Diseño de un sistema de gestión de la calidad basado en la Norma ISO 9001:2008 para la Cooperativa de Ahorro y Crédito “Acción y Desarrollo Ltda.”, de la ciudad de Riobamba, provincia de Chimborazo

Abstract

This research proposes a desing of a Quality Management System based on the ISO 9001: 2008 Standard for the savings and credit cooperative Acción y Desarrollo Ltda. The purpose is to determine the appropriate model to meet the objectives of the entity, which are to raise the levels of satisfaction of its customers. The information obtained was collected and analyzed from all employees of the entity; the next step was to elaborate with this information the documents, records and declarations required by the standard. A follow- up plan was implemented to allow periodic reviews and documented updates of the Quality Manual to be carried out; this includes the management of the company, its commitment to quality, and the administration of human and materials resources. With all the work done plus the management commitment, and the socialization, training and distribution of documents, the entire operational and work structure was duly documented,in order to comply with the requirements of the Quality Standard. It is concluded that the implementation of the Quality Management System in the company will allow to continuously and sustainably increasing the satisfaction of its customers, for higher levels of productivity, profitability and competitiveness. Therefore, the immediate application of the proposal is recommended.