Propuesta de mejora para el proceso de desembolsos de créditos de vivienda nueva en Scotiabank, gestionado por Tessi

Abstract

This work proposes a quality management strategy to optimize the disbursement process of new housing loans at Scotiabank, managed nationwide by the outsourced company Tessi. Currently, this process faces challenges such as lack of documented procedures, recurring documentation errors, work overload, and inefficient communication, which prevent meeting the goal of completing disbursements within fifteen days. The study is based on quality and continuous improvement theories from authors such as Deming, Porter, and Drucker, as well as the guidelines established by the ISO 9001:2015 standard. A qualitative methodological approach is used, employing direct observation and document review as data collection techniques. The analyzed population consists of eight collaborators directly involved in managing disbursements. The expected results include a reduction of rework, standardization of activities, and improvement in the satisfaction of clients and construction companies. The proposal aims to generate value for Scotiabank and Tessi, strengthening competitiveness and service efficiency in the financial sector.