Diseño e implementación de sistema de calidad en el proceso de la prestación de servicio en la operación de Crédito Fácil Codensa

Abstract

At present, quality management and control of an organization's methods are vital for survival and growth in a changing economy and markets, which constantly demand products and services of the highest quality in the shortest possible time, for For these reasons, in the financial sector, specific and effective controls are necessary to allow an integral development of each one of the processes preceding and following the service. Hence, the commitment to optimize variables that allow increasing productivity levels and continuous improvement, for which real traceability, verification and control of the quality of a system is essential for the efficient development of the tasks that must be carried out. . During the development of this document, a global overview of the system and work method for the service operation in the credito fácil codensa product is illustrated, which has as a business model the placement of credit cards and other financial products in a niche of market for clients between strata 1 to 3, clients who have little or no access to credit life in the Cundinamarca region. Through the use of different diagnostic tools proposed by the authors, it was possible to identify aspects of non positive impact for the operation, such as the recurrence of failures in credit applications, ignorance of internal policies, negative indicators in the operation, among others. ; Given the above, the need and management in the design, implementation and evaluation of a quality system for the operation in the provision of the service and placement of credit cards, planned through five methodological phases in which it was possible to generate operational controls of quality, improve internal quality and sales indicators, in addition to documenting the transversal processes in the operation of service provision in the product.