Estudio para el diseño y organización de los procesos en una Agencia de Viajes Receptiva. Caso Agencia de Viajes Cubatur Villa Clara
Fecha
2011-07-25
Autores
López Garcia, Yaneisy
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
El turismo ha experimentado un desarrollo continuo y vertiginoso, llevado de la mano de los constantes avances científicos –técnicos y tecnológicos, lo que ha propiciado el aumento constante de los viajes, y la necesidad de perfeccionar el trabajo en entidades que actúan como intermediarias en el sector. A partir de incorporar nuevos métodos de gestión empresarial al sector turístico en nuestro país y de adaptar la empresa a las exigencias de la gestión económica propuesta en el nuevo modelo económico y social cubano se requiere de insertar en su cotidianidad herramientas como la gestión por proceso; para lo cual es imprescindible partir de un estudio minucioso de los mismos en este tipo de entidad. El presente trabajo de diploma se desarrolla en la Agencia de Viajes Cubatur Villa Clara, con el objetivo de realizar un estudio preliminar de la gestión por procesos y el diseño de los mismos. Para ello se partió de un análisis estratégico de la organización, tomando como base el estudio y revisión bibliográfica que contienen los conceptos y definiciones teóricas de la Gestión por Procesos. Una vez realizado el diagnóstico y análisis estratégico de la organización, se definieron como resultados principales: la identificación y jerarquización de los procesos a nivel de sistema de la entidad, así como la relación entre ellos y el funcionamiento en la Agencia de Viajes objeto de estudio, adecuándolos a las necesidades actuales y las exigencias de la gestión, de manera tal que le permita gestionar servicios de excelencia, eficaces y eficientes.
Tourism has experienced continuous and rapid development, led by constant scientific-technical and technological development, which has allowed the steady increase of travel and the need to improve work in institutions that act as intermediaries in the sector. Since the introduction of new methods of business management in the tourism sector in our country and since the adaptation of the company to the financial management requirements proposed in the new Cuban economic and social model, it is required to insert into your everyday tools such as management process, for what is essential to start a detailed study of such processes in this type of entity. This dissertation develops in the Travel Agency Cubatur Villa Clara, with the goal of completing a preliminary study of process management as well as the design of these processes. This will set out a strategic analysis of the organization, based on the studies and literature reviews which contain the concepts and theoretical definitions of Business Process Management. Once the diagnostic and strategic analysis of the organization is done, the following results were identified as main results: the identification and prioritization of system-level processes in the entity, as well as the relationship between these processes and their performance in the travel agency under study, adapting them to the current needs and demands of management, so as to manage effective and efficient, excellence services.
Tourism has experienced continuous and rapid development, led by constant scientific-technical and technological development, which has allowed the steady increase of travel and the need to improve work in institutions that act as intermediaries in the sector. Since the introduction of new methods of business management in the tourism sector in our country and since the adaptation of the company to the financial management requirements proposed in the new Cuban economic and social model, it is required to insert into your everyday tools such as management process, for what is essential to start a detailed study of such processes in this type of entity. This dissertation develops in the Travel Agency Cubatur Villa Clara, with the goal of completing a preliminary study of process management as well as the design of these processes. This will set out a strategic analysis of the organization, based on the studies and literature reviews which contain the concepts and theoretical definitions of Business Process Management. Once the diagnostic and strategic analysis of the organization is done, the following results were identified as main results: the identification and prioritization of system-level processes in the entity, as well as the relationship between these processes and their performance in the travel agency under study, adapting them to the current needs and demands of management, so as to manage effective and efficient, excellence services.
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Palabras clave
Gestión Empresarial, Gestión Económica, Agencia de Viajes Cubatur, Villa Clara