Elaboración de un plan estratégico de servicio en la cafetería heladería Gelato Caffe, Riobamba 2019

Abstract

The objetive of this qualification work was to prepare a strategic service plan in the gelato caffe ice-crean shop, Riobamba 2019 a ims to analyze, improve and provive a strategic plan, through methods that are viable for the formulation of the same. The qualitative and quantitative methodology was used, surveys were developed and applied to the two types of internal and external clients, an interview was made to the management of the organization. Thanks to this, it was allowed to give it the opportunity to study the market and establish an internal and external situational analysis of the company through the SWOT matrix. As a result, external cuatomers are not totally convinced of the Gelato caffe ice crean company, they provide a good quality of service, so the qualification is Media, employees or receive continuos training, the company´s infrastructure, and market experience in this years. As porpuse we have the formulation of a stragic plan that is focused on improving the quality of service provided in the organization, which can give us a stronger competitive carácter. It is recommended the use of the strategic plan in the inmediate from so that company complies with the proposed odjetives.