Diseño de un sistema de gestión de calidad aplicando la norma iso 9001:2008 para la concesión de créditos micro empresariales en el banco solidario sucursal Latacunga
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Date
2014-01
Advisors
Journal Title
Journal ISSN
Volume Title
Publisher
Ecuador: Latacunga: Universidad Técnica de Cotopaxi (UTC).
Abstract
El objetivo que fundamentó el tema de investigación propuesto se enfoca en el desarrollo
de un sistema de gestión de la calidad aplicando la Norma ISO 9001:2008, con la finalidad
de mejorar la concesión de créditos en el área de micro empresariales en el Banco Solidario
sucursal Latacunga.
El trabajo de investigación se ha desarrollado a través de la modalidad no experimental
buscando observar el fenómeno analizado en su contexto natural, permitiendo así hacer un análisis. Para la aplicación de este mecanismo se utilizó las técnicas de encuesta y
entrevista a la población involucrada; es decir a los 16 empleados del departamento de
Créditos micro empresariales.
Description
The objective that was the foundation of the proposed investigative theme focuses on the
development of a quality management system applying the ISO 9001:2008 Standards, with
the aim of improving the concessions of credits in the micro-entrepreneurial credits at the
Solidario Bank, branch Latacunga.; the investigative has been developed be means of the
non-experimental modality attempting to observe the phenomenon analyzed in its natural
context, which facilitates to carry out an analysis. For the application of this mechanism,
the survey and the interview techniques were used for the involved population; that is 16
employees of the Credit department, the interview was applied to the Micro-credit Manager
and the survey with a structured questionnaire, which was carried out to the employees of
the previously mentioned department, through the study, it was to possible to define how
most of the staff of the micro-credit does not know the mission of each position which they
are in charge and the essential activities to be performed, as well as the duplicity of tasks,
being careless about long-term activities, the realization of this study has allowed to have a practical and applicable instrument for the Micro-credit area, which will allow to
implementing a quality management system, allowing facilitating behavior patterns that
influence in the client satisfaction, costs reduction, efficiency on the operations and the
improvement of relations between the staff and suppliers
Keywords
GESTIÓN DE CALIDAD, POLÍTICAS DE CALIDAD, CADENA DE VALOR, CARTERA DE SERVICIOS
Citation
Sánchez Barreno Verónica Alejandra (2014) Diseño de un sistema de gestión de calidad aplicando la norma iso 9001:2008 para la concesión de créditos micro empresariales en el banco solidario sucursal Latacunga. UTC. Latacunga. 152 p.