Bibliographic citations
Torres, K., Siuse, M. (2021). Propuesta de mejora para la satisfacción del cliente de un restaurante de comida rápida en el departamento de amazonas por medio de la estandarización de procesos [Trabajo de investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/660140
Torres, K., Siuse, M. Propuesta de mejora para la satisfacción del cliente de un restaurante de comida rápida en el departamento de amazonas por medio de la estandarización de procesos [Trabajo de investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/660140
@mastersthesis{sunedu/3160813,
title = "Propuesta de mejora para la satisfacción del cliente de un restaurante de comida rápida en el departamento de amazonas por medio de la estandarización de procesos",
author = "Siuse Calixto, Mercedes Susana",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
In this research study, Process Standardization is proposed as an improvement for customer satisfaction in a fast food restaurant located in the Department of Amazonas. In each of the chapters, the procedures currently followed by the mentioned restaurant are conceptualized, analyzed and evaluated in order to find the shortcomings and carry out the corresponding proposal. In the first chapter, the state of the art is revealed, taking into consideration the most recent studies that are consistent with the subject, the theoretical framework where all the concepts that will be used in this research work are exposed, as well as the success cases where the implementation of process standardization has achieved excellent results. In the next chapter, the current situation of the restaurant is described and analyzed, the processes that are being followed are identified and the factors that would be acting negatively in the production processes of the organization are determined. In the third chapter, the tools to be used to apply the standardization of support processes and production processes are identified, in order to achieve better control of the processes and indicators, with high benefits in customer satisfaction. Finally, the fourth chapter presents the conclusions and recommendations that have been reached in this research study, in order to be used and implemented in the restaurant.
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