Diseño e implementación de un proyecto de mejora en la calidad del servicio: caso aplicado a restaurante-cafetería “Tayta Lola” de la ciudad de Quito-Ecuador

Abstract

In our area businesses and entrepreneurs, eager to position and stay within an increasingly competitive market, we have found it necessary to implement within their organizational structure, new processes related to quality of service and process improvement existing ones. In this sense, this thesis is aimed at targeting the root causes that generate the central problem of cafe-restaurant Lola Tayta, widespread deterioration of its sales volume. The research is based on the method Analysis and Troubleshooting (MAFF), which goes hand in hand with the Deming Cycle (PDCA), whose development is supported in the use of management techniques such as: SWOT Analysis Diagram Cause- Effect Diagram and Pareto. The information required for these procedures, is based on the opinion, the customer; collected through a commonly used for this purpose, the survey tool. As a second phase in the development of this thesis is the implementation of processes concerning the improvement of the quality of service. Finally, we intend to demonstrate on the basis of the results obtained, a new corporate image, suitable facilities and service that exceeds customer expectations.