Plan de mejora continua de la atención al cliente en la Cooperativa de Ahorro y Crédito Rey David Ltda., de la provincia de Tungurahua, cantón Ambato, periodo 2017

Abstract

The objective of the following investigation is to make a plan for a continuous improvement of the customer service in “Cooperativa de Ahorro y Crédito Rey David Ltda.” (trade union), in Tungurahua province, Ambato canton. All the information gathered was collected in the facilities of this trade union in order to have a general knowledge about the customer service procedures in the different areas of this establishment. Through observation, the authors could find out how all the activities concerning customer service work. In the same way, an interview was applied to every area manger which gave us the opportunity to access how the lack of a plan for a continuous improvement impacts internally. Also, the interview applied allowed to know the satisfaction level of the partners concerning the customer service provided in this trade union. This is a key factor, due to the fact that nowadays these institutions compete for the readiness and speed of the transactions in order to have a satisfied customer. Most people never complain when they are inefficiently treated, this tendency increases because the trade union’s authorities never get to know these issues. This way, this problem goes on and is never solved. Within the proactive framework a continuous improvement model based on the Deming Circle was developed. This allowed to stablish the necessary measures in the institution to improve customer service because the results of the actions implemented can be assessed periodically. In such a way, the effectiveness of the procedures applied can be assessed and new actions adopted if necessary, to provide a customer service based on quality. Also, it is recommended periodically check the complaints box in order to deal with the problems stated by the partners and give a proper response to them.