Elaboración de un manual de procesos operativos en base a la norma ISO 9001:2015 para cafeterías de una y dos tazas: caso de estudio "El Andaluz cafetería" de la ciudad de Cuenca

Abstract

El Andaluz" café is an establishment located in the downtown area of Cuenca, Azuay with more than 30 years in the market; it currently operates empirically without a technical organization as to allow it to position itself in the food and beverage sector; it is for this reason that it has been decided to implement a process manual for the main area of the establishment that is the kitchen; it does not currently have a standardized and/or by-process organization. Initially we proceeded with the revision of the different types of manuals that exist in the companies to be able to identify the parameters to be used when structuring the proposal; subsequently the situational analysis under which it is currently operated was carried out, thus identifying the basic processes that the kitchen manages that are: purchase of the raw material, daily production, general administration, cleaning and maintenance. In addition, a SWOT analysis was carried out in order to obtain the necessary information required for the implementation of corrective and improvement actions to be raised by the process manual. Once all the results obtained were reviewed, the manual itself was carried out, consisting of fourteen sections covering everything related to good practices in the kitchen to be implemented. Finally, it should be noted that the process manual must be updated periodically.