Control Del Riesgo Operacional Como Factor De Calidad En El Proceso De Formalización Y Desembolsos En Una Institución Bancaria Junio - Agosto 2020.

Abstract

This study focuses on the control of operational risk and quality, in the credit disbursement process of a banking institution, in which an analysis of the tools used was carried out, the cost generated by the reprocessing of cases that have errors, controls that evaluate their effectiveness, knowledge and commitment of human talent, with the aim of identifying possible points of improvement that serve as support for managers for future decision-making. To support this research, the Basel agreements and national regulatory standards, quality theories, Deming principles, human talent management, Fayol and the administrative process school, as well as quality cost and poor-quality studies, are taken as a basis. internal control and risk in financial entities. This study was carried out in a banking institution in Tegucigalpa, Honduras, specifically in the areas that participate in the loan disbursement process. An online survey and interviews were carried out for the collection of information, this study aims to describe the events at a certain moment of time, to provide relevant information that can be a support for the decision-making of the headquarters. The results of this investigation show that there are corrective controls that are developed when the risk already occurs, as well as a control of errors already identified and classified; but preventive plans are not identified in the areas that prepare and codify the documentation of cases, as well as a plan for continuous improvement of quality, nor the calculation of quality, to determine goals for their reduction, in this sense by not be measured cannot be controlled.