Methodology:

From the establishment of the comprehensive quality index of warehouse management by dimensions and variables, the main causes that obstructed the service were identified and alternative solutions were proposed. As a complement to the analyses, Pareto and cause-effect diagrams were used.

Results:

The application allowed the systematic evaluation of the process, the increasing in the internal control, the effectiveness of the provisioning of the logistics system in an active way and the increasing in the level of customer service.

Conclusions:

The evaluation of the comprehensive quality index for warehouse management made it possible to identify the nature of the causes of the problems in the warehouse service, at the same time that it facilitated the establishment of a management level as a basis for the improvement of the process.

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