Propuesta de un modelo de gestión por procesos para mejorar el servicio al cliente en la Cooperativa de Ahorro y Crédito Cotocollao Ltda

Abstract

Abstract: This degree work arose with the purpose of finding a solution to the problems currently by the Cotocollao Savings and Credit Cooperative in its process management. After applying a technique of observation and review of documents referring to processes, the production processes that have the main problem, which is the time delay in responding to different products and services to partners and clients, have been identified. Upon detecting that it´s necessary to improve the response time of some production processes, it has been proposed to apply a Lean process management model, which must be developed with the help of the owners of the processes and those responsible for the operational processes of the processes in order to find the best solution to the identified problems, with the help of some tools of the Lean model. This research concludes with the proposal of a modification in production processes that form a part of the Cooperative´s value chain to optimize them, as well as a policy for continuous improvement.