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UNIVERSIDAD DE TURISMO Y CIENCIAS ADMINISTRATIVAS

MAESTRIA: ALTA DIRECCION HOTELERA

Reingeniería: Hotel Misión Express Zona Rosa

DOCENTE: GERARDO CARDENAS

QUE PRESENTA:

CAMARENA GAMEZ NAHIELY

GAYTAN VELAZQUEZ ISAMELY YERANIA

LOPEZ JIMENEZ NANCY IVONNE

JULIO 2010

INDICE TENTATIVO

CAPITULO I. EL PROCESO DE REINGENIERIA HOTEL MISION EXPRESS: ZONA ROSA.

1. La Dirección Empresarial

1. La Dirección Empresarial para la Administración

1.1.2. Funciones de la Dirección Empresarial

2. Políticas empresariales

3. Funciones básicas de la Dirección Empresarial

1. Importancia del sistema de dirección para la empresa

2. Importancia del análisis FODA para la Dirección Empresarial

3. El ciclo directivo

1. Importancia de la estrategia para la empresa.

1.4.2. La estrategia funcional

1.5. El proceso de reingeniería.

1.6. Tipos de reingeniería.

1.7 Fases del proceso de reingeniería

1.8. Antecedentes del proceso de reingeniería en el Hotel Misión Zona Rosa.

1.9. Reingeniería en Competitividad Hotel Tradicional vs Hotel Express.

1.10. Reingeniería de reducción de costos en el Hotel Misión Zona Rosa.

1.11. Clientes potenciales del Hotel Misión Express Zona Rosa.

1.12. Productos que ofrece el Hotel Misión Express Zona Rosa.

1.13. Valores Agregados que ofrece el Hotel Misión Express Zona Rosa.

CAPITULO Il. CALIDAD EN EL SERVICIO

2.1. Definiendo Valor y Satisfacción para el Cliente

2.1.1. Valor para el Cliente

2.1.2. Satisfacción del Cliente

2.1.3. Preferencia de un Servicio por los clientes

2.2. Marketing de Relaciones

2.3. Retención de Clientes

2.3.1. Costo de Clientes Perdidos

2.3.2. Resolviendo quejas de clientes

2.4. Unión de Marketing y Calidad

2.4.1. Plan de Mercadotecnia

2.5. ¿Qué es Calidad?

2.6. Beneficios de una Buena Atención al Cliente

2.6.1. Retención de Clientes

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