Mejora en los procedimientos internos del departamento de Créditos banca personal, Institución Bancaria en Honduras
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Universidad Tecnológica Centroamericana UNITEC
Abstract
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El presente trabajo surge de la necesidad de mejorar los procesos internos del
departamento de créditos de la institución bancaria, enfocando los esfuerzos en mejorar los
procedimientos de selección de personal, realizar un plan de mejora continua y sustituir la
herramienta de asignación de solicitudes. Durante el proceso se empleó una encuesta dirigida a
los colaboradores del departamento de Créditos con el objetivo de identificar las incidencias en
la atención de solicitudes de préstamos y tarjetas de créditos, al mismo tiempo se efectuó una
entrevista a la alta gerencia para conocer cuáles son las principales falencias y los puntos de
mejora que tienen proyectados. Una vez detectado los problemas, se procede a proponer y
desarrollar soluciones que erradiquen la problemática antes mencionada y que ayude al
departamento a mejorar sus capacidades en la atención de solicitudes, con el propósito de brindar
un servicio eficiente y de calidad.
This work arises from the need to improve the internal processes of the credit department of the banking institution, focusing efforts on improving personnel selection procedures, carrying out a continuous improvement plan and replacing the request assignment tool. During the process, a survey was used aimed at the employees of the Credit department with the objective of identifying the incidents in the attention of loan and credit card applications. At the same time, an interview was carried out with senior management to find out what the main shortcomings and the points of improvement that they have projected. Once the problems are detected, solutions are proposed and developed that eradicate the aforementioned problems and help the department improve its capabilities in responding to requests, with the purpose of providing an efficient and quality service.
This work arises from the need to improve the internal processes of the credit department of the banking institution, focusing efforts on improving personnel selection procedures, carrying out a continuous improvement plan and replacing the request assignment tool. During the process, a survey was used aimed at the employees of the Credit department with the objective of identifying the incidents in the attention of loan and credit card applications. At the same time, an interview was carried out with senior management to find out what the main shortcomings and the points of improvement that they have projected. Once the problems are detected, solutions are proposed and developed that eradicate the aforementioned problems and help the department improve its capabilities in responding to requests, with the purpose of providing an efficient and quality service.