Calidad de las empresas en el sector restaurantes de la región Lambayeque
Date
2019-08-12
Journal Title
Journal ISSN
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Publisher
Pontificia Universidad Católica del Perú
Abstract
El presente estudio de investigación ha sido desarrollado con la finalidad de poder
medir el nivel de calidad en las empresas del sector Restaurantes del departamento de
Lambayeque, Peru, para lo cual se busca identificar el nivel de cumplimiento de los nueve
factores del Total Quality Managment (TQM), en estas empresas. El documento base
utilizado como guía se centra en el modelo TQM que incluye nueve factores de calidad
medibles desarrollado por el Doctor Jorge Benzaquen, 2013. Estos factores son: (a) Alta
Gerencia, (b) planeamiento de la calidad, (c) auditoría y evaluación de la calidad, (d) diseño
del producto, (e) gestión de la calidad del proveedor, (f) control y mejoramiento del proceso,
(g) educación y entrenamiento, (h) círculos de calidad y (i) enfoque hacia la satisfacción del
cliente. Con respecto a las referencias utilizadas, al ser el sector de Restaurantes un rubro en
el que prácticamente no existe un manejo empresarial debido a que son en su mayoría
microempresas familiares, es difícil encontrar referencias y bibliografías de autores que
hayan investigado el desarrollo de este sector, por lo cual, la presente investigación ha visto
por conveniente el uso de referencias que se encuentran en internet como entrevistas a
reconocidos chefs, noticias de diarios al respecto, opiniones públicas en general.
Durante los meses de Mayo a Julio del año 2014 y mediante el uso de encuestas se
entrevistaron a los responsables de un total de 162 restaurantes del departamento de
Lambayeque. La recolección de datos se realizó mediante encuestas a los encargados de los
restaurantes y para el análisis estadístico se utilizó el programa estadístico SPSS y la
confiabilidad de las preguntas del cuestionario se realizó calculando el Alpha de Cronbach.
Los resultados obtenidos demuestran un alto cumplimiento de los nueve factores del
TQM.
This research study was developed with the purpose to measure the level of quality companies in the sector of Restaurants in the department of Lambayeque, Peru, which seeks to identify the level of fulfillment of the nine factors of the Total Quality Management (TQM) in these companies. The basic document used as a guide focuses on the TQM model which includes nine measurement quality factors developed by Dr. Jorge Benzaquen, 2013. These factors are: (a) High Management, (b) quality planning, (c) auditing and quality assessment, (d) product design, (e) quality supply management, (f) control and process improvement, (g) education and training, (h) quality circles and (i) focus on customer satisfaction. About the references used, being the sector of restaurants an area where there is virtually no business management because they are mostly micro family businesses, is difficult to find references and bibliographies of authors that have investigated the development of this sector, therefore, for it convenience this research will use references found in the Internet and interviews with celebrity chefs, daily news about it and public opinion in general. During the months of May to July 2014 and using surveys could interview the managers of a total of 162 restaurants in Lambayeque. Data collection was performed by surveying managers of restaurants and for statistical analysis we use the SPSS software while the reliability of questions in the questionnaire was performed by calculating the Cronbach's Alpha. The obtained results demonstrate a high fulfillment of the nine factors of the TQM.
This research study was developed with the purpose to measure the level of quality companies in the sector of Restaurants in the department of Lambayeque, Peru, which seeks to identify the level of fulfillment of the nine factors of the Total Quality Management (TQM) in these companies. The basic document used as a guide focuses on the TQM model which includes nine measurement quality factors developed by Dr. Jorge Benzaquen, 2013. These factors are: (a) High Management, (b) quality planning, (c) auditing and quality assessment, (d) product design, (e) quality supply management, (f) control and process improvement, (g) education and training, (h) quality circles and (i) focus on customer satisfaction. About the references used, being the sector of restaurants an area where there is virtually no business management because they are mostly micro family businesses, is difficult to find references and bibliographies of authors that have investigated the development of this sector, therefore, for it convenience this research will use references found in the Internet and interviews with celebrity chefs, daily news about it and public opinion in general. During the months of May to July 2014 and using surveys could interview the managers of a total of 162 restaurants in Lambayeque. Data collection was performed by surveying managers of restaurants and for statistical analysis we use the SPSS software while the reliability of questions in the questionnaire was performed by calculating the Cronbach's Alpha. The obtained results demonstrate a high fulfillment of the nine factors of the TQM.
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Keywords
Calidad total, Restaurantes--Perú--Lambayeque, Investigación cuantitativa
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