Propuesta de mejora de procesos bajo la metodología Kaizen para la Cooperativa de Ahorro y Crédito San José Ltda. dedicada a actividades financieras, en la ciudad de Quito año 2022

Abstract

Abstract: This research work focused on the development of an improvement proposal for the San José Ltda. cooperative using the Kaizen methodology. During the investigation, Qualitative and quantitative methods were used to exhaustively analyze the processes of the cooperative. The techniques used included observation to identify areas of opportunity and possible improvements. Interviews were conducted with the head of the northern agency of the cooperative and employees of different areas, hierarchical levels and roles related to the processes. I also know applied surveys to customers to obtain information about their perception and experience with the company's current processes. The main results obtained include the identification of the operational processes that require improvements to increase efficiency and quality of service. It was also determined the need to standardize work procedures to ensure efficient execution appropriateness of the tasks. Several shortcomings were identified, which were resolved through the use of technological tools to improve processes and the application of 5S methodology to improve the environment and physical structure in the agency.