Process quality management in heritage cities: Matanzas case

Abstract

Improving the quality of processes in heritage cities is closely related to customer satisfaction. The objective of this research is to design a system of corrective actions to contribute to improve the quality of accessibility and mobility processes in the historic center of the city of Matanzas. A structured methodology was designed in four stages that integrates tools such as: expert, weighted Delphi and Pareto methods, indicator analysis and cause-effect diagram. Among the main results, the pedestrian infrastructure process was identified as the most relevant of the entity, with a project cycle time of approximately 217 days. It was identified that the organization focused on its management towards efficiency, with four, which represents 57.14 % of the total. The main problem identified was the poor technical condition and pedestrian design of the road network. A system of corrective actions is proposed for the main deficiencies found.