Identifying Indicators for Implementing Service Operation Management in Small and Medium-Sized Enterprises (SMES): A Systematic Literature Review

Dewie Saktia Ardiantono*, Ainun Nurkhofifah, Arman Hakim Nasution, Mushonnifun Faiz Sugihartanto, Muhammad Ubaidillah Al Mustofa

*Corresponding author for this work

Research output: Contribution to journalReview Articlepeer-review

Abstract

Service Operations Management (SOM) is a primary area of concentration within the company's operational management. SOM is a comprehensive operational activity that encompasses all organizational actions from planning to control, with the goal of enhancing the company's performance in attaining customer satisfaction. Service Operation Management is a method that involves controlling several areas of service providers, including process, resource, and technology management. Its main goal is to deliver high-quality services to clients. Implementing Service Operation Management in the operations of a Small and Medium-Sized Enterprises (SMEs) is crucial for ensuring optimal company performance. Hence, the objective of this study is to identify the key performance metrics of implementing SOM in a company, with the intention of applying them to small and medium-sized enterprises (SMEs). This study employed a systematic literature review methodology to analyse 35 publications retrieved from the Scopus database. The purpose was to gather information on indicators related to the application of SOM. The study's findings will include metrics that measure the effectiveness of applying Service Operation Management in small and medium-sized enterprises (SMEs). The indicators and metrics found in this study are innovation, quality, financial, and external factors.
Original languageEnglish
Peer-reviewed scientific journalInternational Journal of Academic Research in Business and Social Sciences
Volume14
Issue number12
Pages (from-to)1602-1615
ISSN2308-3816
DOIs
Publication statusPublished - 14.12.2024
MoE publication typeA2 Review article in a scientific journal
EventInternational Conference on Frontiers in Entrepreneurship, Management, Economic and Sustainability - Ibis Style Johor Iskandar Puteri, Johor Darul Takzim, Malaysia
Duration: 03.07.202404.07.2024
https://iconfemes.com/

Keywords

  • 512 Business and Management
  • service operation management
  • small and medium-sized enterprises
  • systematic literature review

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