Evaluación a los procesos administrativos de la cooperativa de ahorro y crédito San Jorge Ltda., de la ciudad de Riobamba

Abstract

The Savings and Loan Cooperative San Jorge Ltda needs an adequately structured and updated process manual, causing a decrease and weakening in the administrative area; internal control failures were found, generating problems in decision-making. Therefore, this research aimed to evaluate the administrative processes to determine the level of efficiency and effectiveness that allows accurate decision-making. The methodology implemented had a mixed approach, that is, quantitative and qualitative, exploratory and descriptive level of study; the population under study was the personnel of the Institution, fundamental the application of bibliographic and field research to obtain the respective information through methods, techniques, and instruments, among which were the interview directed to the manager of the Institution and the survey applied to all the administrative and financial officers of the Cooperative. Processes were also identified, monitored, and measured through audit-type evaluation questionnaires, where a risk matrix was also applied for each process evaluated. The degree of efficiency and effectiveness was analyzed through management indicators, which made it possible to identify the following findings: noncompliance with the personnel training plan and lack of socialization of the functions manual, making decisions regarding the Cooperative's goals and objectives challenging. In this context, it is concluded that the Institution needs to be adequately using its administrative procedures, which creates a weakness in the entity. Thus, it is proposed to apply the evaluation in its processes as a tool for the analysis of the situation of the Cooperative