Gestión de la calidad como estructura del desempeño operacional en el sector Cooperativo Financiero del segmento cinco de la provincia de Chimborazo

Abstract

The present investigation is aimed to determine the documentary structure through a model of relations between the elements of quality management (QM) and organizational performance (OP), as well as the effect on the satisfaction of the internal client (SIC). The study started from theoretical conceptual theoretical support, through a definition of categories, hypothesis of research or departure and the pointing of variables. Subsequently, a methodology was proposed that coexisted with a qualitative and quantitative approach, the method was inductive and deductive, exploratory, descriptive and correlational; Analyzed factorially through Checklist techniques for further analysis of variance by means of ANOVA using a design of experiments with completely randomized blocks, which obtained an Fc (Fisher Calculated) = 74.2. The population was 52 Savings and Credit Loans belonging to the Cooperative Financial Sector segment Five of the province of Chimborazo, located within the 10 cantons and 61 parishes, which reached an α (Cronbach) = 0.987. The quality management model (QMM) was determined by designing a structure documentary suitable and according to the needs of the sector and driven mainly by a quality manual (SCF-MC-01) with ten points of application, then ten procedures were raised, within which is a joint Balanced Scorecard procedure (BSC), to achieve short, medium and long term results.