Elaboración de un manual de procesos de calidad en el área de servicio y atención al cliente del Bar Restaurante Bocatas, 2014

Abstract

The present project aims to develop a manual of quality processes in the area of service and customer care at Bar Restaurant Bocatas in Riobamba city. This study is developed through the kind of non-experimental descriptive research, and information was obtained due to survey instrument, applied to external and internal customers. This restaurant survey applies to all internal customers and external customers the amount determined by the formula of sample. After tabulation, data analysis and interpretation of results were obtained with them and applied of quality processes in the area of service and customer care were determined by manual. The main purpose about manual is to provide methods, techniques and tools for improving service and customer, service processes and customer care are set before, during and after the service according step by step procedures to be applied in each processes. Finally, this manual in-tended for the owner administrator, service personnel and to train future work-ers and thus ensure development of their functions.