Strategic planning model to improve competitiveness for service industry SMEs using the balanced scorecard

Abstract

Today the implementation of strategic planning in small- and medium-sized enterprises (SMEs) is a variant that helps organizations to acquire and build knowledge, as it generates that the company manages to understand and manage the main processes in a given context and facilitates decision making for the acquisition of concrete results. This research is focused on the development of a strategic planning model based on the balanced scorecard (BSC) to help SMEs generate and execute strategies while considering their level of development as regards processes and needs, and though this help them to be more competitive and profitable. The expected results are the increase in profitability, the improvement in the quality of the service, the increase in sales volume, and reduction of the cost overruns found before the implementation of the proposed model.