Diseño de un sistema de gestión de la calidad basado en la Norma ISO 9001:2008 para la Cooperativa de Ahorro y Crédito “Salate Ltda.”, del cantón Pelileo, provincia de Tungurahua

Abstract

This degree work aims to design a quality management system based on the Standard ISO 9001: 2008 for the Cooperative, Savings and Credit: “SALATE Ltda.” In order to improve customer service and satisfy their internal and external needs. For the purpose, it is implemented, the quality management system based on the requirements and documentation required by the standard and starting from a situational analysis of the cooperative to be bound based on procedures and processes to function properly. The methodology used in this degree work is based on guidelines required by the quality management system ISO 9001: 2008, policies and quality objectives, as well as its certification and it is also used the parameters of the national reality with the support of human talent of the cooperative to obtain results efficiently and effectively. It is concluded stating that the implementation is appropriate in order to optimize resources with the employees in the realization and implementation of continuos improvement proposals and thus have a recognition of members who are the fundamental reason for the cooperative. It is recommended to implement the desing immediately in order to avoid errors in service delivery by taking, complaints and claims by the members to seek immediate solutions and satisfy customers needs.