Diseño de un sistema de gestión de calidad basado en las normas ISO 9001:2015 en el área administrativa de la “Cooperativa de ahorro y crédito Prodvisión de la parroquia Salasaca” provincia Tungurahua

Abstract

The objetive of this degree work was to desing a quality management system based on ISO 9001:2015 standards in the administrative área of the Cooperativa de Ahorro y Crédito Prodvisión Ltda., in the parish of Salasaca, province of Tungurahua, to guarantee the profitability margin and improve the corporate image of the entity. For its development, several research methods were used, such as analytical to analyze in a general way the problem of the degree work and the systematic in the decomposition of the same doing in subproblem, also techniques and research tolos were used, such as direct observation to know the main economic activities of the cooperative, an interview to the manager and a survey to the administrative, financial, operative personnel and partners of the financial entity, with the purpose of raising sufficient evidence. As a result, a series of deficiencies were identified: lack of a quality policy, absence of a procedures and functions manual, unfulfilled objectives, and the cooperative lack of quality certification under the ISO standard. As a final result, it became evident that the credit union’s staff is unaware of the quality management system, which is why the financial institution’s management has received complaints from members about por customer service. It was concluded that the COAC “Prodvision” does not comply with the requirements of the quality management system, which affects the corporate image because it lacks quality standards. It was recommended to the highest authority of the cooperative to implement the quality management system based on ISO 9001:2015 to standardize fast and afficient processes for continuous improvement in the entity