Diagnosis non-quality costs in the area of flooring at the Packard Iberostar Grand hotel

Abstract

This research was carried out at the Packard Iberostar Grand hotel of category 5 stars belonging to the Gaviota S.A. Tourism Group and administered by the extractive chain Iberostar, with the aim of diagnosing non-quality costs in the area of flooring. In order to meet the objective set, theoretical and empirical methods of research were used, within the latter, the documentary analysis to characterize the hotel under study, the interview with the quality specialist to find out about the work that is carried out in the installation in relation to the quality and costs associated with it, the feedback mechanisms that are used to determine the satisfaction of the clients .The head of housekeeper was also interviewed to learn about the operation of the flooring area, as well as a survey of a sample of waitresses to learn about the internal clients' impact on quality of service. The results were processed using parametric statistics which identified a set of nonconformities that cause non-quality internal and external failure costs. The intangible cost of clients' dissatisfaction in 2019 could then be accounted for. Finally 13 improvement actions were proposed.