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

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.