Propuesta de un diseño de Sistema de Gestión de calidad ISO 9001:2008 para la matriz de la Cooperativa de Ahorro y Crédito Riobamba Ltda., de la provincia de Chimborazo

Abstract

The following thesis is a proposal for a quality management system design under ISO 9001:2008 (International Organization for Standardization) which has been devised at the main office of cooperativa de ahorro y crédito Riobamba Ltda., in the province of Chimborazo. The purpose of this investigation is to improve the process and fulfillment degree of service requirements offered by this institution. In order to carry out this investigation, an analysis of the present situation was developed by means of observing techniques and services given to associates and the personnel of this corporation. This activity helped determine that the associates are not satisfied with the COAC (cooperativa de ahorro y crédito) Riobamba Ltda. services because of the following reasons: The corporation personnel lacks appropriate training, infrastructure is narrowed for developing all activities, lack of an optimal security system; procedure manuals are outdated, scarce communication among the members, lack of document and file control, lack of given service tracing, high complains and claims index, outdated operating system data base. The quality management system provides the employees with the opportunity of using important tools to sustain the various processes which allow the associates standardize all activities with the purpose of giving appropriate service by which it is possible to satisfy the associates´ needs; the fulfillment of ISO 9001:2008 standards and quality culture, work philosophy based on the following parameters: motivation, training, team work, communication application among processes and areas, so that the organization can maintain a competitive behavior in the market, this way the objective can fulfill the associates´ requirements more effectively and efficiently. It is recommended that all processes be documented because they constitute the system base of quality management which, by the same token, can be implemented by the organization if it considers being opportune.