THE DESIGN OF THE QUALITY MANAGEMENT SYSTEM IN THE 5251 BRANCH OF THE CREDIT AND COMMERCE BANK IN SANCTI SPIRITUS

Abstract

The objective of this article is to show results of the design process of the quality management system in the 5251 Branch of the Credit and Commerce Bank in Sancti Spíritus. As to the methodology, theoretical, empirical and statistical research methods were used for the study and processing of the criteria expressed by different researchers, managers and workers concerning the state of quality management in the institution as well as the level of satisfaction of internal and external customers. The main results achieved are regarding the elaboration of a quality manual, a master document that reflects the essential aspects of the designed management system; the definition of indicators for each process that is developed within the branch; the improvement of the internal control activity in all the processes. Finally, it is concluded that the adoption of this management system constitutes a strategic decision of the organization, and the important stages of its design include: the diagnosis process; the analysis of the intentions and commitments of the managers and of the existing correspondence among the mission, the social object and the organization´s general objectives, taking into account the principles for quality management established in ISO 9000: 2015.