Procedimiento para el diseño e implementación del Sistema de Gestión de la Calidad en el Complejo de Turismo Topes de Collantes
Fecha
2014-07-20
Autores
Toledo Leal, Yurisley
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La industria turística cubana se ha convertido en uno de los principales sectores de la economía nacional. Para incrementar la contribución a la sociedad, las organizaciones turísticas deberán estar listas para competir a corto plazo en el mercado regional y a largo plazo en el mercado mundial. Esta situación trae consigo que las empresas encuentren fortalezas competitivas mediante la principal fuerza motriz de los negocios modernos: la calidad. En la búsqueda de la calidad las organizaciones deberán implementar metodologías que le permitan la mejora continua del desempeño organizacional sostenidamente. La presente investigación tiene como objetivo principal conformar un procedimiento para llevar a cabo el diseño de un Sistema de Gestión de la Calidad en el Complejo de Turismo
Topes de Collantes, que facilite la orientación interna hacia la calidad así como la satisfacción de los clientes, tanto externos como internos. Para dar respuesta al problema científico planteado se aplicaron herramientas y dinámicas de trabajo en grupo, métodos estadísticos tales como el coeficiente de concordancia de Kendall; otras técnicas de diagnóstico como las listas de chequeo y matrices de relaciones de procesos. La aplicación parcial del procedimiento diseñado permitió obtener como principales resultados prácticos el mapa de procesos de la organización, el Manual de Calidad y los procedimientos a partir de los cuales se gestiona y controla la documentación del Sistema de Gestión de la Calidad.
The cuban tour industry has become in one of the main sectors of the national economy. In order to keep up contribution to the country, the tour companies should be ready for a short term competition in the regional market and a long term in the world market. This situation brings I get that the companies find competitive strengths by means of the main motive force of the modern business: the quality. In the search of the quality, the organizations will implement methodologies that allow him the continuous improvement of the performance organizational sustainable. The present research has as main objective to conform a procedure to carry out the design of a Quality Service of Management in Topes de Collantes Tour Complex, to facilitate the internal orientation toward the Quality as well as the satisfaction of the clients, so much external as internal. To give answer to the outlined scientific problem tools they were applied and dynamic of work in group, such statistical methods as the coefficient of agreement of Kendall; other diagnosis techniques like the checkup lists and wombs of relationships of processes. The partial application of the designed procedure allowed to obtain as main practical results the map of processes of the organization, the Manual of Quality and the document starting from which is controlled and it negotiates the documentation of the system.
The cuban tour industry has become in one of the main sectors of the national economy. In order to keep up contribution to the country, the tour companies should be ready for a short term competition in the regional market and a long term in the world market. This situation brings I get that the companies find competitive strengths by means of the main motive force of the modern business: the quality. In the search of the quality, the organizations will implement methodologies that allow him the continuous improvement of the performance organizational sustainable. The present research has as main objective to conform a procedure to carry out the design of a Quality Service of Management in Topes de Collantes Tour Complex, to facilitate the internal orientation toward the Quality as well as the satisfaction of the clients, so much external as internal. To give answer to the outlined scientific problem tools they were applied and dynamic of work in group, such statistical methods as the coefficient of agreement of Kendall; other diagnosis techniques like the checkup lists and wombs of relationships of processes. The partial application of the designed procedure allowed to obtain as main practical results the map of processes of the organization, the Manual of Quality and the document starting from which is controlled and it negotiates the documentation of the system.
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Palabras clave
Complejo de Turismo Topes de Collantes, Gestión de la Calidad, Economía Nacional