MODELO SOCIO-TÉCNICO DE CALIDAD PARA EL MEJORAMIENTO INTEGRAL DE LOS SERVICIOS DE LOS HOTELES GRAN TURISMO DE LA CIUDAD DE MÉXICO

Abstract

This research involves the design of a Socio-technical model for the improvement of the quality in Great Tourism Mexico City hotels. The model design was developed from the consideration of Systems Science, Systems Approach and the systemic paradigm. The holistic view is based from the macro-systemic analysis for the treatment of the complexity in the focusing system, so that the first phase of the research is developing a proposal for a tourism system and their elements relationships using perspective of systemic. This development allows us to know the homeostatic relationship utilities expressed by the quality of services. Service management covers many considerations to build productive relationships and human resources to promote the development of hotel organizations. These issues are discussed in general terms in the conceptual framework and particularly in the analysis through the use of proper methodology, in this case the (SSM) Soft Systems Methodology, since the case study is a social system not only able to choose means to achieve certain purposes but also able to select and to change them. The analyses encompass the service control considerations with the Viable System Model which presents the five systems and their component parts required to balance the management of complexity. The study is complemented by micro-systemic treatment of quality services through the methodology of failure analysis and materials flow for that the characterization of sales of food and beverage services was developed by fractal framework geometry method. The proposed model regards the relevant systems composed by human activity system, technical system, system control information, external management system and a system of strategic housing management. These systems were evaluated by fuzzy sets theory to found the relationship between them and quality services.