Propuesta de mejora de la calidad del servicio en la agencia de viajes Gold Travel.

Abstract

Continuous improvement is a preponderant need within the processes of providing a good quality service, for this reason this work is aimed at improving the quality of service of the travel agency "Gold Travel" of the city of Machala, through the data collection application (survey) that is a management tool that is applied in all organizations that want to build a corporate and recognized image, to promote and obtain results in the medium and long term, granting reliability to their clients, giving responsibility to the owners of the processes, which allows optimal functioning throughout the organization. The integration of this proposal is achieved by deploying improvement strategies in all areas of the organization, each one fulfilling its function and, therefore, the performance of these areas must be measured, with the intervention of a system of indicators that reveal the deviations that may occur in the goals set and in which resources are implemented in quality improvement. The continuous quality improvement model raises factors that indicate the insufficiency that exists in the integration of continuous improvement management processes as part of the quality function; business management models applied to the current reality; Therefore, it is necessary to provide an adaptation solution to the organization, before an application investigation to its clients. The changes generated will serve to improve the environment in which the activity takes place and with it will be easy to detect the perceptions and perspective of the clients before a service.