Bibliographic citations
Garcia, C., Garcia, A. (2025). Optimización de la gestión de los procesos operativos de la agencia de viajes Qispiy & Travel en Lima, 2024 [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683851
Garcia, C., Garcia, A. Optimización de la gestión de los procesos operativos de la agencia de viajes Qispiy & Travel en Lima, 2024 [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2025. http://hdl.handle.net/10757/683851
@misc{renati/1053507,
title = "Optimización de la gestión de los procesos operativos de la agencia de viajes Qispiy & Travel en Lima, 2024",
author = "Garcia Diaz, Amelia Dora",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2025"
}
This work falls within the research area of operational process management and aims to develop a proposal to improve the management of operational processes in the sales, reservations, and operations areas of Qispiy & Travel agency in Lima. The research was conducted using a qualitative approach and employed the case study method, involving semistructured interviews with employees, the agency's manager, and staff from collaborating agencies, who directly experienced the studied processes. The findings reveal inefficient internal communication, a lack of process standardization, and insufficient formal training. Additionally, the use of basic tools and limited human resources restrict efficiency and the quality of customer service. These results highlight the importance of implementing structured solutions, which is why the proposal includes creating a function manual with standardized process flowcharts and conducting a training workshop to strengthen organizational culture and enhance staff competency in process management. These tools will help reduce errors, improve communication, and ensure greater operational consistency, benefiting both the company and its clients. The significance of this proposal lies in its potential to transform the agency's internal management, optimize resources, and enhance its competitiveness in the tourism sector.
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