Propuesta de un procedimiento para analizar las fallas en el servicio de alojamiento hotelero

Abstract

This article presents a methodology that articulates the analysis of the model and the effect of faults in the fringe benefit of the service (SFMEA), with the study of the deployment of quality, known in English as Quality Function Deployment (QFD). Without forgetting the approach of processes that holds the relationship between the customer and the hotel company. The use of multiple tools like Brainstorming, Selection Method of Experts, the Method Kendall, the Diagram of Tree, as well as statisticians correlate, allowed translating the requests of customers in characteristics of the service processes. Finally, the technical features that affect the performance of the service and the way they influence the satisfaction of the customer, becomes evident. They identify faults that have an impact on the environment, that relate with deficiency in the water consumption and the use of the energy sources. The job of toxic substances for the cleanliness of the rooms generates local contamination for effects of strong odors, with negative incidence in the tourist sustainability. While identifying moments in reality within the service, a set of actions that satisfy an efficient and satisfactory interchange for the customer and the own catering company were established.