Sistema de gestión de calidad y los procesos operativos del Hotel La Kápital de la ciudad de Ambato

Abstract

The present case analysis carried out in the Hotel la Kápital of the city of Ambato, has as main objective, to analyze the quality management system applied in the operational processes in the Hotel "La Kápital" of the city of Ambato. Taking into consideration, that the way to execute the activities in each process, are optimal. For this reason, the researcher proposes the implementation of a continuous improvement plan based on ISO 9001: 2015, which includes the PHVA cycle or better known as the DEMIG cycle, which covers all processes within the company. And consequently achieve an efficient management, in companies whose nature is the provision of services. For the Case Analysis, the Check List was used, which constitutes a management tool, which allows obtaining accurate information, in order to obtain better results, this was administered to the employees who work in each one of the areas due to the fact that they are in charge of the different activities of Hotel La Kápital in the city of Ambato. This investigative work has five chapters in which an optimal analysis is performed as well as a precise investigation that collects data about the interrelationship of the activities and how these intervene in the operational processes, in order to support the proposed solution to the posed problem.