Mejoramiento a la gestión de riesgo como contribución a la sostenibilidad del Hotel Playa Cayo Santa María
Date
2018
Authors
Martínez Broche, Julio Cesar
Journal Title
Journal ISSN
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Publisher
Universidad Central ‘‘Marta Abreu’’ de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Abstract
La presente investigación se realiza en el Hotel Playa Cayo Santa María, debido a los señalamientos derivados de las auditorías internas realizadas y de las que han efectuado los organismos que intervienen en el control de los riesgos, atrasos en la aplicación de nuevos cambios relacionados con las modificaciones en la ISO 9001:2015 donde se define la gestión de riesgo como un elemento importante para los procesos. Se aplica el procedimiento propuesto por Mora Rondón (2017) para dar solución a estos problemas, apoyado en técnicas de recolección, análisis y procesamiento de información como: revisión de documentos, tormenta de ideas, entrevistas, observación directa, matriz DAFO, diagrama causa-efecto, método de expertos, matriz de riesgo. Los resultados argumentados y veraces se focalizan en la detección de los principales problemas que existen actualmente y los riesgos que traen consigo. Se hace una clasificación de estos riesgos en ínfimos, moderados, altos y extremos, se consideran estos últimos inaceptables. Se elabora un plan de medidas de control de riesgo, se determinan cuáles son los objetivos de control, se definen los portadores de mejoras y se definen las acciones de mejora con su respectivo cronograma de realización.
The present investigation is carried out in the Hotel Playa Cayo Santa María, due to the indications derived from the internal audits carried out and from those carried out by the agencies that intervene in the control of the risks, delays in the application of new changes related to the modifications in ISO 9001: 2015 where risk management is defined as an important element to be able to manage processes. To solve these problems, it is decided to apply the procedure proposed by Mora Rondón (2017), which is supported by techniques for collecting, analyzing and processing information such as document review, brainstorming, interviews, direct observation, matrix FODA, cause-effect diagram, expert method, risk matrix, among others that allow an accurate and argued result of the hotel's current scenario. The results are focused on the detection of the main problems that exist in the hotel and the risks that come with it; a classification of these risks is made into insignificant, moderate, high and extreme risks, the latter being unacceptable; a plan of risk control measures is drawn up, then the control objectives are determined, the improvement bearers are defined and based on them the improvement actions are drawn up together with their execution schedule.
The present investigation is carried out in the Hotel Playa Cayo Santa María, due to the indications derived from the internal audits carried out and from those carried out by the agencies that intervene in the control of the risks, delays in the application of new changes related to the modifications in ISO 9001: 2015 where risk management is defined as an important element to be able to manage processes. To solve these problems, it is decided to apply the procedure proposed by Mora Rondón (2017), which is supported by techniques for collecting, analyzing and processing information such as document review, brainstorming, interviews, direct observation, matrix FODA, cause-effect diagram, expert method, risk matrix, among others that allow an accurate and argued result of the hotel's current scenario. The results are focused on the detection of the main problems that exist in the hotel and the risks that come with it; a classification of these risks is made into insignificant, moderate, high and extreme risks, the latter being unacceptable; a plan of risk control measures is drawn up, then the control objectives are determined, the improvement bearers are defined and based on them the improvement actions are drawn up together with their execution schedule.
Description
Keywords
Hotel Playa Cayo Santa María, Villa Clara, Auditoría Interna, Control de Riesgos, Norma ISO 9001:2015