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Tipo de material : bachelorThesis
Título : Plan de mejora de calidad en el área de servicio del restaurante Pack Choy Tulcán-Ecuador
Autor : Arias Merino, Angie Viviana
Tutor : Ocaña Zambrano, Walter Omar
Palabras clave : CALIDAD EN EL SERVICIO;RESTAURANTE;TULCÁN-ECUADOR
Fecha de publicación : 2017
Editorial : Quito: Universidad de las Américas, 2017
Citación : Arias Merino, A. V. (2017). Plan de mejora de calidad en el área de servicio del restaurante Pack Choy Tulcán-Ecuador (Tesis de pregrado). Universidad de las Américas, Quito.
Resumen : El presente proyecto tiene como objetivo elaborar un plan de mejora de calidad en el área de servicio para el Restaurante Pack Choy, ubicado en la ciudad de Tulcán, provincia del Carchi...
Descripción : The purpose of this project is to elaborate a quality improvement plan in the service area for the Restaurant Pack Choy located in the city of Tulcán, province of Carchi. The proposal seeks to identify the main shortcomings that reduce efficiency and offer achievable solutions for the company. The first chapter establishes the concept and evolution of quality over a period of several years, taking as reference authors who have defined quality in general terms and quality oriented to service area. The second chapter provides a brief description of the company. Therefore, it presents the mission, vision, objectives and business policies. This chapter details the functional and structural organization chart. In addition, through service assessment surveys, the customer profile is identified, and the perceptions and expectations that the customers have with the company are analysed. The third section identifies the service areas and through the SWOT and CAME matrices, the current situation of the restaurant is evaluated. By means of a process map (blueprint), the errors are established and then corrected in an optimized process map. The food and beverage checklist Distintivo Q is also applied, to see whether the establishment may or may not be certified with this distinction. The fourth chapter presents an improvement proposal; it delegates the responsibilities and introduces the quality policy. Finally, the fifth chapter presents the intervention proposal, the index of the quality manual, the proposal of training and the schedule and budget of all the activities to be developed.
URI : http://dspace.udla.edu.ec/handle/33000/6529
Aparece en las colecciones: Ingeniería en Administración de Empresas Turísticas y Hoteleras

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