Manual de gestión por procesos para mejorar la calidad de servicio al clientes en el Hotel del centro de la Ciudad de Guayaquil año 2015
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Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Se planteó como objetivo elaborar un Manual de Gestión por Procesos en el Hotel del
Centro de la ciudad de Guayaquil es una empresa dedicada a brindar servicio de hospedaje,
alimentación el cual busca mejorar los servicios que ofrece, lo cual motivo a realizar una
investigación para contar con un Manual de Procesos que ayude en la medición y evaluación
de los productos que brinda al cliente. Se utilizó la metodología descriptiva, cuantitativa,
deductiva, bibliográfica y de campo, con uso de la encuesta, obteniéndose como resultados
más relevantes que los clientes se sienten satisfechos. Se propuso la elaboración del manual
de gestión por procesos, para alcanzar el objetivo de mejorar la calidad del servicio al cliente,
utilizando mapas de procesos y flujogramas, para establecer indicadores de gestión, evaluar la
calidad del servicio al cliente, tomar medidas correctivas y preventivas necesarias que
contribuyan a maximizar su nivel de satisfacción, en conclusión se comprobó la hipótesis
porque la elaboración del Manual de Gestión por Procesos en el Hotel del Centro tuvo
influencia en la medición de la percepción de la calidad del servicio por parte del cliente.
It was proposed as objective develop a Manual Process Management in the Hotel Center Guayaquil is a company dedicated to providing hosting service, food which seeks to improve the services offered, which cause to conduct an investigation to tell a Manual Process to assist in the measurement and evaluation of products offered to the customer. descriptive, quantitative, deductive, literature and field methodology was used, with use of the survey, obtaining the most relevant results that customers are satisfied. developing the manual process management proposed to achieve the objective of improving the quality of customer service, using process maps and flowcharts to establish management indicators, assess the quality of customer service, take corrective and preventive measures necessary to contribute to maximize their level of satisfaction, in conclusion, the hypothesis was tested that the development of Process Management Manual in the Hotel del Centro had an influence on the measurement of the perceived quality of service by the client.
It was proposed as objective develop a Manual Process Management in the Hotel Center Guayaquil is a company dedicated to providing hosting service, food which seeks to improve the services offered, which cause to conduct an investigation to tell a Manual Process to assist in the measurement and evaluation of products offered to the customer. descriptive, quantitative, deductive, literature and field methodology was used, with use of the survey, obtaining the most relevant results that customers are satisfied. developing the manual process management proposed to achieve the objective of improving the quality of customer service, using process maps and flowcharts to establish management indicators, assess the quality of customer service, take corrective and preventive measures necessary to contribute to maximize their level of satisfaction, in conclusion, the hypothesis was tested that the development of Process Management Manual in the Hotel del Centro had an influence on the measurement of the perceived quality of service by the client.
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Palabras clave
MANUAL, GESTIÓN POR PROCESOS, CALIDAD, SERVICIO CLIENTE