Auditoría como modelo de gestión de Recursos Humanos de una empresa hotelera
Fecha
2016
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Universidad de Guayaquil
Resumen
El objeto de la presente investigación es proponer acciones encaminadas a mejorar la situación que presenta el Hotel Playa Dorada, mediante una Auditoría de Gestión que coadyuve a que la empresa realice los procesos de manera eficiente, efectiva y eficaz. Para lograr tal propósito es necesario diagnosticar la situación que presenta el área operativa y administrativa, establecer los puntos críticos de los proceso, y determinar los indicadores de gestión requeridos como parámetros para la medición y criterios. La ausencia de una Auditoría de Gestión, no permite descubrir deficiencias o anomalías en los procesos que realiza el Recurso Humano de la empresa. El propósito de esta Auditoría es ayudar a la dirección a alcanzar una administración más eficaz. Su objetivo es examinar y estimar los métodos y desempeño en las áreas que presenta el Hotel. Los factores de la evaluación abarcan la adecuada utilización de personal y el funcionamiento de las tareas de manera satisfactorios. En la investigación se aplica el estudio descriptivo, con los enfoques cualitativos y cuantitativos. Su fuente primaria es la investigación de campo que determina la situación que presenta Playa Dorada. Las técnicas utilizadas en el estudio fueron: la observación directa, encuesta y entrevistas, las mismas que dieron como resultados una deficiencia de desempeño en los procesos que realiza el personal, esto se debe a la falta de capacitación, motivación y flujos de procesos que obstaculizan el desarrollo de las tareas y por ende reduce la calidad del servicio.
The purpose of this research is to propose measures to improve the situation presented by the Playa Dorada Hotel, through a management audit that contributes to the company perform processes efficiently, effectively and efficiently. To achieve this purpose it is necessary to diagnose the situation that presents the operational and administrative areas, establish critical points of the process, and identify management indicators required as parameters for measuring and judgments. The absence of an audit, not to discover deficiencies or abnormalities in the processes carried out by the Human Resources of the company. The purpose of this audit is to help management to achieve more efficient. Its aim is to examine and assess the methods and performance in the areas presented by the Hotel. Evaluation factors include the proper use of personnel and the operation of tasks satisfactory manner. In research applies descriptive study, with qualitative and quantitative approaches. Its primary source is the field research that determines the situation presented Playa Dorada. The techniques used in the study were: direct observation, surveys and interviews, the same that led to results deficient performance in the processes carried out by the staff, this is due to lack of training, motivation and process flows that hinder the development of tasks and thus reduce the quality of service.
The purpose of this research is to propose measures to improve the situation presented by the Playa Dorada Hotel, through a management audit that contributes to the company perform processes efficiently, effectively and efficiently. To achieve this purpose it is necessary to diagnose the situation that presents the operational and administrative areas, establish critical points of the process, and identify management indicators required as parameters for measuring and judgments. The absence of an audit, not to discover deficiencies or abnormalities in the processes carried out by the Human Resources of the company. The purpose of this audit is to help management to achieve more efficient. Its aim is to examine and assess the methods and performance in the areas presented by the Hotel. Evaluation factors include the proper use of personnel and the operation of tasks satisfactory manner. In research applies descriptive study, with qualitative and quantitative approaches. Its primary source is the field research that determines the situation presented Playa Dorada. The techniques used in the study were: direct observation, surveys and interviews, the same that led to results deficient performance in the processes carried out by the staff, this is due to lack of training, motivation and process flows that hinder the development of tasks and thus reduce the quality of service.
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AUDITORIA DE GESTION, PROCESOS, CONTROL INTERNO, CALIDAD