“Plan estratégico, considerando la mejora de los procesos operacionales según la ISO 9001-2015 para el hotel Italia de la ciudad de Cuenca-Ecuador

Abstract

This intervention project will address the elaboration of a strategic plan, based on the ISO standard 9001:2015 of quality management systems that adapts to the needs presented by Hotel Italia, in order to serve as a tool for the company in the development of a competitive advantage, the international certification ISO standard 9001: 2015, which has been developed by the International Organization for Standardization to achieve high quality standards, which can be applied voluntarily in accommodation establishments to guarantee a quality service that increases customer satisfaction, increases the profitability of the establishment and reduces costs by establishing an effective work structure, within which continuous improvement can be defined and implemented for the achievement of objectives and strategies. This research has a qualitative approach, based on the bibliographic search, surveys, interviews and the analysis of the quality management systems provided by the ISO standard 9001 in such a way that the shortcomings of the establishment can be identified and strategies can be proposed to improve the quality of its services. Therefore, the results obtained will benefit the Hotel Italia of the city of Cuenca, since the strategic plan will help in the improvement of its processes, resulting in a quality service, providing a competitive advantage to the establishment. Keywords: ISO 9001, strategic plan, quality, processes, flowchart, quality management system.