Diseño de un plan de capacitación basado en las necesidades Organizacionales de la Cevichería el Sabor de Don Martín del Cantón Tena, Provincia de Napo.

Abstract

This case study was developed at the cevichería “El Sabor de Don Martín,” located in the canton of Tena, province of Napo, whose main objective was to design a training plan based on organizational needs. To this end, a mixed methodology was applied: in the qualitative approach, an interview was conducted with the owner, whose information was used to develop a situational diagnosis through a SWOT matrix; in the quantitative approach, a survey consisting of 13 Likert-type and multiple-choice questions was administered to a sample of 154 people belonging to the economically active population, segmented into customers and potential customers. The results showed that, although 63.4% of the cevichería's customers perceive the staff as trained and 58.9% are satisfied with the service, 81.9% of all respondents consider that an improvement in the training of restaurant staff in the canton of Tena is necessary. As a result of the research, a training plan with three modules was designed for the 18 operational staff members, with technical and cross-cutting modules focused on customer service, hygiene, teamwork, and personal presentation, with continuous evaluation mechanisms.