ANÁLISIS DEL PROCESO ATENCIÓN AL CLIENTE CON ENFOQUE A ARQUITECTURA EMPRESARIAL EN EL HOTEL NACIONAL DE CUBA

Authors

  • Thalia Caridad Amos Machado Universidad Tecnológica de la Habana José Antonio Echeverría
  • Ayme Liyen López Universidad Tecnológica de la Habana José Antonio Echeverría
  • Gabriela Pérez Vertiz Universidad Tecnológica de la Habana José Antonio Echeverría

DOI:

https://doi.org/10.5380/relainep.v13i24.98487

Abstract

The "Hotel Nacional de Cuba" (HNC) is a flagship institution in Cuban hospitality. Under the need directed in its digital transformation project, the role of Public Relations Specialist was analyzed. The research focused on enterprise architecture and ERP systems, was delimited by consulted previous studies, guided by the General Problem Solving Method and supported by technological surveillance and the tools of enterprise architecture. The methods employed were: individual continuous observation, normalization of activity time with statistical timekeeping, analytical estimation, and cause-and-effect diagram. Among the findings are: insufficient documentation in customer service, 67% of manual activities, 43% of unstructured information entities, and a 16.7% unutilized workday. The study validated the decision to adopt ERP and argued for the need to implement Odoo modules in the process, solving 75% of the problems. The proposed solution impacts the efficiency and productivity of the worker, the environment through paper saving, the automation of repetitive tasks, and the centralization of customer information, contributing to service personalization.

 

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Published

2025-02-27

How to Cite

Machado, T. C. A., López , A. L., & Vertiz , G. P. (2025). ANÁLISIS DEL PROCESO ATENCIÓN AL CLIENTE CON ENFOQUE A ARQUITECTURA EMPRESARIAL EN EL HOTEL NACIONAL DE CUBA. LATIN AMERICAN JOURNAL OF INNOVATION AND PRODUCTION ENGINEERING, 13(24), 73–94. https://doi.org/10.5380/relainep.v13i24.98487

Issue

Vol. 13 No. 24 (2025): Edição Especial CLEIN (Parte 2)

Section

PARCERIA CLEIN

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