Diseño de un sistema de gestión de calidad basado en la Norma ISO 9001:2008 para la Cooperativa de Ahorro y Crédito San Jorge Ltda., de la ciudad de Riobamba, provincia de Chimborazo, período 2013

Abstract

The research has been developed in the Savings and Credit Cooperative "San Jorge" Ltd., to design a Quality Management System in order to provide processes to achieve efficiency and effectiveness. Through research design based on the requirements of ISO 9001:2008 and the use of research tools the current situation of the cooperative in collaboration with managers, staff and partners was determined. Thus it has been possible to develop the proposal. After conducting the situational analysis, it was determined that the cooperative has not defined the Quality Management System that allows to provide quality services and thus meet the expectations of customers and partners. Considering the needs of meeting the expectations of the partners, it has been proposed the design of a Quality Management System and the Continuous Improvement Process that allows to develop an appropriate organizational culture, improve each of the processes, to achieve competitiveness and generate higher returns.