Análisis de los Procesos Administrativos-Financieros en las Agencias de Viajes: Estudio de Casos
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2019
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Casa de Incentivos Casintour es una empresa dedicada a la actividad de agencia de viajes y
turismo desde el año 2001 ubicada en la ciudades de Quito y Guayaquil, con 18 años de
experiencia en el mercado nacional, especializada en la reserva, distribución y venta, de boletos
y programas de viajes para distintos destinos de nuestro país y del mundo, planteamos este
proyecto para la implementación de un manual de procedimientos en la agencia Casintour que
nos permita mejorar los procesos administrativos y financieros.
Con el fin de analizar los procesos administrativos–financieros en las agencias de viajes, a
través de diferentes técnicas que permitan aumentar la calidad de los servicios que esta ofrece y
lograr un mejor desempeño en las áreas establecidas.
Nos enfocamos en proponer un manual de procedimientos que permitan a las agencias de
viajes tener un mejor control y perfeccionar los resultados en sus áreas comerciales y financieras
con el fin de lograr los objetivos que ésta se plantee.
Con la implementación de este manual se busca conseguir la eficiencia y eficacia de los
empleados para poder brindar un mejor servicio, dándonos como resultado una mejora en los
ingresos de la compañía.
Casintour dedicated to the activity of travel and tourism agency since 2001 located in the cities of Quito and Guayaquil, specialized in the sale of tickets and travel programs. The agency fails to standardize its administrative-financial processes, showing gaps around these processes. Through this case study we intend to analyze the processes in order to propose a manual of procedures that helps the performance of the organization. The methodology we develop in this study is the survey, interview and direct observation. The results were accurate and truthful, we checked that the way of working is not correct. The purpose of the manual is to strengthen the development of its activities achieving efficiency, effectiveness in fulfilling its services; trying to provide quality of service and more profitability. It is important to have a procedure manual; with its application it would assist in the induction of staff, would inform and control the performance of the activities, etc.; whereas employees have no knowledge of many aspects such as the mission and vision of the company. The person responsible for each area should focus on their duties and responsibilities and meet the objectives of the organization
Casintour dedicated to the activity of travel and tourism agency since 2001 located in the cities of Quito and Guayaquil, specialized in the sale of tickets and travel programs. The agency fails to standardize its administrative-financial processes, showing gaps around these processes. Through this case study we intend to analyze the processes in order to propose a manual of procedures that helps the performance of the organization. The methodology we develop in this study is the survey, interview and direct observation. The results were accurate and truthful, we checked that the way of working is not correct. The purpose of the manual is to strengthen the development of its activities achieving efficiency, effectiveness in fulfilling its services; trying to provide quality of service and more profitability. It is important to have a procedure manual; with its application it would assist in the induction of staff, would inform and control the performance of the activities, etc.; whereas employees have no knowledge of many aspects such as the mission and vision of the company. The person responsible for each area should focus on their duties and responsibilities and meet the objectives of the organization
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Palabras clave
PROCESOS, FINANCIERO, MANUAL, AGENCIA