Actualización del manual de procedimientos y funciones administrativas para la Cooperativa de Ahorro y Crédito San Miguel de Pallatanga, cantón Pallatanga

Abstract

The purpose of this research project called Updating the Manual of Procedures and Administrative Functions for Cooperativa de Ahorro y Crédito San Miguel de Pallatanga was to strengthen organizational procedures, contributing to the improvement of employee performance and the provision of quality services. The methodology applied was based on a quantitative and a qualitative study as the application of surveys to the collaborators of the institution was carried out along with an interview with the administrative area and the application of a non-participatory observation, and techniques that allowed determining the particularities during the execution of functions and procedures, obtaining the diagnosis of the current situation and evidencing that the collaborators know the manual but do not use it when fulfilling their functions. Therefore, the duplicity and difficulties in the processes of the different areas was determined in the institution, so that it was necessary to update administrative processes and functions of the collaborators to improve the service to clients. The updating of the manual was carried out through the inclusion of new procedures, the preparation of files to carry out procedures and flowcharts processes which seek to strengthen the administrative management to improve the service. For this reason, the institution was recommended to maintain a monitoring system of procedures to identify shortcomings in order to solve the operational processes through a bidirectional communication system to achieve an efficient fulfillment of goals