Diseño de un modelo de gestión basado en el Balanced Scorecard para la Cooperativa de Ahorro y Crédito Riobamba Ltda., oficina matriz, de la ciudad de Riobamba, provincia de Chimborazo

Abstract

This research work focuses on the Design of the Management Model in the Balanced Scorecard applied to Cooperativa de Ahorro y Crédito Riobamba Ltda., Riobamba canton, Chimborazo Province. The aim of this study was to improve internal communication and process development for decision making. The research work focuses on a methodological study employing instruments such as questionnaires and interviews; which allowed to obtain true and enough information for the Model design. The instruments were applied to management and operative staff, and entity partners, aiming to solve real problems of the Cooperative, being the most relevant: lack of a Management Model, lack of an internal communication system and inadequate control and supervision of activities. Through this study, the need to create a Management tool to improve the entity’s administration was detected, which involved 9 phases starting with the organizational study, situational diagnosis, strategic action field, strategic map, indicators, operational plan, follow up, guidelines and impacts, which gave a strategic focus to this research work. The results focused on fulfilling the vision through objectives, goals and strategies which were evaluated through plan and processes; in this way, the Cooperative will improve its administration and operation. It is recommended to implement this Management Model based on the Balanced Scorecard to obtain better profit results, customers, human talent and internal processes.