Diseño de un plan de mejoramiento de calidad para el restaurante hornados Dieguito de Cumbayá

This project aims to design a quality improvement plan for Restaurant “Hornados Dieguito” located in Cumbaya, Pichincha province, Ecuador, focusing in providing outstanding customer service. The proposal seeks to correct and minimize the errors found in its actual procedures when carrying out its operations. The first chapter is a theoretical framework in which quality concepts are mentioned, history regarding quality, its application in restoration and customer service, quality models, and the relation between quality and people. The second chapter details the current restaurant situation when starting the study, the consumer profile is defined by the result of applying the guests surveys that provide us, the degree of customer satisfaction. In addition, competence is assessed through benchmarking and SWOT analysis, and strategies to improve the quality of the restaurant will be available through the Cross-SWOT analysis. The third chapter shows the processes used in customer service, with the participation of activities developed by the working staff and the consumers, as a consequence the shortcomings of the actual process map will be diagnosed, allowing to do corrections and improvements over the deficiencies found, all these in a new process map. The fourth chapter refers to the proposals developed in a quality manual for the restaurant, including employee training. The fifth chapter contains documents from which standards and procedures will be extracted and detailed, all of them will be written in the quality manual. Finally, the sixth chapter shows the detailed implementation of the seven improvement proposals in the restaurant budget.

• Autor principal: Iza Calispa, Paola Solange (author)
• Format: bachelorThesis
• Idioma: spa
• Publicat: 2016
• Matèries: ANÁLISIS DE MERCADO; CONTROL DE CALIDAD
• Accés en línia: http://dspace.udla.edu.ec/handle/33000/5183