Evaluación a los procesos de calidad en la gestión de la COAC Fernando Daquilema Ltda., matriz Riobamba, provincia de Chimborazo, con aplicación de la Norma ISO 9001:2015

Abstract

This research evaluates the quality processes in the management of the COAC Fernando Daquilema Ltda., Matrix Riobamba, Chimborazo province, with the application of ISO 9001: 2015; its purpose is to improve processes with efficiency and effectiveness in operations. Information concerning to the credit processes, payment management, fixed term and savings was collected for the research, the evaluation of the processes was conducted in three parts: the first is general information, processes and map of processes, second the application of the check list section eight and the elaboration of the flow chart, the level of compliance with the requirements is fifty-two percent. The above influenced in the determination of non-compliance with the aforementioned standard, which reflects the weaknesses of the staff by not having the appropriate profile for segment one, the poor recovery of past due loans, employees don`t apply the credit manual, they don’t have a physical security policy in handling customer information. In this context, it is recommended that the strategies for the recovery of past due loans be reviewed in order to reduce late payment, also carry out a work plan in order to verify the causes of non-compliance in each of the sections and thus ensure that the performance of the processes within the cooperative is not affected.