Procedimiento para el diseño e implantación del sistema de gestión de la calidad en el Complejo Rijo – Plaza – Don Florencio
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Universidad de Sancti Spíritus "José Martí Pérez"
Abstract
El objetivo de la investigación estuvo centrado en proponer un procedimiento para el
diseño e implantación del Sistema de Gestión de la Calidad como contribución a mejorar
la calidad del servicio en el complejo hotelero Rijo – Plaza – Don Florencio.
Primeramente, se construyó el marco teórico referencial de la investigación que se centró
en una revisión y análisis de la bibliografía relacionada con los Sistemas de Gestión de
la calidad y algunos elementos esenciales como las normas ISO, la mejora continua y las
particularidades de los servicios turísticos. Se realizó un diagnóstico de los principales
problemas que presenta el complejo hotelero Rijo – Plaza – Don Florencio donde se
identificó su principal debilidad y las cusas que la provocan. Se propone un
procedimiento, que incluye entre otros aspectos el diagnóstico de la calidad que abarca
los aspectos relacionados con los requisitos generales de las normas ISO, los requisitos
de la documentación, el manual de calidad, control de la documentación, responsabilidad
de la dirección, gestión de los recursos, realización del producto, medición, análisis y
mejora. Se comprueba la validez del mismo mediante el criterio de especialistas.
The objective of this research was to propose a procedure for the design and implementation of a Quality Management System as a contribution to improving service quality at the Rijo-Plaza-Don Florencio hotel complex. First, a theoretical framework was constructed, focusing on a review and analysis of the literature related to Quality Management Systems and key elements such as ISO standards, continuous improvement, and the specific characteristics of tourism services. A diagnosis was made of the main problems facing the Rijo-Plaza-Don Florencio hotel complex, identifying its main weaknesses and their underlying causes. A procedure is proposed that includes, among other aspects, a quality diagnosis that encompasses aspects related to the general requirements of ISO standards, documentation requirements, the quality manual, documentation control, management responsibility, resource management, product development, measurement, analysis, and improvement. Its validity is verified by the criteria of specialists.
The objective of this research was to propose a procedure for the design and implementation of a Quality Management System as a contribution to improving service quality at the Rijo-Plaza-Don Florencio hotel complex. First, a theoretical framework was constructed, focusing on a review and analysis of the literature related to Quality Management Systems and key elements such as ISO standards, continuous improvement, and the specific characteristics of tourism services. A diagnosis was made of the main problems facing the Rijo-Plaza-Don Florencio hotel complex, identifying its main weaknesses and their underlying causes. A procedure is proposed that includes, among other aspects, a quality diagnosis that encompasses aspects related to the general requirements of ISO standards, documentation requirements, the quality manual, documentation control, management responsibility, resource management, product development, measurement, analysis, and improvement. Its validity is verified by the criteria of specialists.