Proposta de melhoria no processo de gestão de um restaurante de pequeno porte

Abstract

The present work, through the study of the process and management method of a small restaurant, located in the interior of the state of Minas Gerais, aims to ensure the sustainability and business of the business in the market. The method used in the research was the case study with a qualitative character. Quality management methods were used, through the Ishikawa diagram tool, analyzed as possible for the dissatisfaction of the company's customers. These causes are points of improvement to be worked, highlighted, as causes that generated the most proposals were related to inventory management, human resources management and the absence of an information system. Then, a five-whys tool was used to prepare nineteen proposals for actions to be implemented in the restaurant, followed by the effort and impact tool to prioritize these actions, creating a temporal panorama to define them in practice. As a result of the implementation of this set of improvements, better control of inventory is expected, and of the capital invested in it, consequently, standardization and improvement of products and services offered, and, therefore, the desire for customer satisfaction, so that this translates into better results for the company.