During the period 2015 - 2018 I have served as Quality Service Monitor in the Savings and Loan Municipal Savings Bank of Piura. This position is created in 2015 within the marketing area as a process that supports the strategies of placements and fund raising of the company. Below, I present a summary of my professional experience. The first chapter of the report shows general information about the company, its history, its organizational strategy and institutional values. In detail the expansion process is shown, the portfolio of products and services that it has. In this same section, I present the environment where Caja Piura operates, the main regulatory aspects that influence its activities and the Caja Municipales system. Finally, I make known the new customer-oriented approach and the leading and important role it has in companies as well as the structural organization chart of th...