Sistema de Gestión de la Calidad: Acciones para la Implantación en el Restaurante" Jibacoa" del Hotel Hanabanilla.
Fecha
2010-07-24
Autores
Sarmiento Díaz, Francisco
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
Los cambios rápidos e impredecibles que se desarrollan en el entorno son cada vez más
competitivos, provocando que las organizaciones se adapten rápidamente mediante la
aplicación de sistemas de gestión que permitan elevar considerablemente la calidad en
los servicios, pasando a ser de una opción a una exigencia para las diferentes
instalaciones turísticas, especialmente los países como Cuba, cuya economía descansa
básicamente en los servicios. Es por ello, que las entidades hoteleras precisan ser más
competitivas para sobrevivir en el mercado, a fin de satisfacer las expectativas de los
clientes. Se justifica entonces, la necesidad del país de ir a la búsqueda de herramientas
cada vez más eficientes como el Sistema de Gestión de la Calidad (SGC) donde el
diagnóstico de la situación actual constituye un elemento importante para su posterior
diseño, acto que está estrechamente vinculado a los planes de mejora que deben
enfrentar los hoteles y de lo cual el hotel Hanabanilla no se encuentra exento. Lo
anteriormente señalado lleva a definir como objetivo general del trabajo: diseñar acciones
para la implantación del SGC en el restaurante “Jibacoa”, en correspondencia con las
fases que plantea la norma ISO 9000:2008, sustentadas por un diagnóstico que permite
caracterizar la situación real de la instalación. Para la obtención de la información se
utilizaron métodos y herramientas de análisis–síntesis, de análisis–solución, observación
directa al proceso de prestación de servicio, lista de chequeo, diagramas de flujo,
diagramas causa efecto, mapeo de procesos y el software Visio para la representación
gráfica de procedimientos y figuras.
The rapid and unpredictable changes in the environment are more and more competitive, provoking that the organizations adapt rapidly by means of the application of management systems that allow them to improve considerably the quality of the services, passing from an option to a demand for the different tourist facilities, especially the countries as Cuba, which economy rests basically on the services, that´s why hotel entities need to be competitive to survive on the market, in order to satisfy the expectations of the tourists.It justifies then, the need of the country to look for more and more efficient systems such as the design and the implementation of the Management Quality System (MGS) where the diagnosis of the current situation constitutes an important element for its later design, fact that is narrowly linked to the plans of progress that must be faced by the hotels and from which the hotel Hanabanilla is not exempt. What is stated above leads us to define as general target, applying a procedure of diagnosis, that allows us to identify the real situation, regarding quality management in the restaurant “ Jibacoa “, according to ISO 9000:2008 norms . For obtaining the information we used methods and tools of analysis - synthesis, of analysis - solution, direct observation of the service process, list of check-up, flowcharts, cause and effect diagrams, mapping of processes and the Visio software for the graphic representation of procedures and figures.
The rapid and unpredictable changes in the environment are more and more competitive, provoking that the organizations adapt rapidly by means of the application of management systems that allow them to improve considerably the quality of the services, passing from an option to a demand for the different tourist facilities, especially the countries as Cuba, which economy rests basically on the services, that´s why hotel entities need to be competitive to survive on the market, in order to satisfy the expectations of the tourists.It justifies then, the need of the country to look for more and more efficient systems such as the design and the implementation of the Management Quality System (MGS) where the diagnosis of the current situation constitutes an important element for its later design, fact that is narrowly linked to the plans of progress that must be faced by the hotels and from which the hotel Hanabanilla is not exempt. What is stated above leads us to define as general target, applying a procedure of diagnosis, that allows us to identify the real situation, regarding quality management in the restaurant “ Jibacoa “, according to ISO 9000:2008 norms . For obtaining the information we used methods and tools of analysis - synthesis, of analysis - solution, direct observation of the service process, list of check-up, flowcharts, cause and effect diagrams, mapping of processes and the Visio software for the graphic representation of procedures and figures.
Descripción
Palabras clave
Restaurante Jibacoa Hanabanilla, Gestión de Calidad, Diagnóstico