Optimización del Proceso de Atención al Cliente en un Restaurante durante Períodos de Alta Demanda

Abstract

The problem of clients' unsatisfaction in a restaurant due to the long waiting times to be served during high season is analyzed and solved. For this, a business improvement methodology of a restaurant located at the port of San Antonio, region of Valparaíso (Chile), is proposed. To modify the business strategy of the restaurant the Business Model Canvas (BMC) was employed and to model the service process the Business Process Modeling Notation (BPMN) and the diagram SIPOC (Supplier , Input , Process , Output, Consumer) were used. The analysis of the models allowed introducing actions aimed to improve the service process and reduce waiting times of customers by 20 % during high season. The proposed improvement methodology has enabled a significant increase in the number of customers that the restaurant is capable of serving, bringing a strong increase in sales and profitability of the restaurant.