Diseño de un modelo administrativo para fortalecer el área de servicios financieros de la Cooperativa de Ahorro y Crédito Fernando Daquilema Ltda., agencia Matriz del cantón Riobamba

Abstract

This research is entitled “Administrative model design to firm up the financial service area from the association of savings and credits Fernando Daquilema, main office, Riobamba”. The aim of this work is giving technical guideline to the institution in order to improve the area processes mentioned before. The methodology used was based on surveys applied to all the workers and associates and the elaboration of PEST and FODA matrixes. This allowed to know the current situation of the company and the evaluation established by ISO 9001: 2015 norm. The management is empiric, the service to the associates is not effective and it is quite necessary to get a business pattern based on processes which helps to optimize the resources and eliminate overwork. The proposal is a business pattern to obtain a continuous improvement on service, considering rules to the strategic plan, organization, managing, control and evaluation of all involved activities. As a recommendation, the institution should train the staff all the time, in order to strengthen the area and satisfy all the customers.