Mejoramiento de los procesos en el Kurhotel Escambray del Complejo de Turismo “Topes de Collantes"
Fecha
2010-06-25
Autores
Martínez Acosta, Neisa Zulema
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Editor
Universidad Central "Marta Abreu " de Las Villas
Resumen
El sector turístico en Cuba ha desplazado a otros sectores tradicionales y se ha
convertido en uno de los más dinámicos de la economía del país. Con la finalidad
de estar a la altura de las exigencias modernas de los mercados, cada vez más
competitivos y enfocados hacia la satisfacción del cliente, las instalaciones
hoteleras buscan la mejora continua, con el objetivo de ofrecer un servicio de
excelencia que cumpla con las expectativas y necesidades del cliente.
Muchas han sido las investigaciones dirigidas a mejorar los sistemas de gestión de
la calidad y a la inserción del enfoque de proceso por medio de una de las
filosofías de mayor actualidad en el mundo, la Gestión por Procesos.
El presente Trabajo de Diploma tiene como objetivo principal la aplicación de un
procedimiento para la gestión por procesos en el Kurhotel Escambray. Esta entidad
brinda, además de todos los servicios hoteleros del turismo convencional, servicios
de salud a oficiales en activo de las FAR y al turismo.
Para llevar a cabo el objetivo propuesto, se utilizaron técnicas de trabajo en grupo;
entrevistas; revisión de documentos; observación directa; método del coeficiente
Kendall; método de Saaty, matriz de relaciones de los procesos y matriz de
objetivos estratégicos.
The tourist sector in Cuba has displaced to other traditional sectors and he/she has become one of the most dynamic of the economy of the country. With the purpose of being to the height of the modern demands of the markets, more and more competitive and focused toward the client's satisfaction, the hotel facilities look for the continuous improvement, with the objective of offering an excellence service that fulfills the expectations and the client's necessities. Many have been the investigations directed to improve the systems of administration of the quality and to the insert of the process focus by means of one of the philosophies of more present time in the world, the Administration for Processes. The present Work of Diploma has as main objective the application of a procedure for the administration for processes in the Kurhotel Escambray. This entity toasts, besides all the hotel services of the conventional tourism, services of health to official in active of the FAR and to the tourism. To carry out the proposed objective, they were used technical of work in group; interviews; revision of documents; direct observation; method of the coefficient Kendall; method of Saaty, womb of relationships of the processes and womb of strategic objectives.
The tourist sector in Cuba has displaced to other traditional sectors and he/she has become one of the most dynamic of the economy of the country. With the purpose of being to the height of the modern demands of the markets, more and more competitive and focused toward the client's satisfaction, the hotel facilities look for the continuous improvement, with the objective of offering an excellence service that fulfills the expectations and the client's necessities. Many have been the investigations directed to improve the systems of administration of the quality and to the insert of the process focus by means of one of the philosophies of more present time in the world, the Administration for Processes. The present Work of Diploma has as main objective the application of a procedure for the administration for processes in the Kurhotel Escambray. This entity toasts, besides all the hotel services of the conventional tourism, services of health to official in active of the FAR and to the tourism. To carry out the proposed objective, they were used technical of work in group; interviews; revision of documents; direct observation; method of the coefficient Kendall; method of Saaty, womb of relationships of the processes and womb of strategic objectives.
Descripción
Palabras clave
Turismo, Tourism, Kurhotel Escambray, Turismo Médico, Medical Tourism, Complejo de Turismo “Topes de Collantes”, Gestión de la Calidad