Análisis de la gestión de calidad, acorde a la norma ISO 9001:2015 y desarrollo de una propuesta para su mejora continua en la empresa Cooperativa de Ahorro y Crédito Alfonso Jaramillo León CAJA, en el año 2025

Abstract

Abstract: The objective of this research was to analyze the quality management of the Alfonso Jaramillo León Cooperative (CAJA) by verifying compliance with the ISO 9001:2015 standard across the processes of its value chain, to identify gaps and propose improvement actions. Using a mixed-methods methodology with a descriptive scope, the study incorporated documentary research through a checklist based on ISO 9001:2015, interviews conducted with area leaders, and a satisfaction survey administered to members. The results show that the Cooperative achieves an overall compliance level of 85%, with strengths identified in the clauses related to Operation and Improvement. In addition, high levels of member satisfaction were observed in Savings and Non-Financial Financial Services. Opportunities for improvement were identified in the areas of Organizational Context and Planning, Organizational Structure, and Performance Evaluation, particularly in indicator management and the measurement of member satisfaction. Consequently, a continuous improvement strategy was proposed, aimed at formalizing indicator control and automating internal communication, thereby enhancing the Cooperative s Quality Management System.