Diseño y propuesta de un sistema de mejoramiento de los procesos del área de operaciones en Plaza de las Américas de la ciudad de Quito

Abstract

The purpose of this study is to offer an improvement in the current critical processes that are related to the Operations Area Plaza de las Americas. It is made on five chapters oriented to customer’s satisfaction, providing services. In the chapter 1: Exposes the introduction of shopping centers, from the beginning to nowadays, among which “Plaza de las Americas” which issues are discussed, hypotheses suggested, and intended to verified, in order to achieve the goal proposed in this study. In the chapter 2: It presents the methodology with which the thesis was developed, the concepts that will enable the improvement of the processes. In the chapter 3: It shows an analysis of the current situation of the company: processes raised area, prioritizing processes for improvement, of which value-added analysis is performed. In the chapter 4: focuses on the proposed improvements, with priority processes by which a new structure was established in characterizing of processes, a way that is easily understood and put into practice, the results will be observed through indicators and analysis of added value. In the chapter 5: establishes the conclusions and recommendations proposed.