Towards a lightweight framework for service management evaluation in SMEs

Small and Medium-sized Enterprises (SMEs) are currently immersed in Volatility, Uncertainty, Complexity and Ambiguity (VUCA) environments and need to adapt and innovate both their services and their management practices and processes. Unfortunately, models and standards for service management are focused on large organisations, therefore, their application in SMEs is expensive and, generally, unfeasible. In order to contribute to the sustained success and development of SMEs, this paper presents a framework for service management evaluation. The objective of this framework, which is based on international standards and the main models for service management, is to be a roadmap containing well-defined and formalised processes that helps SMEs to improve the quality of their customer services. The proposal is validated in this work by means of its application to a real case study.

Automated summary

Small and Medium-sized Enterprises (SMEs) need to adapt to volatile environments, but existing service management models and standards focus on large organizations and are not suitable for SMEs. This paper proposes a framework for service management evaluation based on international standards and models, aiming to improve customer service quality for SMEs.