Evaluation of the quality influencing factors upon the "Algusto” bakery offers, of the SERVISA group

Abstract

The objective of this investigation was to determine the behavior of the factors that affect the quality of the offers of breads and sweets in the specialized Algusto bakery-candy shop of the SERVISA S.A. Enterprise Group, To carry out the study, theoretical and empirical methods were applied, conducting two interviews -one to the SERVISA managers and the other to Algusto specialists-, as well as a checklist in that bakery-candy shop. Likewise, a survey questionnaire was applied to the hotels and restaurants that received supplies from Algusto in two months of the 2021 year. Data processing was carried out through the descriptive statistics and the Pareto diagram; the reliability of the survey was evaluated using the Cronbach Alpha coefficient. In that processing of the information, the statistical package Statistic Program for Social Sciences (SPSS) for Windows (version 24.0) was used. Also,  a Matrix of Crossed Impacts Multiplication Applied for a Classification (MICMAC) was made. The results showed different levels of concordance with the requirements of the checklist, being the personal hygiene, worker training and state of technological equipment conservation those with the lowest degree of compliance. Ten factors, that directly affect the quality of breads and sweets, were identified; of those, two are classified as “objective”, one “regulatory”, two “result”, one “determinant”, two “key”, one “autonomous” and one “secondary lever”. There were proposed eight improvement actions, in correspondence with the obtained results.