Modelo de auditoría de gestión para incrementar la eficiencia y eficacia del Departamento de Crédito y Servicio al Cliente de la Cooperativa de Ahorro y Crédito San Jorge Ltda., de la ciudad de Riobamba

Abstract

This thesis is a Management Audit Model to Increase the Efficiency and Efficacy of the Credit Department and Customer Service at San Jorge Ltd., Savings and Credit Cooperative, in Riobamba, thus it intends to issue suitable recommendations reasonable and that contribute to effective development of the activities by improving processes. An inquiry was conducted to the administrative employees, the board of directors and partners of the institution. As a result of the research, it can be suggested the following strategies: to promote the use of management indicators; update the policies and procedures operating processes of credit, an information campaign on products and services and improving care customer. It is concluded that applying this model management audit there will be efficient options to improve gaps generated in the evaluated areas to allow the institution growth. Therefore, the implementation of this model is recommended because it will serve as a supporting tool for the optimal development of the areas evaluated as well as the institution.