Ingeniería en Sistemas, Electrónica e Industrial

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Author: search.filters.author.Ochoa Castillo, Christian AndresSubject: search.filters.subject.GESTIÓN DE LA CALIDAD

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    Análisis de la gestión de calidad para el área de captaciones en la Cooperativa de Ahorro y Crédito “La Floresta”, basado en la norma ISO 9001:2015
    (Universidad Técnica de Ambato. Facultad de Ingeniería en Sistemas, Electrónica e Industrial. Carrera de Ingeniería Industrial, 2024-08) Ochoa Castillo, Christian Andres; Morales Perrazo, Luis Alberto
    La Floresta' provides non-profit financial services, offering a wide range of products to its client portfolio. The internal problem of the entity is the lack of documentation of processes and outdated records. Therefore, this research focuses on determining the level of compliance with quality control based on the ISO 9001:2015 standard to initiate the accreditation process, demonstrating quality services to its clients. The methodology used in the research was the questionnaire technique for information collection. The instrument used was the survey based on the ISO 9001:2015 standard to determine non-conformities according to the entity's records, which resulted in 83% of the total. The result was that 13% of the non-compliance was resolved through the development of a process manual and updated records to improve internal control according to the guidelines of the ISO 9001:2015 standard. Each change was implemented through the questionnaire, meeting 100% of the requirements of the standard. It is concluded that the financial entity has sufficient parameters and records for the deposits area to start the normalization process.