TITLE:
A Conceptual Model That Identifies Mathematical Models and Lean Techniques for Problem-Solving at the Different Decision-Making Levels of Service Companies
AUTHORS:
Zaida E. Alarcón Bernal, Ricardo Aceves García, Arturo Fuentes Zenón
KEYWORDS:
Systems Theory, Formal Model, MSMEs, Service Companies
JOURNAL NAME:
Journal of Service Science and Management,
Vol.14 No.2,
April
19,
2021
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.