Mejora continua y satisfacción de los clientes en el Hotel “El Cisne Internacional” de la Ciudad de Riobamba
This research project proposes a continuous improvement model for the satisfaction of the clients of the El Cisne International Hotel; based on the use of a management tool that starts from the following premises: Define, Measure, Analyze, Improve and Control DMAIC Six Sigma, which will allow the ho...
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| Format: | bachelorThesis |
| Language: | spa |
| Published: |
2018
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| Subjects: | |
| Online Access: | http://dspace.unach.edu.ec/handle/51000/4721 |
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Add Tag | Summary: | This research project proposes a continuous improvement model for the satisfaction of the clients of the El Cisne International Hotel; based on the use of a management tool that starts from the following premises: Define, Measure, Analyze, Improve and Control DMAIC Six Sigma, which will allow the hotel to compete with others of greater prestige in the Riobamba city, offering a quality service to increase the level of customer satisfaction, obtaining as a result profitability and prestige for the quality of hotel service compared to the monetary value of lodging. Be part of the actual situation of the hotel, finding some falencies that need to be overcome, for which it is proposed a research methodology making use of surveys and interviews with administrative staff; when the data obtained were obtained and tabulated, the results were analyzed and allowed consider the proposal which one to pretend guarantee the effectiveness through the implementing Continuous Improvement for customer satisfaction. The contents are the following: A. Introduction, the problem and the justification, B. General and Specific Objectives, C. State of the art related to thematic, D. Methodology for the application of the Six Sigma DMAIC management tool, E. Results and discussions, F. Annexes, G. Bibliography. |
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