IMPLEMENTATION OF AN INTERNAL CONTROL AND QUALITY MANAGEMENT SYSTEM IN AN INTERDATOS COMPANY IN THE PUERTO LÓPEZ CANTON

Abstract

The proposed research was born with the objective of implementing an internal control and quality management system in an INTERDATOS company in the Puerto López Canton, with the purpose of adopting The internal control system globally includes fundamental components such as the control environment, risk assessment, control activities, information and communication, and monitoring. This company is responsible for providing cable internet services to the citizens of the canton. The results of the research indicate that the majority of employees consider the internal control system to be "Very effective" with 67% or "Effective" 17%, suggesting that current policies and procedures are working well overall. However, a significant minority that rates the system could indicate areas where the system is not implemented uniformly or where certain processes need improvement. The methodology applied in this study focused on a non-experimental design since the information obtained was not manipulated; the approach was mixed, the qualitative phase was carried out through data collection. Likewise, the inductive-deductive and analytical-synthetic method was used. In conclusion, most employees and customers perceive these systems positively, which indicates that current policies and procedures are well designed and, for the most part, well implemented.

Keywords: internal control, management, service quality, monitoring, risk assessment.