Propuesta de manual de calidad para el restaurante Urban Food de la ciudad de San Gabriel, Provincia del Carchi
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Date
2025
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Publisher
PUCE - Ibarra
Abstract
El presente trabajo propone un manual de calidad para el restaurante Urban Food, ubicado en San Gabriel, Provincia del Carchi. Este manual busca estandarizar procesos y mejorar la calidad de los productos y servicios ofrecidos, respondiendo a las demandas de un mercado competitivo y a las expectativas de los clientes. El objetivo general fue diseñar un manual de calidad para optimizar los procesos de producción y servicios en el restaurante Urban Food, mejorando la satisfacción del cliente y la eficiencia operativa. La investigación, de enfoque mixto, combina análisis cualitativo y cuantitativo. Se emplearon métodos inductivo deductivo, analítico y sintético. Las técnicas incluyeron encuestas, entrevistas y observación no participante. Los instrumentos utilizados fueron cuestionarios, guiones de entrevistas y fichas de observación. Se realizó un análisis detallado de los procesos actuales del restaurante y la percepción de los clientes. Los resultados más relevantes fueron: El análisis FODA identificó como fortalezas la calidad de los ingredientes y la ubicación estratégica, y como debilidades la falta de estandarización en los procesos internos. Las encuestas revelaron que los clientes valoran la calidad de los ingredientes y el sabor de los platos, pero esperan mejoras en la rapidez del servicio y mayor variedad en el menú. Las entrevistas subrayaron la importancia de la capacitación continua del personal y la relación con proveedores confiables para garantizar la frescura de los insumos. La propuesta incluye estrategias como la implementación de manuales de calidad, la capacitación regular del personal y el uso de tecnologías para optimizar procesos. Se concluye que la implementación de un manual de calidad en Urban Food contribuirá significativamente a la estandarización de procesos, mejorando la calidad del servicio y la satisfacción del cliente. Esto posicionará al restaurante como un referente en la oferta gastronómica local.
The present study proposes a quality manual for Urban Food, a restaurant located in San Gabriel, Province of Carchi. This manual aims to standardize processes and improve the quality of products and services offered, addressing the demands of a competitive market and meeting customer expectations. The general objective was to design a quality manual to optimize production and service processes at Urban Food, enhancing customer satisfaction and operational efficiency. The research, with a mixed-methods approach, combines qualitative and quantitative analysis. Inductive-deductive, analytical, and synthetic methods were employed. Techniques included surveys, interviews, SWOT analysis, and non-participant observation. The instruments used were questionnaires, interview scripts, and observation forms. A detailed analysis of the restaurant's current processes and customer perceptions was conducted. The most relevant results were: The SWOT analysis identified strengths such as the quality of ingredients and the strategic location, while weaknesses included the lack of standardization in internal processes. Surveys revealed that customers value the quality of ingredients and the taste of dishes but expect improvements in service speed and a greater variety of menu options. Interviews highlighted the importance of continuous staff training and reliable supplier relationships to ensure ingredient freshness. The proposal includes strategies such as implementing quality manuals, regular staff training, and leveraging technology to optimize processes. It is concluded that implementing a quality manual at Urban Food will significantly contribute to process standardization, improving service quality and customer satisfaction. This will position the restaurant as a benchmark in the local gastronomic market.
The present study proposes a quality manual for Urban Food, a restaurant located in San Gabriel, Province of Carchi. This manual aims to standardize processes and improve the quality of products and services offered, addressing the demands of a competitive market and meeting customer expectations. The general objective was to design a quality manual to optimize production and service processes at Urban Food, enhancing customer satisfaction and operational efficiency. The research, with a mixed-methods approach, combines qualitative and quantitative analysis. Inductive-deductive, analytical, and synthetic methods were employed. Techniques included surveys, interviews, SWOT analysis, and non-participant observation. The instruments used were questionnaires, interview scripts, and observation forms. A detailed analysis of the restaurant's current processes and customer perceptions was conducted. The most relevant results were: The SWOT analysis identified strengths such as the quality of ingredients and the strategic location, while weaknesses included the lack of standardization in internal processes. Surveys revealed that customers value the quality of ingredients and the taste of dishes but expect improvements in service speed and a greater variety of menu options. Interviews highlighted the importance of continuous staff training and reliable supplier relationships to ensure ingredient freshness. The proposal includes strategies such as implementing quality manuals, regular staff training, and leveraging technology to optimize processes. It is concluded that implementing a quality manual at Urban Food will significantly contribute to process standardization, improving service quality and customer satisfaction. This will position the restaurant as a benchmark in the local gastronomic market.
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Keywords
Manual de calidad, Estandarización, Satisfacción del cliente, Procesos operativos, Capacitación