Manual de funciones por competencias para la Ferretería Su Fortaleza Disensa, cantón Riobamba, provincia de Chimborazo

Abstract

This work aims to create a competency-based procedure handbook for Ferreteria su Fortaleza Disensa (FSFD) in the canton of Riobamba, province of Chimborazo to solve its internal issues, use its resources, boots its economic growth, and improve its activities. To create the handbook, information was collected, and field trips were used. Fifteen employeees were interviewed, and 132 surveys were conducted among the most loyal customers of FSFD. The results showed the hardware store does not have a procedure handbook for the employees to perform their tasks correctly. Therefore, a procedure manual that describes the workplace and the line of authority of each employee was created to solve the organizational structure meeting the hardware store needs. Implementing this handbook will solve its issues so that the enterprise can be efficient. Thus, it will provide better service to customers, suppliers, and its management will be effective.