A procedure for the design of the SGC was elaborated directed to the operative processes in the hotel Brisas Covarrubias de Las Tunas, Cuba, based on the requirements raised in norm ISO 9001:2015. Finally a partial application of the procedure was made in the operative process of animation obtaining itself like results the map of processes, the flow chart, the card of process, the management of risks, the present tendencies of animation, the level of satisfaction of the client (equal to 85 %) and the index of perception of the quality of the service (in 4,25).

A procedure for the design of the SGC was elaborated directed to the operative processes in the hotel Brisas Covarrubias de Las Tunas, Cuba, based on the requirements raised in norm ISO 9001:2015. Finally a partial application of the procedure was made in the operative process of animation obtaining itself like results the map of processes, the flow chart, the card of process, the management of risks, the present tendencies of animation, the level of satisfaction of the client (equal to 85 %) and the index of perception of the quality of the service (in 4,25).

The objective of this research was to design a procedure to plan the production capacity of a company. In order to develop the research, the direct observation, historical-logical, hypothetico-deductive and analytic-synthetic methods, as well as observation techniques, document reviews and surveys, were used. In addition, the Delphi method was applied to validate the procedure. The integration of positive aspects from eight of the consulted procedures and the inclusion of other aspects not addressed in the research were achieved. Moreover, production capacity planning is shown as a continuous improvement process.

The objective of this research was to design a procedure to plan the production capacity of a company. In order to develop the research, the direct observation, historical-logical, hypothetico-deductive and analytic-synthetic methods, as well as observation techniques, document reviews and surveys, were used. In addition, the Delphi method was applied to validate the procedure. The integration of positive aspects from eight of the consulted procedures and the inclusion of other aspects not addressed in the research were achieved. Moreover, production capacity planning is shown as a continuous improvement process.