Análisis y propuesta de mejora para el área de proceso de relación con los clientes en Financiera Comultrasan

Abstract

Currently organizations develop strategies that allow them to be at the forefront in different aspects such as technological advances, innovation, talent management and other tools that enhance the productivity of the organization, leveraging the established performance indicators and positioning its brand in the market as leaders in their economic activity. Administrative practice phases developed in financial Comultrasan, a credit union in Santander with more than 50 years of experience in financial and cooperative sector and from which we analyze the factors mentioned above. During the internship several situations were found that allowed to analyze in detail how it is composed, and how the organization is complemented, this study allowed under the application of diagnostic tools learnt the important factors and elements that present opportunities for improvement. Once these situations were detected, we proceeded to carry out a detailed analysis of these factors. These opportunities for improvement drove us to create several solution alternatives which, according to criteria, can be applied to the organization to improve and develop strategies allowing to carry out its institutional objectives.