Estandarización de procesos del servicio y atención al cliente para el bar escolar de la Unidad Educativa Isabel de Godín 2014

Abstract

This research with the title "STANDARDIZATION OF PROCESS FOR CUSTOMER SERVICE ANO ATIENTION AND IN THE SCHOOL BAR OF ISABEL DE GODIN HIGH SCHOOL,2014" whose main objective is to standardize processes for customer service and attention in the school bar of "Isabel de Godin" High School. The type of investigation used in this research is descriptive and exploratory; in whic, the current situation of the school bar is determined. The non-experimental design stipulates antecedents in research work; The instrument used in the project for the collection of information is the observation, by using file cards it is possible to determine the parameters to evaluate and surveys measuring knowledge and judgment of bar workers regarding the current processes of the institution. The bar of "Isabel de Godin" High school provides food service to students of the institution from childhood to adolescence; after the investi_gation, sorne aspects were identified such as: the ignorance of the existence of a functional organization chart,the use of inappropriate clothing, the ignorance on issues of basic standards of food handling, production, personal hygiene, customer service and attention; additionally, the supervision by the administrator is inefficient. Basado en el Reglamento para el Control del Funcionamiento de Bares Escolares se elaboró el Manual del Bar Educativo, el mismo abarca procesos de producción, higiene, servicio y atención al cliente determinando normas de comportamiento y trato a los usuarios del bar, son pasos a seguir para el desempeño diario de los trabajadores del establecimiento según sus áreas. Based on the Regulation for the Control of School Bars Operation, the Manual of the High School Bar was developed which covers sorne tapies as: production processes, hygiene, customer service and attention dtermining rules of behavior and treatment of users of the bar, those are steps to be followed in the daily performance of workers at the institution depending on their work areas.