Resumo

RAMIREZ-BETANCOURT, Francisco David; EL ASSAFIRI-OJEDA, Yusef; SALGADO-CEPERO, Geidy  e  CRUZ-HERNANDEZ, Letney. Analysis of the effectiveness of management with an external focus in the private sector. Ing. Ind. [online]. 2020, vol.41, n.3  Epub 01-Dez-2020. ISSN 1815-5936.

The present work was developed in a private establishment of gastronomic services with the aim of applying a procedure to determine the problems that affect the effectiveness of the quality of its management. Different tools were used for the research, such as: the Delphi method, brainstorming, Kendall method and the cause-effect diagram. The methodology of Ramírez Betancourt (2010) was applied, which revealed that the average external client is satisfied with the service, although there are elements to improve. The main problems that affect the effectiveness of the management quality in the development of the services in the establishment are associated with: the speed of the service, the variety of the gastronomic offer and value for money.

Palavras-chave : effectiveness; quality; management; effectiveness of management.

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