Diseño de un sistema de gestión de calidad bajo la Norma ISO 9001:2008 para la Cooperativa de Ahorro y Crédito “Empresa Eléctrica Riobamba”, provincia de Chimborazo

Abstract

present investigation is a quality management system design in accordance with ISO 9001:2008 regulations for the “Empresa Electrica Riobamba” Credit Union located in the province of Chimborazo. It will support the standardization approval of the internal processes particularly in the credit area since it is the key of success for every financial institution. Besides, the quality handbook will be based on it. Therefore, this institution will be competitive and stay in the market longer. It was necessary to know the important theoretical aspects in detail to be used in the quality management system development. The deductive, inductive, analytical, qualitative and quantitative methods were used to work under standardized processes. Therefore, the resources can be improved and optimized to assure the partners` trust and to meet its customers` needs because of the customer increase. That is why, its processes must be improved. The quality handbook will be a pivotal tool for this institution as the planning, organization, management, and monitoring will make easier to determine the best way to reach the long, medium, short term strategic goals. The customers` satisfaction level will be increased using the quality handbook, which is done complying regulations; restrictions specified opportunely will be included as well. Furthermore, the quality standard procedures with their registers and reference documents are established to work under standardized parameters focused on improving processes permanently to meet customers` needs.