Propuesta de mejora del servicio de hospedaje en el Hotel Maracos utilizando Lean Service.
The research was carried out at the Maracos Hotel in the city of Villavicencio, for the reactivation of the hotel an improvement plan has been proposed to generate attraction and customer loyalty through the Lean Service methodology and other tools such as the QFD and VSM house of quality, through t...
Guardado en:
| Autor principal: | |
|---|---|
| Otros Autores: | |
| Formato: | Trabajo de grado (Pregrado y/o Especialización) |
| Lenguaje: | spa |
| Publicado: |
Universidad Antonio Nariño
2022
|
| Materias: | |
| Acceso en línea: | http://repositorio.uan.edu.co/handle/123456789/6329 |
| Etiquetas: |
Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
|
| Sumario: | The research was carried out at the Maracos Hotel in the city of Villavicencio, for the
reactivation of the hotel an improvement plan has been proposed to generate attraction and
customer loyalty through the Lean Service methodology and other tools such as the QFD and
VSM house of quality, through these two tools it was possible to know the process of the lodging
service, the perception that customers have of it and the waste, factors such as minimum demand,
improve customer service and unestablished processes; The Kaizen tool was chosen to establish
the procedures since it is used for continuous improvement and several activities were
established to improve the lodging service, including standardizing the cleaning service in the
rooms, training personnel on the importance of customer service and establishing a publicity plan
to increase demand, An Ideal VSM of the proposed improvement plan was carried out and its
financial viability was evaluated using the benefit-cost tool, which resulted in viability, since the
economic benefits are greater than the cost of the improvement plan. |
|---|
