Propuesta de un modelo de gestión comercial para mejorar los procesos de colocación y recuperación de crédito en el departamento de crédito y cobranza de la Cooperativa de Ahorro y Crédito “Fernando Daquilema” Ltda. Matriz Riobamba, provincia de Chimborazo, período 2015

Abstract

This degree work is intended to develop a proposal about business management model in order to improve the placement and credit recovery processes of “Fernando Daquilema” Savings and Credit Union (SCU) from Riobamba, Chimborazo province. The research was qualitative and quantitative of descriptive type and field, the inductive and deductive methods were used as well as techniques such as direct observation, structured interviews and surveys. A study of the level of satisfaction of members who have credit was carried out and the interview was applied to the personnel credit and collection, as a result that 96% of members receive credits immediately, 74% have late payments and 83% of staff (SCU) considers that strategies that apply not improve the laying and recovery in the credit and collection department. In this respect, a management model was proposed by Boston Consulting based directly on the implementation of strategies, to mention some: corporate, communication, placement policies and recovery, process flow charts, training and attracting investment with a budget of $12,715.07, being high impact level, which improves processes in placing loans in order to avoid increasing the default rate which currently stands at 8.09%. It is recommended to analyze the findings in the Credit and Collocation department, review the behavior gradually members as well as implementing the business management model.