Abstract
In this research, a decision support model was developed for micro, small and medium service enterprises (MSMEs). Using the systemic approach through the diamond model, it was possible to conceptualize with precision the variables that determine the closure of MSMEs in Mexico. Using this methodology, a conceptual model was formulated that contextualized the variables in a set of problems. Then the problems were defined and placed in the different decision levels of a company; finally, through the solution process, mathematical models and lean tools were identified for their resolution. Consequently, the model developed in this research classifies the variables that cause the failure of Mexican MSME service companies into groups of problems, formulates and locates these problems in each of the strategic decision levels, and shows the different tools useful for solving these problems.
Highlights
Today, services play an essential role in the economy of society
Considering the formal solution process used here as a methodology to implement a conceptual model to classify the variables that cause the failure of MSMEs in groups of problems, as well as the formulation and location of these problems in each of the decision levels, what is left is to generate the output to indicate the different mathematical models and lean tools that are useful for the solution of the problems in each decision level
While these three dimensions at the tactical level are critical to all organizations, the Key Performance Indicators (KPIs) proposed for small businesses consider meeting the client’s needs, as the client is close to the operational process
Summary
Services play an essential role in the economy of society. Transportation, infrastructure, and government are the main services of an advanced society, creating personal services that allow a better quality of life. Considering that services are ideas and concepts, and their products are sensations and experiences, service innovations are not patentable, so service companies must continuously optimize their processes and innovate This intangibility brings problems for the user because when you buy a product, you can see it, feel it, and test its performance before buying it. According to (Dávila et al, 2014), the most common causes of death for these companies are poor location, no market study, poor planning, excess operating expenses, no analysis of their processes, and lack of performance indicators, among others Another important aspect to consider is the educational level of the owners or managers of MSME, which according to (Peña et al, 2017), 47.5% only have some primary and secondary education, 24.8% have a higher technical level, and only 23.7% have a high school education considering that the rest do not have any type of studies. Our article on Lean Models and Tools for Service Businesses is needed because service functions need tools like mathematical models, Lean Six Sigma, data skills, and process thinking
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