Propuesta de Implementación de Catering para el Mejoramiento del Servicio a Bordo bajo las Normas de Calidad ISO para Ferrocarriles del Ecuador Empresa Pública

Abstract

This research developed a proposal to implement a catering service to improve service on board using ISO quality standards for Public Company Railways of Ecuador. Situational analysis was performed on board service by field observations. This research was descriptive, the sample average daily volume of national and foreign tourists who use the train service on the route Quito-Latacunga-Quito. This work investigated the quality of service on board, was designed based surveys of different variables and indicators proposed, the results obtained, showed that 31.06% of national tourists and 48.37% of foreign tourists believe that the food service is bad. Based on this analysis, a proposal was made to implement a service catering with

a safety policy in food handling, following the ISO 22000 quality standards, which are perfectly suited the needs of service aboard Public Company Railways of Ecuador; the proposal contains all processes and the plant designs required for catering service. It was concluded that there is not service on board the train, only provides a

cafeteria services in the same stations that do not meet a quality system in production and customers service.