Implementacion Del Sistema De Gestion “Moderniza” En La Empresa Ticket Center

This study was carried out in a bus transportation company named "Ticket Center" in Delicias,Chihuahua, which offers services such as, sale of tickets to different destinations through the United States, consultancy for the laser visa process, transportation to the American consulate in Ciudad Juarez. The purpose was to implement the Moderniza quality program, which is supported by SECTUR (Ministry of Tourism in México), in order to introduce the company the process of formalization and professionalism to increase its performance and growth to the competitive market. To achieve the above was necessary a training course to employees which the purpose of learning more about the tools to focus a better performance, personally and collectively. In addition a Strategic Planning was conducted and declared the mission, values and quality policy. Other significant result is to establish the quality manual, necessary to obtain the accreditation known as the distinctive "M", which was submitted by the Secretary of commercial and tourist development of the Government of Chihuahua. Since its implementation it has a control of the goals and indicators which improve the performance of the company: profit increase, satisfaction of customers and productivity.