Propuesta del sistema de gestión de calidad basado en la norma ISO 9001:2015

Abstract

Globalization obliges quality in organizations providing goods or services to be an essential factor to compete and sustain in the market within an international regulatory framework. The present work makes a proposal of quality improvement for the BBVA colseguros office. Which, despite its extensive commercial experience as a provider of financial services to natural and / or legal persons of savings, credit products and other securities or financial figures issued by the bank, currently shows some dissatisfaction in the response to customer requests, delay in the collection of money from the office, lack of effectiveness in the collection processes and deficiencies in the documentary part. All these negative findings in the management processes have come hand in hand with low growth in the office's goals with respect to its BBVA counterparts. For this reason, management has accepted the implementation of a proposal for improvement - described here - that allows it to convey assertive services to customers, optimize its processes and minimize costs and downtime in each management.