Auditoría de calidad a los servicios que presta la Cooperativa de Ahorro y Crédito “Pacífico”, matriz Riobamba, provincia de Chimborazo, período 2012

Abstract

This research proposes the implementation of a Quality Audit Service to the “Pacífico” Savings and Credits Cooperative in Riobamba city, Chimborazo Province, period 2012, with the purpose of marking appropriate and reasonable recommendations which will contribute to the efficient development of the activities, enhancing services and employees performance which will encourage unity, looking for a common objective to benefit the Institution and the public. In this research an evaluation was conducted to the services provided by the staff, through surveys and observation, starting by a detailed diagnostic of the enterprise strategic approach. Some recommendations were made to the Management, then the results were shown, these are: Develop a Quality Plan, the organizational structure was determined; disseminate the internal rules, mission and vision; set objectives; foster a good working environment in which all the staff in involved; improve customer service. The implementation of the recommendations will allow both manager and co-worker to achieve better results, accepting the participation of the employees who contribute to a better performance of the activities and improve the competitive level.