Diseño de un plan de entrenamiento acorde a la norma ISO 10015:1999, para el mejoramiento de la calidad del servicio en la empresa comidas rápidas el gourmet vigencia 2021, del municipio de Arauca, departamento de Arauca

Abstract

The main activity of the project was the design of a training plan according to the ISO 10015: 1999 standard, for the improvement of the quality of the service in the company fast food the gourmet valid 2021, of the municipality of Arauca, department of Arauca in two stages. In Stage 1 of the project, the organization's training needs were defined based on the analysis of the organization's needs related to aspects of each of its personnel's competencies, defining those necessary for each task or work and what affects the quality of service. In stage 2, the training plan was designed according to the training and education needs of the company's workers, their costs, objectives, methodology, personnel to be trained, in addition to selecting potential suppliers for internal or external training, and starting from of your hiring establish the roles and responsibilities for each of the activities in the training and education process. In the process, the requirements were verified, by applying the checklist with the participation of the manager of the fast-food company the GOURMET, in accordance with the provisions of the ISO 10015: 1999 standard. Finally, a proposal for an improvement plan was developed to comply with the requirements of the ISO 10015: 1999 standard, with the objective that the company executes them according to its availability of resources to generate greater satisfaction in the customer service process in the (SGC) quality management system of the business organization based on an excellent quality of service.