Desarrollo de una herramienta para la evaluación de la esbeltez (lanness) en el hotel Sol Cayo Santa María
Fecha
2016-07-24
Autores
Quintanilla Mendez, Zenia D.
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Editor
Universidad Central “Marta Abreu” de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
La esbeltez es un tema de actualidad que tiene como objetivo incrementar la competitividad
y eficiencia de las organizaciones a partir de la eliminación de desechos o actividades que
no agreguen valor. Su aplicación permite a las empresas tener una visión clara de las
mejoras y enfocarla a la satisfacción de los clientes. El hotel Sol Cayo Santa María ha
estado presentando en los últimos meses una reducción del nivel de satisfacción de los
clientes, detectándose una serie de problemas vinculados con el concepto de lean. Con tal
motivo la presente investigación se dirige a diseñar una herramienta para evaluar la
esbeltez (leanness) en el hotel como una forma de decidir qué acciones de mejoras
implantar y cómo evaluar su efectividad. Para cumplir este objetivo se hizo necesario la
utilización de técnicas de revisión bibliográfica, revisión de documentos, consulta a
especialistas, observación directa, entrevistas, método de expertos, entre otras, que
posibilitan obtener un resultado argumentado y veraz. Los resultados están principalmente
dirigidos a la identificación de un conjunto de indicadores que permiten evaluar el nivel de
esbeltez del Hotel y que serán utilizados posteriormente para definir el conjunto de
acciones a aplicar con el fin de elevar los niveles de satisfacción del cliente. Además, está
investigación servirá para dotar al hotel de una herramienta que permita monitorear su
desempeño.
The slenderness is a topic of present time that has as objective to increase the competitiveness and efficiency of the organizations starting from the elimination of wastes or activities that you/they don't add value. Their application allows to the companies to have a clear vision of the improvements and to focus it to the satisfaction of the clients. The hotel Sun Key Santa María has been presenting in the last months a reduction of the level of the clients' satisfaction, a series of problems linked with the concept being detected of they read. With such a reason the present investigation goes to design a tool to evaluate the slenderness (leanness) in the hotel like a form of deciding what actions of improvements to implant and how to evaluate its effectiveness. To complete this objective it became necessary the use of technical of bibliographical revision, revision of documents, consults to specialists, direct observation, you interview, experts' method, among other that facilitate to obtain an argued result and truthful. The results are mainly directed to the identification of a group of indicators that you/they allow to evaluate the level of slenderness of the Hotel and that they will be used later on to define the group of actions to apply with the purpose of elevating the levels of the client's satisfaction. Also, investigation is it will be good to endow to the hotel of a tool that allows monitoring their acting.
The slenderness is a topic of present time that has as objective to increase the competitiveness and efficiency of the organizations starting from the elimination of wastes or activities that you/they don't add value. Their application allows to the companies to have a clear vision of the improvements and to focus it to the satisfaction of the clients. The hotel Sun Key Santa María has been presenting in the last months a reduction of the level of the clients' satisfaction, a series of problems linked with the concept being detected of they read. With such a reason the present investigation goes to design a tool to evaluate the slenderness (leanness) in the hotel like a form of deciding what actions of improvements to implant and how to evaluate its effectiveness. To complete this objective it became necessary the use of technical of bibliographical revision, revision of documents, consults to specialists, direct observation, you interview, experts' method, among other that facilitate to obtain an argued result and truthful. The results are mainly directed to the identification of a group of indicators that you/they allow to evaluate the level of slenderness of the Hotel and that they will be used later on to define the group of actions to apply with the purpose of elevating the levels of the client's satisfaction. Also, investigation is it will be good to endow to the hotel of a tool that allows monitoring their acting.
Descripción
Palabras clave
Hotel Sol, Cayo Santa María, Villa Clara, Industria Turística, Instituciones Hoteleras, Evaluación de la Esbeltez (leanness), Satisfacción de los Clientes