Improvement Of Key Processes At The Punto Y Parrilla Restaurant In The City Of Ambato

Abstract

The present study addresses the operational and administrative deficiencies in the Punto y Parrilla restaurant in the city of Ambato, Ecuador, with the aim of proposing improvements to its key processes. The objective of the research was to optimize the key processes of Punto y Parrilla by implementing strategies and procedures that enhance service quality, operational efficiency, and customer satisfaction, with a focus on continuous improvement and innovation. A mixed-method approach was used, employing descriptive and observational methods, supported by structured interviews and observation forms applied to the staff members. The results revealed deficiencies in critical areas such as food safety, plate presentation, and customer service, as well as the lack of recreational spaces and parking, which limits the business’s growth potential. Through the SWOT and PESTEL analyses, both the strengths and weaknesses of the restaurant were identified, and control indicators were proposed to facilitate decision-making. The conclusions highlight the urgent need to reorganize internal processes and improve safety and hygiene practices, as well as to implement innovative strategies that contribute to customer loyalty. This study underscores the importance of efficient management to ensure the restaurant’s sustainability and competitiveness in a highly competitive environment.