Estandarización de procesos para la atención al cliente en el patio de comidas del mercado 10 de Noviembre de la ciudad de Guaranda. 2015

Abstract

This research aims to provide the sale of prepared food products to the responsible in the food court of the market "10 de Noviembre" city of Guaranda, an information that will strengthen in them the attitude we should take towards the importance entails customer service, therefore it has developed a set of guidelines to encourage organizations responsible for the preparation and sa le of prepared food, so the workers can manage customer service processes. In the conceptua l framework, current topics were recorded that potentiated the investigation so that it can constitute a reference, among these issues is related to the standardizat ion of processes, from its definition, the process description, customer service, customer types, among other topics that are of most interest. After making the diagnosis and visibility of the developed actions in the food court of the ma rket "10 de Noviembre" city of Guaranda, through a survey was conducted to 222 customers, it determined that not everyone was satisfied with the care provided, as well as a record of observation was applied to the study site. According to the obtained results that it got in the applied instruments, it concluded that there is a need to design a manual for customer service to the food court because workers do not have an adequate knowledge to offer their services of food.