La gestión por procesos y su relación en la calidad del servicio al cliente, de la Cooperativa de Ahorro y Crédito San Francisco Ltda. matriz Ambato, para el período 2013

Abstract

This research work evidence management in processes that must have a financial entity in this case the Cooperative Savings and Credit San Francisco Ltda, raised guidelines for the proper performance of the officials who give quality customer service. Management processes applied to the main proceedings of the entity, risks were identified and raised control each of the analyzed process activities, also was quantified the quality of service the customer taking reference parameters of ISO 9001:2008, obtaining that the problem of the entity was the productivity efficiency and results which showed loans and satisfaction quality processes within another process with problems is also the qualification of credits, legalization and disbursement which also presented problems in productivity. Finally critical points were presented and there were management indicators applied to each process obtaining results which in part were good but others however need to be corrected.