Standardization of servuction processes as a competitiveness strategy in micro service companies in the city of Tehuacan

Abstract

This chapter details, within the framework of competitiveness in the state of Puebla, a methodological proposal for the standardization of the processes of servuction of the MSE of the tourism sector, in an area of influence located in the region of Tehuacán - San Diego Chalma. The objective was to provide tools to MSEs so that they can generate strategies aimed at standardizing their processes, through a general methodology that consisted of: a) Defining the objective of the MSME in terms of profitability, b) Characterizing the service, c) Characterizing the client, d) Characterizing its process, e) Making the diagnostic summary and f) Making the decision making process. Once the execution of the proposed methodology has been completed, the SME will be able to identify the integral services it wishes to standardize based on observation, repetition and measurement in order to propose adjustments in the times that will speed up its procedures and thus standardize the production of its services. Finally, it is concluded with the premise that, if a more significant number of SMEs are formed in the understanding of servuction processes, this could lead to the growth of competitiveness in the tourism sector of the city of Tehuacán since competition becomes more orderly and focused on the specific values of each MSE.