Determinación de los costos de calidad en el Departamento de Alimentos y Bebidas del Hotel “Las Cuevas - La Ronda”
Fecha
2009-06-25
Autores
Pineda Marcos, Liesser
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La gestión moderna debe redoblar su eficacia, atención y competencia hacia el cliente para no quedarse al margen de las tendencias modernas del mercado. Otra de las tendencias que marcan el camino de la hotelería en este siglo es lo relacionado con la implementación de Sistemas de Gestión de Calidad, teniendo en cuenta los Costos de Calidad. Si se quiere ser competitivo, si se quiere estar entre los primeros países en el sector, se le debe prestar una mayor importancia al tema descrito. La presente investigación se realizó con el objetivo de determinar los costos de calidad del Departamento de Alimentos y Bebidas (A+B) del Hotel Las Cuevas - La Ronda, perteneciente al polo turístico de Trinidad, por ser una de las áreas de mayor operacionalidad dentro del mismo. Como resultado del estudio realizado se obtuvieron los principales problemas relacionados con la cultura de calidad y específicamente con los costos de calidad; se pudo construir los diagramas de flujo del por área; además se pudieron determinar los costos de calidad del departamento de A+B, comprobándose que a pesar que los costos de control son altos, debe trabajarse aún más en ellos para lograr reducir los de no calidad, que son mucho mayores. También se desarrolló un programa de capacitación relacionado con el tema, lográndose motivar y comprometer al resto de los departamentos para la generalización del sistema de costos de calidad. Para el desarrollo de la investigación se utilizaron los siguientes métodos y técnicas: aplicación de entrevistas, revisión documental y observación directa.
The modern management in continuous change, it should double its effectiveness, attention and competition to serve customers, for them not to get exposed to the modern tendencies of the market. Another tendency that marks the hotel industry´s path in this century it is related with the implementation of Quality Management Systems, with the objective of controlling the Costs of Quality. If one wants to be competitive, if one wants to be among the first countries in the tourist sector, more attention should be paid to this topic. The present research was carried out with the purpose to determine the costs of quality of the Department of Food and Beverage (A+B) at the Las Cuevas-La Ronda Hotel, that belongs in Trinidad, because of being one of the most active areas in the hotel. As the results of the research, main problems about de quality culture and the quality costs are identified; a flow diagram for this area is achieved, and it is later possible to obtain the quality costs of A+B department. The hotel should work to reduce de non-quality costs, which are bigger than control costs. A training plan aiming at such results is modeled, and the others areas were compromised to the generalization of quality costs systems. The methods and techniques used herein as to attain the results and arrive into conclusions were: interviews, document revision and direct observation.
The modern management in continuous change, it should double its effectiveness, attention and competition to serve customers, for them not to get exposed to the modern tendencies of the market. Another tendency that marks the hotel industry´s path in this century it is related with the implementation of Quality Management Systems, with the objective of controlling the Costs of Quality. If one wants to be competitive, if one wants to be among the first countries in the tourist sector, more attention should be paid to this topic. The present research was carried out with the purpose to determine the costs of quality of the Department of Food and Beverage (A+B) at the Las Cuevas-La Ronda Hotel, that belongs in Trinidad, because of being one of the most active areas in the hotel. As the results of the research, main problems about de quality culture and the quality costs are identified; a flow diagram for this area is achieved, and it is later possible to obtain the quality costs of A+B department. The hotel should work to reduce de non-quality costs, which are bigger than control costs. A training plan aiming at such results is modeled, and the others areas were compromised to the generalization of quality costs systems. The methods and techniques used herein as to attain the results and arrive into conclusions were: interviews, document revision and direct observation.
Descripción
Palabras clave
Hotel "Las Cuevas-La Ronda", Costos / Análisis, Calidad