Modelo de gestión como herramienta para el mejoramiento de la calidad del servicio en el restaurante California de la ciudad de Latacunga.

The objective of this research was to build a Lean model for the optimization of resources within the service area of the California restaurant in the city of Latacunga and to achieve a quality process. A bibliographic review of the background of similar investigations was carried out to determine the investigative value of these for society. The methodological design was descriptive, qualitative with a universe population of 200 people, however, inclusion parameters were established, which once reviewed 80 people met them and were considered as a sample. The instruments used were an observation sheet applied to the restaurant for a month, an interview with internal customers and an interview with external customers. The information collection process was carried out through a schedule, where the research instruments were applied and later with the data collection, the responses of the interviewees were analyzed, a coding was carried out and finally a categorization was carried out. Once the situational diagnosis of the restaurant's critical nodes had been obtained, a Lean model was developed that integrates a service flow chart, diagnosis sheet, service improvement processes, time and customer service, functions organization chart, functions manual, distribution of areas, description of optimization in time and service, personnel selection process and the optimal service management model and the process of complaints from external customers so that the client feels satisfied with the product and the service

• المؤلف الرئيسي: Nieto Pico, Luis Darío (author)
• التنسيق: masterThesis
• اللغة: spa
• منشور في: 2020
• الموضوعات: LEAN SERVICE; MODELO DE GESTIÓN; RESTAURANTE; ADMINISTRACIÓN DE EMPRESAS
• الوصول للمادة أونلاين: http://repositorio.utc.edu.ec/handle/27000/7307