Let's do the right thing

The thesis presented below has been developed as part of the final exercise of completion of studies to obtain the degree of Bachelor of Tourism by the graduate Ivet Román Caballero. To download it completely you can do it through the following link: http://adf.ly/1RhN2F

Its structure includes the following contents:


INTRODUCTION
CHAPTER 1 THEORETICAL FOUNDATION
Definition and historical evolution of quality
Quality of service. Key Features
ISO 9000 standards and the Efficient Quality
Restoration. Origin and current situation
Quality in the Restoration
Efficient of the Restoration. Processes That intervene
The Buffet Table. General features
Buffet table service features
CHAPTER 2 CHARACTERIZATION OF THE FACILITY OBJECT OF STUDY AND WORKING PROCEDURE
General Characterization of the Sol Meliá Chain and the Meliá Habana Hotel
The Sol Meliá Hotel Chain
Sol Meliá in Cuba
Hotel Meliá Habana
Marketing and competition
Restaurants, bars and other services
Materials and methods
Analysis of the behavior of the factors that affect the quality of food preparation and service in the Restaurant Buffet "Miramar"
Impact of HR on quality
Evaluation of the satisfaction of the external customer who visits the Restaurant Buffet "Miramar"
Food offer
Analysis global quality diagnosis. SWOT Cross Impact Matrix (Weaknesses, Threats, Strengths, Opportunities)
CHAPTER 3 RESULTS AND DISCUSSION
Analysis of the behavior of the factors that affect the quality of food preparation and service in the Restaurant Buffet "Miramar"
Impact of HR on quality
Evaluation of the satisfaction of the external customer who visits the Restaurant "Miramar" buffet
Analysis of the surveys applied by the Hotel in the period of January-December 2008
Analysis of the opinions of the open question
Analysis of the satisfaction surveys applied to the client who visits the Restaurant "Miramar" buffet
Sample characterization
Tourist influx at the Buffet Table
Buffet quality assessment
Evaluation of the variety and quality of desserts
Service evaluation
Evaluation of the general characteristics of the room
Analysis of the opinions of the open question
Food offer. Analysis of the breakfast and dinner event
Global analysis of the quality diagnosis. SWOT Cross Impact Matrix (Weaknesses, Threats, Strengths, Opportunities)
CONCLUSIONS AND RECOMMENDATIONS
REFERENCES

ANNEXES

Companies are currently facing global markets that present increasing challenges. One of the main ones is that of competitiveness, since not only do they face local companies, but the competition occurs between companies from all over the world.

In this environment, each competitor seeks to have an arsenal that implies a position of advantage over the others, as well as to neutralize the advantages of the opponents, trying to find a singular or unique element with respect to the competition strong enough to be perceived as distinctive. It is precisely the quality, the main source of service differentiation and it is inserted in the strategic projection of the businesses that are developed in a market in which multiple bidders concur.


The system management Quality can provide the framework for continuous improvement to increase the likelihood of increasing customer and other stakeholder satisfaction. This approach encourages organizations to analyze customer requirements, define the processes that contribute to achieving customer-acceptable products, and keep these processes under control. Work focusing on quality and the right management by processes, is to assure long life to the company.

To download the complete thesis follow the following link: http://adf.ly/1RhN2F 

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I am a dreamer and in my dreams I believe that a better world is possible, that no one knows more than anyone, we all learn from everyone. I love gastronomy, numbers, teaching and sharing all the little I know, because by sharing I also learn. "Let's all go together from foundation to success"
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