Plan de mejora de los procesos del restaurante Crepes del Nino, en la ciudad de Guayaquil.

Abstract

With this degree work, the aim is to develop a study which will allow the design of a process improvement plan for the Crepes del Nino restaurant. To carry out a correct study, direct observation was used as measurement instruments through a card elaborated by the food and beverage regulations, an interview for the manager and workers of the establishment which is based on knowing in a more profound way the service, the environment work and infrastructure and equipment, and as a survey model the Dineserv model was applied, which was applied to a total of 371 clients who visited Crepes del Nino, to know their perception vs. expectation. For direct observation, the period from July 5 to 9 was established with a maximum duration of 120 minutes. The interviews were carried out from July 12 to 18 at night and the application of the surveys was established from August 1 to 8, between the ranges of 10:00 am to 3:00 pm and from 5:00 pm to 10:00 pm. Among the main findings that were obtained are: through observation it was possible to identify faults present in the service and in the production process; When applying the interviews, it was obtained that there is a lack of training of the human resource and the results obtained with the application of the surveys were that despite the fact that in all the evaluated dimensions the perception exceeded the expectation, there were dimensions which the differentiating gap was minimal, meaning that improvements could still be made to increase the difference gap. By applying the improvement plan, it is sought to be able to maintain a balance with respect to economic growth, social development and environmental care, thus generating that the establishment is able to base and promote a sustainable economy.