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 Biennys Martinez Peña. To download it completely you can do it through the following link: http://adf.ly/1W8Qty
The present investigation was carried out with the objective of evaluating the current situation of costs of non-quality in the Grupo Empresarial Extrahotelero (GEE, hereinafter) Palmares SA Specifically in the restaurants La Bodeguita del Medio and La Cecilia, for constituting two of the restaurants with greater demand and prestige from the capital, and therefore due to the high number of clients that serve on a daily basis.
In order to comply with the established objective, all the documents that referred to quality in each one of the establishments (GEE Palmares SA, Branch, Base Business Unit (UEB, hereinafter) and all the restaurants object of study). This allowed the development of a control questionnaire and a guide, which would facilitate the evaluation and behavior of the costs non-quality in the main processes, involved in the restoration: Purchase-reception, storage-distribution, elaboration and service.
Different methods such as direct observation were used to analyze the level of risks or activity of the costs of non-quality; In addition, interviews and questionnaires were carried out with specialists and clients to collect as much information as possible. With the results obtained, a set of actions was developed that will allow corrective activities to be carried out in the restoration processes to mitigate the costs of no quality
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