Modelo Lean Service en el proceso de servicio al cliente, de la Cooperativa de Ahorro y Crédito San Francisco Ltda., ciudad de Ambato, en el período Enero-Abril 2017

Abstract

Customer service at the level of Ecuador's savings and credit cooperatives is not being handled in a timely manner because it is observed that financial services require trained personnel, to provide quality services with speed and consistency, with a clear vision of the future and generate an image of high reliability thus enhancing the loyalty of its partners, within this case analysis was proposed as a purpose, to evaluate the problem detected, such as inefficiency in customer service operations, the Cooperative of Savings and Credit San Francisco Ltda., in the city of Ambato, during the period January-April 2017., so that the members and users of this area, have not been pleased with the service received. The methodology used for the present study is conformed by the qualitative approach, because the data collection has been about the characteristics of the variables, without the significant use of numerical data; however, quantitative data were used to verify the hypothesis, the modality used is this field research, because the information was developed in the institution and its different agencies; for the theoretical conceptual development of the study variables, such as: books, journals, scientific articles among others; In addition, the correlation level was used, since the study determined the relationship between quality processes and customer satisfaction. The data collection plan is represented by the application of an investigative instrument called the survey and by means of the questionnaire technique, the same that was applied to the institution's officers and partners. As a general conclusion it was determined that the customer service is mostly deficient due to the excess of waiting time generated for each process. For all of the above, a Lean Service model was proposed as the solution that served to detect bottlenecks within the customer service threads, it was detected that the process that generated the biggest problem was the opening of accounts, since the lapse of time generated a delay and costs to the entity, so it was proposed a matrix of time reduction and optimization referring to the quality, efficiency and level of service in the operations of this area, as well as a reference for other entities and used this model as a tool to measure the level of satisfaction, services and agility in the cooperative sector of the city and province.