Diseño de un sistema de gestión de calidad conforme la Norma ISO 9001:2015 para la Cooperativa de Ahorro y Crédito Sumac Llacta Ltda., de la ciudad de Riobamba para el año 2019

Abstract

This research allows to design a management‘s system of quality based on ISO 9001:2015 standard, through the integral study of the new administrative currents, to standardize the processes for this year in the Cooperativa de Ahorro y Crédito Sumac Llacta Ltda, in Riobamba city. This study details and defines functions and procedures by means of a continuous organizational improvements in order to control the efficient use of company resources. Simultaneously, using the SWOT situational analysis and the interpretative work of surveys applied to the internal and external customers’ population, it was confirmed that being at the forefront and obtaining international quality parameters strengthens the institution with notable improvements not only in one specific area but rather in its general context. Ultimately, the preparation of a quality manual in accordance with the requirements of ISO 9001: 2015 standard, will serve as a guiding instrument, since it will work with indicators to anticipate possible scenarios of the Ecuadorian market, achieving effective and efficient processes, to provide better care to internal and external customers via financial products and services that meet high quality standards.