Diseño de un sistema de gestión de calidad basado en la Norma ISO 9001:2008 para la Cooperativa de Ahorro y Crédito “Cacha” Ltda., del cantón Riobamba, provincia de Chimborazo

Abstract

The present research work has as objective a quality system design based on the ISO 9001:2008 standards applied in the Union and Credit Cooperative “Cacha” Ltda., of Riobamba canton in Chimborazo Province, this is a policy that helps the organization to demostrate its ability to achieve efficiency and effectiveness in each of the processes and services that offers to its customers and society. The quality management system desing is based on the ISO 9001:2008 standards, which is related to the quality of the product or the provicion of services with the purpose that the cooperative can offer quality services, accordingto to the enviroment of the orgatitation, considering the changes, the risks and needs that will increase constantly; its implementation allows to offer a quality service that satisfies the needs of the customers, in accordance with the relevant prosedures, using effectively the system for continuous improvement and ensuring the conformity of customers or associates, becoming a tool for decision making. It is recommended to implement the quality management system design,supported in the following actions: integrate department of human talent to undertake the training, to carry out a study of the services and promote them properly, place in a visible place a structural diagram of the organizational misión and visión, finally put a mailbox suggestions and complaints to measure the degree of satisfaction of its customers.