Browsing by Author "Pineda Zapata, Uriel Fernando (Director)"
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Item Identificación de los atributos críticos del servicio ofrecido en un centro recreacional(Universidad Santiago de Cali, 2019) Casanova Cortés, Angie Carolina; Pineda Zapata, Uriel Fernando (Director)This paper is focused on identifying the critical attributes of the service offered in a Recreation Center. For that reason, an exploratory study was developed with the purpose of knowing the critical and favorable points in the quality of the service according to the perception of customers, a survey was applied to 215 users of the Center, with 95% reliability and a margin of error of +5%, The objective was to evaluate six fundamental service variables inspired by the Nordic quality of service model. The study highlights that variables such as the attention of waiters and service agility, are not relevant to the expectations of the users. Instead, there is evidence of a high assessment of the natural environment of the recreational center, in contrast to the low perception of elements related to the facilities of the place such as the playground, cabins and night club, underused spaces that are deteriorate and do not influence the user experience. The proposed service strategy is based on infrastructure expansion and elimination of other complementary service spaces. In the specific case of cabins, it is proposed to link with the hotel's lodging service to generate a greater economic income on this service in the CRCI.Item Requerimientos de trabajo y competencias laborales para una empresa de servicios alimentarios(Universidad Santiago de Cali, 2019) Baldovino Montiel, Carlos Antonio; Pineda Zapata, Uriel Fernando (Director)The role of human talent in companies to achieve successful results in any process, focuses on aspects of attitude, performance and skills, hence the importance of always having qualified and trained people in the work teams that facilitate organizational development and strengthening. In accordance with the above, the purpose of this study is to analyze the labor requirements and competencies that are required to improve the level of services, in a company in the food sector, multinational character, in the headquarters of the city of Cali-Colombia. Due to the lack of clarity in the requirements for the positions and not having established labor competencies, there was an inadequate selection of personnel, high turnover rates, high training costs, low levels of productivity, low levels of customers service, and impact on indicators related to sales and service processes. Following the case study methodology, a detailed description of the charges and processes was made, along with a review of specialized literature, seeking to clarify the company`s problems. Then, the instruments for the collection of information were designed, the work requirements and labor competencies of the operational positions for the human management and service delivery processes were defined, all this through the application of industrial engineering techniques and through the elaboration of a manual of responsibilities that allowed to establish a system of evaluation of the performance of the personnel. To achieve the purpose of the study, this document presents the following structure: literature review, study design, case description, results and discussion, and conclusions.