Bibliographic citations
Barrantes, J., Diaz, K. (2021). Diseño de la metodología despliegue de la calidad (QFD) para mejorar el nivel de satisfacción del cliente del restaurante Vigo´s Pizza, Cajamarca-2021 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/29517
Barrantes, J., Diaz, K. Diseño de la metodología despliegue de la calidad (QFD) para mejorar el nivel de satisfacción del cliente del restaurante Vigo´s Pizza, Cajamarca-2021 [Tesis]. PE: Universidad Privada del Norte; 2021. https://hdl.handle.net/11537/29517
@misc{sunedu/3080261,
title = "Diseño de la metodología despliegue de la calidad (QFD) para mejorar el nivel de satisfacción del cliente del restaurante Vigo´s Pizza, Cajamarca-2021",
author = "Diaz Medina, Karla Andrea",
publisher = "Universidad Privada del Norte",
year = "2021"
}
This research was carried out in the company Vigo's Pizzas, located in the city of Cajamarca. Initially, the objective was to improve the level of customer satisfaction by designing the methodology deployment of the quality function (QFD). To do this we used a survey previously validated by three experts, then said survey with functional and dysfunctional questions, recommended by the Kano methodology, were applied to 31 clients. It is worth mentioning that a non-probabilistic sampling called a "snowball" was taken. Next, 84% of customer satisfaction was obtained. The improvement plan obtained through the methodology deployment of quality function (QFD), allowed to capture the improvement plans, within which we have: standardization of the recipe through a manual of procedures, a digital marketing plan, plant distribution through the SLP method and training to the staff, where an increase to97% of customer satisfaction was obtained. Finally, the financial analysis shows a net present value of S/. 30,446.44; an internal rate of return of 72% and a profitability index of 2.40 that indicates that for each sun invested 1.40 soles of profit will be obtained.
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