Diseño de un sistema de procesos en el área crediticia de la Cooperativa de Ahorro y Crédito Riobamba Ltda agencia Chunchi

Abstract

In this study, a processing system was designed for the credit department at Cooperativa de Ahorro y Crédito Riobamba Ltda in an agency located in Chunchi, which is in charge of the financial intermediation among cooperatives, in order to generate an organizational change to achieve high levels of efficiency. The identification of the main problems was carried out through the application of research techniques and instruments such as the direct observation, a survey applied to the staff and an interview with the agency coordinator, in order to collect reliable information about the current situation of the company. It was determined that the institution applies a functional administration system with the following findings: absence of information about processes related to immediate credits, non-existing updating credit processes during 8 years. In addition, it can be observed a 71% of deficiencies in terms of organizational culture to carry out team work and a 57% referring to resource management. This proposal contains a process handbook which is made up with a process map, file, process flow, indicators with their documented file. Therefore, it is concluded that, based on this study, this processing system has proven to be an organizational way to generate value for internal and external customers. It is recommended to apply this proposal, as it will allow to achieve efficiency, organizational improvement and customer satisfaction.