Mejoramiento del servicio al cliente para la empresa El Viejo Bamboo Catering Service

Abstract

This thesis is a research project to establish the general guidelines for the customer service improving in “El Viejo Bamboo Catering Service”, enterprise located in the Valle de los Chillos Quito, In order to meet this objective the ISO 9001- 22000 Standard was implemented in the enterprise management system, as it establishes a certified guideline for any enterprise products and services to have an excellent level and consequently consolidate and remain over time. The project theme was presented as a tempting alternative emphasizing the service the enterprise gives, which is the objective of study; where food chosen by the customers can be cooked or menu suggestions can be given so the customer taste these delicacies, in this way the social events service will be more efficient and effective. The study started with the determination of the environment surrounding the company by taking into account the business and marketing opportunities, supply and demand including the competition with similar or related catering businesses in the city. The study finishes with the proposal where not only the steps to follow in an emerging business case, but also permanent training to the team members to work and act in favor of the environment and food safety are detailed finally, all the used reference sources are provided with the purpose of designing a theoretical basis of the project and apply it in some topics discussed during the development.