Diseño de un modelo de gestión por procesos para la empresa TANUSURF S.A., en la provincia de Manabí, cantón Jipijapa

Abstract

The objective of this research work was the design of a process management model for the company TANUSURF S.A., in Jipijapa canton of Manabí province. The methodology applied was based on field research by applying instruments such as surveys in the administrative and operational areas as well as the SWOT Matrix, where it was determined that the institution has several shortcomings such as lack of staff training, lack of marketing application, lack of strategic plans, poor organization of processes, lack of staff with experience in languages, which directly affect the business operation. The implementation of a process management model for Tanusurf will improve efficiency in the management of tourism processes through transportation services, lodging, meals, visits to museums, historical or cultural sites, provide efficiencies through standardization and achieve 100% customer satisfaction in terms of quality, availability and price through the application of the manual that details step by step each of the activities to be developed. With the development of the procedures manual the company will follow the guidelines of process management, as a tool for the activities of the company to develop optimally and the processes are of quality based on decision making. It is recommended that the company's authorities implement process management, since it is a management model that helps to provide quality service to its customers and ensures better development of the company through processes that help to make appropriate decisions