Sistema Integral de Servicio al cliente basado en normas ISO 9001:2000 para la Fundación de Desarrollo Micro empresarial FODEMI

Abstract

This work involves a quality management system structuring for a microfinance institution at national level, its goal is improving the customer service through continuous process improvement thus offer a customer retention alternative, demonstrating to the institution that the organizational growth requires established processes and systematized to keep control of them. This proposal has been the basis for improving the customer service, raising awareness of the company staff the importance of fulfill on time and quality the execution of their activities, prefixing the customer requirements as a starting point for process improvement. To pose this proposal was necessary to gather information from primary sources and sufficient secondary information that allow to pose the system under the regulations ISO 9001: 2000. Complying the standard requirements, has structured a Quality Manual to those fulfillment and is formulated process uprising schemes, systematization and calculation of monitoring indicators.