Gestión de procesos operativos para el servicio y atención al cliente Zona 10 Resto Bar, Riobamba 2013

Abstract

The present investigation objective is carry out the operational process management of service and client’s attention of ZONA 10 RESTO BAR in Riobamba city, Chimborazo province. The study was developed keeping in mind the descriptive type non-experimental investigation features. Information was gathered applying polls to the ZONA 10 RESTO BAR internal and external client. Results were gotten after tabulating, analyzing and interpreting the data determining the operational process for service and client’s attention by means of a procedure manual. All internal client were taken into account in this investigation and sampling formula was applied to work with the external clients because of the number of clients. The main manual objective is to provide methods and necessary tools for the service and client’s attention of the place mentioned above in order to satisfy their needs. The procedure manual is directed to all staff participating in the service and client’s attention. A better development will be achieved with the gotten information and it will help to improve the development. At the same time, this manual will allow training to future workers performing in the service and client’s attention of ZONA 10 RESTO BAR.