Propuesta de mejora de calidad en el área de servicio de la cafetería Café Chapineros, Quito
The objective of this titling project is to develop a proposal for quality improvement in the service area of Cafe Chapineros coffee shop located in the historic center of Quito. In the first instance the introduction, objectives and justification for the present work are described, in addition to t...
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| Hovedforfatter: | |
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| Format: | bachelorThesis |
| Sprog: | spa |
| Udgivet: |
2018
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| Fag: | |
| Online adgang: | http://dspace.udla.edu.ec/handle/33000/9679 |
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Tilføj Tag | Summary: | The objective of this titling project is to develop a proposal for quality improvement in the service area of Cafe Chapineros coffee shop located in the historic center of Quito. In the first instance the introduction, objectives and justification for the present work are described, in addition to the methods, techniques and instruments used. Then, as the first chapter develops the theoretical framework where the concepts of: restoration, service and quality, in addition to the systems of quality management, models and parameters evaluated to obtain a quality certification. In the next chapter, a description of the establishment is made, its organizational structure together with the functions performed, mission, vision, business objectives and analysis of competitiveness comparing to other establishments. Through surveys, the client's profile and perception were also determined. In the third chapter, the critical stages of the service are identified, the checklists are applied based on SIGO and Distintivo Q certifications, finally the CAME matrix is elaborated together with its possible strategies. In the fourth chapter, the improvements for the service and the quality objectives are raised, the matrix of strategies is elaborated to verify the achievement of the proposed objectives, and an optimization of the current process map (Blueprint) of the establishment is made In the fifth chapter, the intervention proposal is planned, where the actions to achieve the objectives are proposed, the total budget for the investment and the schedule to fulfill each activity of the present improvement proposal are detailed. Finally, the conclusions and recommendations for the establishment are presented. |
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