El ingrediente perfecto para maximizar la Calidad del Servicio

El servicio al cliente es un factor determinante en la construcción del éxito en un negocio, pero parece tener mayor importancia cuando se trata de un restaurante. En el siguiente trabajo se estudia y gestiona el concepto de cliente, involucrando al cliente externo, es decir el usuario o comprador, y con la misma cavidad e importancia al cliente interno, haciendo referencia al personal de trabajo. Pescados Capitales, es un restaurante distinguido de Perú, con varias sucursales en Lima; Se caracteriza por su excelente comida y servicio al cliente. Por tal razón, a partir de una investigación del restaurante y el sector gastronómico, una visita empresarial, entrevistas y una observación de campo a Pescados Capitales, se crean estrategias y un plan de mejora enfocado en potencializar la satisfacción de sus clientes, creando fidelización, sentido de pertenencia, valor agregado y perdurabilidad en el tiempo. Este plan tiene diversas teorías de conocimiento, las cuales fueron base de investigación y construcción del plan de maximización de la calidad del servicio, por lo que se afirma que el ingrediente perfecto para esto, es una idónea gestión de la Gerencia del servicio, del clima y cultura organizacional, la responsabilidad social y del employerbranding.Customer service is a determining factor in building business success, but it seems to be more important when it comes to a restaurant. In the following work, the concept of customer is studied and managed, involving the external customer, that is the user or buyer, and with the same cavity and the importance of the internal customer, referring to the work staff. Pescados Capitales, is a distinguished restaurant in Peru, with several branches in Lima; it is characterized by its excellent food and customer service. For this reason, based on an investigation of the restaurant and gastronomic sector, a business visit, interviews and a field observation to Pescados Capitales, strategies are created and an improvement plan focused on enhancing the satisfaction of its customers, creating loyalty, added value and durability over time. This plan has several theories of knowledge, which were the basis of the research and the construction of the plan to maximize the quality of service, so it is stated that the perfect ingredient for the case, is an ideal idea of the management of Service management, climate and organizational culture, social responsibility and the employer's brand

VIDA : tipo de trabajo : Emprendimiento

Vida es una empresa que ofrece gran variedad de productos derivados de la panela, la cual proviene de la caña de azúcar. El modelo de negocio de este proyecto se enfoca únicamente en la comercialización de los productos a base de panela, los cuales se encontraran bien empacados y con una sofisticada presentación ideal para un obsequio o compra de un fino y saludable producto. Adicionalmente, la funcionalidad es lo que prima en su presentación, puesto que permite al usuario un practico mecanismo de distribución, empaque y preparación, lo que se reconocería en su propuesta de valor. Vida se pretende expandir inicialmente en canales que puedan potencializar su presencia en el mercado saludable y gourmet, por lo que se contemplan los supermercados fits, las tiendas naturistas, las tiendas colombianas en los aeropuertos internacionales, presencia en hoteles, entre otras opciones. Adicionalmente, se tiene en cuenta que Vida dirige su objetivo a satisfacer necesidades sobre la panela, y resaltar las características que ofrece el mercado Colombiano, por lo que pretende que estos productos derivados de la caña de azúcar, puedan llegar a posicionar la panela, como un distinguido y delicioso recurso, y ser tan reconocido como lo son las flores y el café de nuestro país. Por este motivo, pretende transformar la presentación de la panela para que pueda ser un producto de alta calidad y funcional para su consumo, apta público de estrato 4, 5 y 6. Con altas expectativas de llegar a alcanzar un reconocimiento y en unos años, estar lista para incursionar y expandir en otros mercados, convirtiéndose en productos de tipo exportación, con el fino toque Colombiano.Vida is a company that offers a great variety of products derived from the panela, which comes from the sugar cane. The business model of this project focuses solely on the marketing of panela products, which will be well packaged and with a sophisticated presentation ideal for a gift or purchase of a fine healthy product. In addition, functionality is what makes its presentation unique, since it allows the user a practical mechanism of distribution, packaging and preparation, which would be recognized in their value proposition. Vida intends to expand initially in channels that can boost its presence in the healthy and gourmet market, which is why fits supermarkets, health food shops, Colombian shops in international airports, presence in hotels, among other options. Additionally, it is taken into account that Vida directs its objective to satisfy needs on the panela, and to emphasize the characteristics offered by the Colombian market, reason why it pretends that these products derived from the sugar cane, can become as famous as it Are the flowers and the coffee of our country. For this reason, it aims to transform the presentation of the panela so that it can be a product of high quality and functional for consumption, fit public of stratum 4, 5 and 6. With high expectations of reaching a recognition and in a few years, Be ready to venture and expand in other markets, becoming products of export type, with the Colombian fine touch

Primer Encuentro Internacional de Experiencias de Investigación en Ciencias Administrativas

Este evento de investigación organizado por la Escuela de Administración de la Universidad del Rosario surgió como una iniciativa para fomentar la investigación formativa en áreas administrativas. El evento, al que asistieron 165 participantes, contó con dos conferencias centrales, 30 ponencias presentadas en 8 simposios y 7 posters. La participación de distintas universidades permitió un intercambio académico muy importante y formativo para los ponentes y asistentes en general, promoviendo el interés por la investigación en el campo de la administración, el cual fue el interés central de este encuentro. Este encuentro recibió el apoyo de las directivas de la Universidad del Rosario, la Señora vicerrectora Stephanie Lavaux, el Señor Decano de la Escuela de Administración, Dr. Alejandro Cheyne, ACBSP (Accreditation Council for Business Schools & Programs) y Asociación Colombiana de Facultades de Administración (ASCOLFA)

Global variation in postoperative mortality and complications after cancer surgery: a multicentre, prospective cohort study in 82 countries

© 2021 The Author(s). Published by Elsevier Ltd. This is an Open Access article under the CC BY-NC-ND 4.0 licenseBackground: 80% of individuals with cancer will require a surgical procedure, yet little comparative data exist on early outcomes in low-income and middle-income countries (LMICs). We compared postoperative outcomes in breast, colorectal, and gastric cancer surgery in hospitals worldwide, focusing on the effect of disease stage and complications on postoperative mortality. Methods: This was a multicentre, international prospective cohort study of consecutive adult patients undergoing surgery for primary breast, colorectal, or gastric cancer requiring a skin incision done under general or neuraxial anaesthesia. The primary outcome was death or major complication within 30 days of surgery. Multilevel logistic regression determined relationships within three-level nested models of patients within hospitals and countries. Hospital-level infrastructure effects were explored with three-way mediation analyses. This study was registered with ClinicalTrials.gov, NCT03471494. Findings: Between April 1, 2018, and Jan 31, 2019, we enrolled 15 958 patients from 428 hospitals in 82 countries (high income 9106 patients, 31 countries; upper-middle income 2721 patients, 23 countries; or lower-middle income 4131 patients, 28 countries). Patients in LMICs presented with more advanced disease compared with patients in high-income countries. 30-day mortality was higher for gastric cancer in low-income or lower-middle-income countries (adjusted odds ratio 3·72, 95% CI 1·70–8·16) and for colorectal cancer in low-income or lower-middle-income countries (4·59, 2·39–8·80) and upper-middle-income countries (2·06, 1·11–3·83). No difference in 30-day mortality was seen in breast cancer. The proportion of patients who died after a major complication was greatest in low-income or lower-middle-income countries (6·15, 3·26–11·59) and upper-middle-income countries (3·89, 2·08–7·29). Postoperative death after complications was partly explained by patient factors (60%) and partly by hospital or country (40%). The absence of consistently available postoperative care facilities was associated with seven to 10 more deaths per 100 major complications in LMICs. Cancer stage alone explained little of the early variation in mortality or postoperative complications. Interpretation: Higher levels of mortality after cancer surgery in LMICs was not fully explained by later presentation of disease. The capacity to rescue patients from surgical complications is a tangible opportunity for meaningful intervention. Early death after cancer surgery might be reduced by policies focusing on strengthening perioperative care systems to detect and intervene in common complications. Funding: National Institute for Health Research Global Health Research Unit

Effects of hospital facilities on patient outcomes after cancer surgery: an international, prospective, observational study

© 2022 The Author(s). Published by Elsevier Ltd. This is an Open Access article under the CC BY 4.0 licenseBackground: Early death after cancer surgery is higher in low-income and middle-income countries (LMICs) compared with in high-income countries, yet the impact of facility characteristics on early postoperative outcomes is unknown. The aim of this study was to examine the association between hospital infrastructure, resource availability, and processes on early outcomes after cancer surgery worldwide. Methods: A multimethods analysis was performed as part of the GlobalSurg 3 study—a multicentre, international, prospective cohort study of patients who had surgery for breast, colorectal, or gastric cancer. The primary outcomes were 30-day mortality and 30-day major complication rates. Potentially beneficial hospital facilities were identified by variable selection to select those associated with 30-day mortality. Adjusted outcomes were determined using generalised estimating equations to account for patient characteristics and country-income group, with population stratification by hospital. Findings: Between April 1, 2018, and April 23, 2019, facility-level data were collected for 9685 patients across 238 hospitals in 66 countries (91 hospitals in 20 high-income countries; 57 hospitals in 19 upper-middle-income countries; and 90 hospitals in 27 low-income to lower-middle-income countries). The availability of five hospital facilities was inversely associated with mortality: ultrasound, CT scanner, critical care unit, opioid analgesia, and oncologist. After adjustment for case-mix and country income group, hospitals with three or fewer of these facilities (62 hospitals, 1294 patients) had higher mortality compared with those with four or five (adjusted odds ratio [OR] 3·85 [95% CI 2·58–5·75]; p<0·0001), with excess mortality predominantly explained by a limited capacity to rescue following the development of major complications (63·0% vs 82·7%; OR 0·35 [0·23–0·53]; p<0·0001). Across LMICs, improvements in hospital facilities would prevent one to three deaths for every 100 patients undergoing surgery for cancer. Interpretation: Hospitals with higher levels of infrastructure and resources have better outcomes after cancer surgery, independent of country income. Without urgent strengthening of hospital infrastructure and resources, the reductions in cancer-associated mortality associated with improved access will not be realised. Funding: National Institute for Health and Care Research