Resumo

LOPEZ-GARCIA, Zoramis  e  MICHELENA-FERNANDEZ, Ester. Improvement of the process of provision of services at a gastronomic service facility. Ing. Ind. [online]. 2014, vol.35, n.1, pp. 34-44. ISSN 1815-5936.

After an initial diagnosis in the Mediterranean UEB's Ranchones Playa, deficiencies were detected which attempt against the achievement of an excellence service at the Ranch "El Compay"; this shows the need of making changes in order to raise the perceptual index of the Quality of the Service (IPCS). The objective of this investigation is: "Laying plans and establishing the improvement in the process of providing services in this facility in order to allow an increase in the levels of the IPCS of its external clients, and by means of this this achieving the evaluation of excellence". This was implemented in the process of provision of services of the Ranch "El Compay", with encouraging result according to the following indicators: waiting period, quality requirements of the served dishes and perceptual index of the received service.

Palavras-chave : quality; continuous improvement; perceptual index of the quality of the service.

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