Diseño de un modelo de gestión por procesos para el departamento de crédito y cobranzas de la Cooperativa de Ahorro y Crédito “San Antonio Ltda"

Abstract

This degree work was to propose a process management model whose objective was to provide a tool to know how to make the processes in the Department of Credit and Collections, in order to improve the current situation the same and lies provision of the credit union "San Antonio Ltda.". The work described is presented in five chapters: the first phase of information gathering where problems are identified is performed also raised the targets to be met. In chapter two the methodology will continue to hold meetings with those who make up the Department of Credit and Collections, resulting in the description of it, how it works, what its objectives, suppliers, processes, procedures, resources, customers are revised and documentation used. In the third the theoretical framework in which the definitions and contributions to the development and sustenance of the methodology used in the research was extracted it develops. In the fourth general aspects of the credit union "San Antonio Ltda." And in the belt occurs, from the raised information we proceeded to develop the list of processes, classification of processes, process map, diagrams flow indicators and a proposal to improve efficiency and effectiveness to generate low-quality policies, with the main axis satisfaction of the Members' and therefore productivity and profitability for the Cooperative.