Propuesta de aplicación de un manual de procesos para el servicio de atención al cliente en Wapos bar restaurant.

Abstract

This written work presents a case study of WAPOS bar-restaurant, showing as a problem the ignorance of the adequate techniques for the management and correct development of their work, this leads to develop the activities in an empirical way, being able to establish processes that serve as orientation for achieve a quality service. The importance of offering a manual that allows an adequate control for the proper functioning of the company will help to carry out each activity stipulated in the document which will serve as a teaching tool for those who provide service, the project analyzes the problems that cause perform this research based on real data using as a support material a survey that allows analyzing and clarifying each aspect involved in customer service. In this document you will also find important concepts about the process manual and its service and customer service, design and preparation of each work area of the restaurant bar with their respective functions which will serve as help to improve their services. Through the organization chart of the place this document was elaborated establishing the division of the different departments when examining each detail, position and number of employees, allowing to raise the fulfillment of the established objectives oriented to improve and provide quality service.