Diseño de un modelo de procesos para el centro turístico y cultural “Pucara Tambo” en la parroquia Cacha cantón Riobamba

Abstract

The objective of this research was to design a process model in Centro Turístico y Cultural “Pucara Tambo” in Cacha parish, Riobamba canton, through the definition of its processes and activities to improve internal management. It was developed under methodological guidelines of a mixed approach research (qualitative and quantitative), descriptive and explanatory research level, documentary and field study type, deductive, inductive, and analytical methods, in addition, research techniques such as observation, interview, and survey were used. Through the application of individual interviews to the staff who works in the tourist center, it was proceeded to fill out the files of processes and procedures so that all the existing processes were lifted, the population was made up of 7 employees and by 200 national tourists who visit the center, to find the sample of tourists the formula of finite populations was applied, being conformed by 132 tourists. The main results showed that the tourist center does not technically manage its activities because of a lack of a defined management model and a manual of processes that serves as a guide in its operation, which affects duplicity and delay of activities. The proposal contains a process manual that will allow increasing the efficiency and effectiveness in the development of the company's daily activities while optimizing the resources it uses. In conclusion, the process manual will improve internal processes and increase the satisfaction of internal and external customers, in such a way that it improves the operability of the touristic center. The implementation of the process management model is recommended to improve internal management and meet the proposed business objectives in community tourism.