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 Jorge Javier Morales Cabrera. To download it completely you can do it through the following link: http://adf.ly/1W8SmM
The present work is carried out with the aim of making a diagnosis of the costs of non-quality in the restoration activity of the Tropicana Branch, belonging to the Grupo Empresarial Extrahotelero Palmares SA, since the identification and study of them makes it possible to carry out an action plan to eradicate them and thus be able to increase profitability, providing an excellent service with the required quality and that exceeds customer expectations.
For this reason, it was very important to determine the current situation of the Tropicana facility, specifically the restaurants The Gardens and Rodney Café that were the object of study, as well as the work carried out in the entity to achieve the preservation and improvement of quality.
For this, an evaluation of the processes, of direct incidence in the restoration product (purchases, reception, storage, distribution, elaboration and service) with the purpose of determining the existing problems in each of these areas that could originate costs of non-quality, which was possible with the application of control questionnaires, a checklist and a guide based on previously revised documentation that facilitated the Insights of said deficiencies
and obtaining the results from which the action plan was carried out.
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