Resumo

AVICH WANTON, Roxana de las Mercedes  e  PELLICER DURAN, Rubén Guillermo. Procedure for the Improvement of the Quality Management System at the Hotel Villa San Juan. Econ. y Desarrollo [online]. 2023, vol.167, n.2  Epub 01-Jul-2023. ISSN 0252-8584.

This research is based on the evaluation of the Quality Management System (QMS) through the ISO 9001:2015 standard at the Hotel Villa San Juan of the Islazul Santiago hotel chain. A procedure composed of six stages is proposed, which agreed to characterize the organization and also allowed the diagnosis and projection of solutions for quality management in the hotel. The study is based on the use of methods and tools that contribute to obtaining information on the services provided, such as the review of documents and records, the survey, group work, process representation diagram, Cause-Effect diagram, use of SPSS 22 software for survey validation and determination of Kendall's correlation coefficient.

Palavras-chave : evaluation; quality management; procedure.

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