Propuesta de plan para la mejora continua de la gestión de la calidad en el Hotel Selina, Cuenca Ecuador

Abstract

This intervention project was born from the need to improve quality management at Hotel Selina, through the design and development of a plan that becomes a useful tool for the administrative staff of the company, which indicates the different procedures to be followed in the six departments that make up the tourist accommodation establishment. Initially, the diagnosis of the current situation was made through the SWOT, EFE and EFI matrices, which facilitated the analysis of the internal and external factors that affect the organization of the hotel. To achieve this objective, the information provided by the manager was collected, as well as the field research that contributed to the development of the strategic planning of the project. Therefore, comprehensive improvements to the services offered by the establishment were defined, considering the Deming cycle by virtue of its indispensable variables (plan, do, verify, act) and the six basic quality tools (Flow Chart, Cause-Effect, Pareto, Stratification, Histogram and Check sheet) to evaluate and reduce possible shortcomings that afflict the quality of perceived services. Finally, both operational and organizational guidelines were established for the improvement of processes in the different areas of work, based on the proposal of quality formats for efficient control in each of the tasks executed; such formats detailed certain parameters such as the functions and activities of the personnel, job profiles and flowcharts of the different procedures. Keywords: Quality management, continuous improvement, process manual, hospitality, Selina Cuenca