Procedure for the continuous improvement of human resource management
The hotel sector in the historic center of Havana reveals deficiencies in customer satisfaction regarding human resource. This research is aimed at analyzing the results of the implementation of a continuous improvement of human resource management that allows the enhancement of services quality, as...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universidad Nacional de Colombia
2019-01-01
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| Series: | Ingeniería e Investigación |
| Subjects: | |
| Online Access: | https://revistas.unal.edu.co/index.php/ingeinv/article/view/72402 |
| _version_ | 1818980481723531264 |
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| author | Germán Gemar Ana M. Negrón-González Carlos J. Lozano-Piedrahita Vanesa F. Guzmán-Parra Norberto Rosado |
| author_facet | Germán Gemar Ana M. Negrón-González Carlos J. Lozano-Piedrahita Vanesa F. Guzmán-Parra Norberto Rosado |
| author_sort | Germán Gemar |
| collection | DOAJ |
| description | The hotel sector in the historic center of Havana reveals deficiencies in customer satisfaction regarding human resource. This research is aimed at analyzing the results of the implementation of a continuous improvement of human resource management that allows the enhancement of services quality, assuming the Cuban norm. The main results show that 55% of the items identified with the application of the SERVQUAL model show quality deficit associated with processes of human resource management, such as work competences and work organization. The main dysfunctions identified were unproductive times due to organizational and technical issues and labor fluctuation. Subsequently, hidden costs due to deficiencies were calculated, which amount to a value of 13 249,89 MU/year. To monitor these problems, objectives and indicators are proposed through the Integral Command Table, as well as a plan of corrective and preventive actions. |
| first_indexed | 2024-12-20T17:16:07Z |
| format | Article |
| id | doaj.art-2b61dbd02f834d0e9e93f9a75681e3b2 |
| institution | Directory Open Access Journal |
| issn | 0120-5609 2248-8723 |
| language | English |
| last_indexed | 2024-12-20T17:16:07Z |
| publishDate | 2019-01-01 |
| publisher | Universidad Nacional de Colombia |
| record_format | Article |
| series | Ingeniería e Investigación |
| spelling | doaj.art-2b61dbd02f834d0e9e93f9a75681e3b22022-12-21T19:32:00ZengUniversidad Nacional de ColombiaIngeniería e Investigación0120-56092248-87232019-01-01391536210.15446/ing.investig.v39n1.7240251056Procedure for the continuous improvement of human resource managementGermán Gemar0Ana M. Negrón-González1Carlos J. Lozano-Piedrahita2Vanesa F. Guzmán-Parra3Norberto Rosado4Universidad de MálagaUniversidad de MálagaUniversidad Nacional de ColombiaUniversidad de MálagaEmpresa de Tecnologías y Servicios Telemáticos Avanzados - CITMATELThe hotel sector in the historic center of Havana reveals deficiencies in customer satisfaction regarding human resource. This research is aimed at analyzing the results of the implementation of a continuous improvement of human resource management that allows the enhancement of services quality, assuming the Cuban norm. The main results show that 55% of the items identified with the application of the SERVQUAL model show quality deficit associated with processes of human resource management, such as work competences and work organization. The main dysfunctions identified were unproductive times due to organizational and technical issues and labor fluctuation. Subsequently, hidden costs due to deficiencies were calculated, which amount to a value of 13 249,89 MU/year. To monitor these problems, objectives and indicators are proposed through the Integral Command Table, as well as a plan of corrective and preventive actions.https://revistas.unal.edu.co/index.php/ingeinv/article/view/72402hidden costprocessdysfunctionsindicators |
| spellingShingle | Germán Gemar Ana M. Negrón-González Carlos J. Lozano-Piedrahita Vanesa F. Guzmán-Parra Norberto Rosado Procedure for the continuous improvement of human resource management Ingeniería e Investigación hidden cost process dysfunctions indicators |
| title | Procedure for the continuous improvement of human resource management |
| title_full | Procedure for the continuous improvement of human resource management |
| title_fullStr | Procedure for the continuous improvement of human resource management |
| title_full_unstemmed | Procedure for the continuous improvement of human resource management |
| title_short | Procedure for the continuous improvement of human resource management |
| title_sort | procedure for the continuous improvement of human resource management |
| topic | hidden cost process dysfunctions indicators |
| url | https://revistas.unal.edu.co/index.php/ingeinv/article/view/72402 |
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