Transcendencia de la planificación estratégica en los sistemas de gestión de calidad, en la Cooperativa de Ahorro y Crédito CREDIAMIGO Ltda. de la ciudad de Loja

Abstract

Abstract: The main objective of this research work is to identify a quality management model that suits the needs of the Cooperativa de Ahorro y Crédito Crediamigo Ltda. and to design a quality model proposal. In order to identify the respective model, different approaches have been analyzed, which revolve around the aspects of employee and customer satisfaction. Such as; leadership, human resources and process management. In order to obtain the information, we mainly used survey and interview techniques through the application of a structured questionnaire. Based on the quality management systems and each of the analyzed models that have been applied in different organizations and companies, giving results of improvement, therefore the implementation of the EFQM model of business excellence is proposed as an instrument to improve and increase the satisfaction of employees and customers. In order to obtain continuous improvement of the processes generating a greater impact within the industry.