Elaboración de un manual de calidad basado en la norma ISO 9001:2015 para el área administrativa de la Cooperativa de Ahorro y Crédito Minga LTDA. de la Ciudad de Riobamba

Abstract

In Ecuador, the financial institutions of a popular and solidarity economy are highly important sector. However, due to market competitiveness and high demand, these institutions are compelled to implement strategies that build a competitive edge to enhance the quality of their services. Thus, this Curricular Integration Work aimed to create a Quality Manual based on the ISO 9001:2015 Standard for the Administrative Area of the Cooperativa de Ahorro y Crédito Minga Ltda. in Riobamba City. The methodology applied had a qualitative and quantitative approach with a non-experimental design since variables were not manipulated. The study population was the administrative staff of the entity, through the application of field research obtaining relevant information through techniques and instruments such as an interview with the cooperative’s manager, a survey applied to the workers, and a checklist to determine the level of compliance with ISO 9001:2015. The results showed a compliance level of 31,38% with the standard, with Leadership and Planning requirements presenting a high level of non-compliance due to the absence of a quality policy and objectives for the organization. Based on the guidelines of the ISO 9001:2015 standard, the quality manual was drafted, the processes for administrative management and compliance with the quality management system were characterized, and documentary support was generated using different formats and records that each key process must maintain. Finally, it is concluded that the elaboration of the quality manual ensures the efficient management and control of its processes and avoids the appearance of non-conformities that affect the quality of its services.