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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

Abstract:

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 cbkp_redits in the micro-entrepreneurial cbkp_redits 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 Cbkp_redit department, the interview was applied to the Micro-cbkp_redit 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-cbkp_redit 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-cbkp_redit 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