Diseño de un sistema de gestión de calidad según los procesos de gestión en base a la Norma ISO 9001:2008 para la Cooperativa de Ahorro y Crédito “Minga Ltda.”, matriz Riobamba con fines de mejoramiento e innovación

Abstract

This thesis “Design of a quality management system according to management processes based on de standard ISO 9001:2008 for Savings and Credit Cooperative “Minga Ltda” matrix Riobamba, for purposes of improvement and innovation” , the objective is to insert the processes that are handled within the cooperative on a quality management system that allows continuously Improve and innovate. Many processes and procedures are handled in the cooperative, but empirically it does and those that exist are not defined so as to allow feedback, which becomes a major problem. Research plans to respond through the standardization of processes, this will benefit the cooperative, to simplify then and know how they are managed in different areas. The methodology is based in the inductive method, which is a process of logical reasoning in which starting from the observation of particular cases is widespread and reaches the end, it is applied to determine existing processes starting from the micro processes to macro processes, like the deductive method which is a process that allows to discover principles, definitions, rules from which is analyzed, synthesized, and demonstrated widespread, with processes and procedures that were determined to be applied in the cooperative an points to be improved is located. In the research were obtained some results that detached the diagnostic quality, which was made by area, starting with the administrative in which the mission, vision, was identified to be updated were obtained, in terms of organizational structure, objectives and regulations, it was determined that they are consistent with the activities taking place in the cooperative, in relation to the financial area through the analysis of the main indicators was known that the cooperative has had since its inception steady growth which has continued to provide stability. Finally through organizational assessment and quality of savings and credit Cooperative “Minga Ltda” Is included that there are several points to be improved in terms of quality and implementation of a continuous improvement process that allows presenting a new philosophy of the quality of the cooperative.